SalesForce I
When you receive a call, in SalesForce, what three things do you fill out to establish a case number for your customer?
What is status, status location, and subject
Where in SalesForce would you put detailed information about your call with your customer
What is Case Comments
Identify the Incident and Sub Incident:
The instructor is asking for a Connect account and is listed as pending in SalesForce.
What is Account Help: Instructor Validation
Identify the Product and Sub Product:
The instructor is calling in to report an issue with a spreadsheet using Excel in Connect.
What is Connect: Integrated Excel
Identify the Incident and Sub Incident:
The instructor is asking how to deploy a newly created assignment to Canvas LTIA
What is Integration - Assignment Deployment: LTI Advantage (LTIA)
Identify the Product and Sub Product:
The instructor called to get assistance uploading a test in to Canvas.
What is Connect: Test Builder (Import/Export)
Identify the Incident and Sub Incident:
The instructor called to ask how to duplicate his section for the next semester.
What is Instructor Course/Section: Copying/Sharing
In SalesForce, how do you identify you are using the correct ISBN?
What is:
It only contains the title of the book
Identify the Incident and Sub Incident:
The instructor called to pair his course with his Learning Management System (LTIA)
What is Integration - Instructor Course Pairing: LTI Advantage (LTIA)
Identify the Product and Sub Product:
The instructor is calling to ask how to create a SmartBook assignment in Connect.
What is Connect: SmartBook
Identify the Incident and Sub Incident:
The instructor called to ask how to upload a test to Canvas
What is Assignment Help: Upload Issues/Inquires
Identify the Product and Sub Product:
The instructor is calling to ask questions about the Marketing game in Connect.
What is Connect: MH Practice Marketing
Identify the Incident and Sub Incident:
The instructor called to change the registration dates for his section.
What is Instructor Course/Section: Course Settings Edits
Identify the Product and Sub Product:
The instructor is calling to ask questions about how to set up a speech assignment.
What is Connect: Go React (Speech Tool and World Languages)
When in SalesForce would you use the Asset field for a call?
What is Long_Call and EOSEXT (end of semester extension)
Identify the Product and Sub Product:
The instructor is calling to ask about proctoring options in Connect.
What is Connect: Proctorio
Identify the Incident and Sub Incident:
The instructor is asking how to find the instructor's manual for their textbook.
What is Additional Resources: Instructor Resources
Identify the Incident and Sub Incident:
The instructor is reporting that grades are not visible for student attempts in Connect.
What is Reporting: Grades Not Appearing
What link would you click on, in SalesForce, to attach an image of an instructor's issue
What is Attachments
Identify the Incident and Sub Incident:
The instructor is asking how to change their email address for Connect.
What is Account Help: Profile Update
Identify the Incident and Sub Incident:
The instructor called to ask whether a student completed an assignment in Connect
What is Assignment Help: Attempt Verification
Identify the Product and Sub Product:
The instructor is calling about recording their class lectures using the software built in to Connect
What is Connect: Media Services
Identify the Incident and Sub Incident:
The instructor is reporting that their students' Connect cost should be included in their tuition but they are hitting a paywall.
What is Registration: Inclusive Access
Identify the Incident and Sub Incident:
The instructor is receiving communication from his students that they cannot register due to it being closed.
What is Registration: Section Registration Closed
Identify the Product and Sub Product:
The student is calling in to ask how to download the eBook app for Connect.
What is Connect: Read Anywhere app