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Where does a representative set his or her availability status?
Representatives set availability status from Omni-Channel.
An email that contains multiple issues may be ________.
An email that contains multiple issues may be split into child cases to ensure a timely and accurate response.
Which tab contains attachments sent by the customer?
Representatives may locate attachments from the RELATED tab.
True or False. When replying to emails, the Case Reason is required.
True. When replying to emails, the Case Reason is required.
What displays in the Contact Details panel to let users know the contact's information is not in CEC?
The Contact panel displays No match found if the contact is not in CEC
The purpose of attaching a knowledge article to a case is to ________.
The purpose of attaching a knowledge article to a case is to provide reference information for future use.
New cases open in ________.
New cases open in a new tab.
True or False. It is not necessary to associate an existing or create a new contact when creating a new email from CEC.
False. The first step of creating an email is to associate an existing or create a new contact for the email.
What are three types of contacts in CEC.
individual, business account and UPS account
CEC automatically ________ a case after a representative replies to the customer.
CEC automatically closes a case after a representative replies to the customer.
The primary purpose of the Milestone panel is to provide information related to the ________ assigned to the case.
The primary purpose of the Milestone panel is to provide information related to the SLA assigned to the case.
Which preferred browser should always be used with CEC?
Chrome is the supported browser to use with CEC.
What does the acronym CEC represent?
The acronym CEC represents the Customer Engagement Center.
Which password does a representative use to log in to CEC, using Azure?
Azure account ID requires the user's UPSers.com password.
True or False. The Cases menu is the only way to open new cases.
False. Representatives do not open new cases from the Cases menu.
Which ID does a representative use to log in to CEC?
Log in to CEC with an Azure (cloud) account ID.
When selecting an audience, which character precedes the name?
To select an audience the representative uses the @ sign.
Which option is not a Chatter option?
To My Team is not a Chatter option.
True or False. Representatives can post to Chatter from a case.
True. Representatives can post to Chatter directly from a case.