Case Writing
This is the software application do you create case writing tickets in.
What is Salesforce?
It is important to maintain this kind of demeanor on a call.
What is positive?
This page comes between Services and Inventory in the DMS.
What is the general ledger?
You click on this first, to follow-up on a case.
What is begin working?
You must identify yourself and this department when you are answering a call.
What is DMS General Ledger?
This is the menu you go to to access the system environment.
What is the More drop-down?
This is the type of article that a client cannot see.
What is DMSI?
You should never do this while a customer is talking.
What is interrupt?
This with the most common type you will log
What is How do I?
This is what you should use when you need time to find an answer.
What is the hold button or put the customer on hold.
This is where you go to make changes to how you view pages, what auto-populates, and how aspects of the system are set-up.
What is application enviornment.
This must be entered into the description field for every case written.
What is the Company Identifier?
This is the best way to defuse an angry or upset customer.
There isn't one. Each customer is unique, but make sure to stay calm, listen and acknowledge customer issues and feelings, and empathize with them if able.
These are the 3 ways to get to the stock-in vehicle information screen.
What is through Business Office, General Ledger, and Inventory screens?