Fusion
What is a prospect account?
A new customer/ someone who does not have sage
Where can you see a customers product information?
customer 360
True/false - Support tickets are technical in nature
True
True or False - Service Requests are non technical in nature
True
What does sold to mean?
An existing customer
Where can you add/remove a contact in fusion?
Account overview - contacts
What does a support ticket start with?
800
What does a service request start with?
900
What does SAN stand for?
Sage Accountant Network
Where can you see a customers service plan in fusion?
Customer 360
What are the 3 required fields that need to be completed before accessing RA (Right answers)?
Service Plan
Description
Application
What are the 3 required fields on a service request?
Description
Interaction type
Question category
When a caller comes in what should we verify? Name 3
Customer full name
Company name
What information should you verify before accessing the left navigation bar. Name 2
Contact and product
Where should you write your notes?
In RA (Right answers)
True or false - Your service and support ticket notes should be clear and precise as it is customer facing
True
When should you do 2 FA authentication with a customer? Name 3
1.When they want to add/remove a contact.
2. When they want to change their email
3. When they want an invoice
Name 2 out of the 5 2FA questions analysts should ask.
1. Last Invoice/order number
2. Serial number/ activation key
3. email verification
4. Recent Support ticket number/Topic
5. Last payment amount
Other than saving, what is the last step you need to complete when saving a ticket?
Update Status
What are some examples of a service request? Give 2
Registration
Portal Issues
sales
Business care
Billing and invoicing