Salesforce Basics
This tool is used for managing customer interactions.
Salesforce
The first step in onboarding.
logging in via Okta
What should you do with NEW status cases at shift end?
return them to the queue
Before sending an email, check for this.
clarity and logical flow
SLA target for phone and chat
80%
The console you should work in for service cases.
Willow Service Lightning Console
This email setting must be disabled.
Auto BCC
The maximum caseload for agents.
20 cases
What should you include in notes for each interaction?
inbound email details
SLA for email response time.
24 hours
The platform used to log in to Salesforce.
Okta
You must confirm this return address setting.
return email address
The maximum caseload for ECR/OP.
30 cases
After a phone disconnection, follow this.
the reconnect script
The first priority when resolving cases.
comfort and milk supply
This section shows open cases and updates.
homepage
This must be set up for email professionalism.
email signature
What must be attached for warranty verification?
Proof of Purchase (POP)
Voicemail cases require this follow-up.
voicemail and email follow-up guidelines
Before replacement, you must do this.
troubleshooting
The SOP that covers CRM best practices.
C2.SOP.006
The feature used to send emails through Salesforce.
Send Through Salesforce
Before merging cases, you must maintain these.
artifacts
When merging templates, prioritize this.
main issue
The SOP that covers escalation guidelines.
C2.SOP.018