Accounts Accounts Baby
Name three things from the account Contact Card.
Name, ID, Email, Account Create Date, Plan, Email, Device Count
Where are macros located?
In the 'insert template' button.
Under 'New' (Select list display)
Can you reopen a ticket?
Yes.
Who can change accounts to login links?
You can! But always confirm this change with the customer.
Account key, in the email subscript.
Name three macros...
Update on Windows
Update on Mac
Troubleshooting...
Why is Table View helpful?
Merging issues and seeing full account/ ticket information.
How do you create a new ticket? Bonus: Why might you want to do this?
+ Ticket in the right-hand corner, generating coupon codes, and for elf session record keeping.
What are three account-related things to check when first looking at a ticket?
Account Type, Devices Version Numbers, Recently removed Devices, Duplicate Devices
If the email is not in the Contact Details Key, where else might you find their email address in Salesforce?
In the Details panel.
Someone writes in, in a foreign language. What do you do?
Translate and copy/paste the translated text into the comments.
How many issues can you merge at once?
3
What do you do with spam?
Delete the ticket.
When can the 'Plan' feature in the Contact Details section become important?
Apple Pay accounts can not be canceled by us. They have to be canceled by Apple.
What is the difference, at this time, between most accounts numbers under 800K and over?
Stripe vs. FastSpring, sign on method...
Where do you add a coupon?
Down carrot next to 'New Task.'
Should you always merge tickets?
No. Tickets with separate issues should stay separate.
You've finished answering a ticket. What are the different case statuses' that you can 'mark' a ticket with?
Hold, PSR, PCR, Closed, Merged, Internal Log
Who can change the account email?
Bill... but ask me to ask Bill...
There are no contact details on the ticket. Can you always add these?
Trick question. Yes, if the system allows, but this is not always.
When publishing a macro, what button do you have to select to ensure the rest of the team sees it?
Select Folder> Support Responses
Name, Date, Email, Case Number, Subject, Priority, Contact, Owner, Modified Date
Someone said they attached a photo, but you don't see it, where are the photos?
In The LOGS!
How do you change your email sign off?
Name, Settings, Email Settings, copy/paste URLs.