Salesforce
How many hierarchies does Salesforce have? What are those?
3 Hierarchies
Customer Tab
Financial Tab
Cards Tab
What is validation in customer service?
Confirming the caller’s identity.
Verifying that the caller is really who they say they are.
What are the types of cases?
•Manual Case
•Work Entry
•Workflows
•Applicants and Prospects Case
How do you log in to CSR Portal?
SSO Login
What are the two versions of Salesforce?
UAT
Production
What are the 3 levels of validation?
Primary validation
Secondary validation
When do you create a manual case?
•A manual case is created for any call reason.
A manual case is any call reason that does not need an escalation or change in the status of the account
Give one task that an agent can perform using the CSR Portal.
Unenroll the customer from their Digital Platform (DP) Account (Please note that this is something you would not do)
View service requests
What can you see under the Customer tab? Give at least 2.
•Customer’s personal information
•All products where the Customer is the Primary or Authorized User
•Cards where the Customer is the Primary or Authorized User
•Call Logs
What are the common high risk type of calls?
PPR
When do you create a workflow case?
when a change needs to be completed on the account during maintenance.
What information can you use best in locating an account in CSR Portal?
Phone number
Email address
What can you find under the Financial Account Tab? Give at least 3.
•Balances
•Transactions
•Statements
•Optional products
•Interest rates
If a CH calls in requesting to enroll for paper statement. What type of validation you will perform?
Low risk secondary validation
if OTP is possible this would be your first option
When do you create a work entry case?
When an agent is unable to or is not equipped to resolve a query. They have to create a task for the relevant party or department to resolve the issue.
What occurs when two pieces of information are used simultaneously to search for an account in the CSR Portal?
You won't get any result.
I am your way to streamline common processes. You can see me in all hierarchies of Salesforce. What am I?
Workflows
If OTP validation is not possible for your CH, what do you need to do next?
Perform Verbal Validation and refer to the Validation Question list in the SOP.
When creating an applicants and prospect case, what do you need to always do if you've selected Application New or Application Status as your case type?
Make sure that the Status is changed to Closed and the Closure reason as Case Resolved
What are the tabs that you can see when you access an account in CSR Portal?
Profile
Accounts Overview
Accounts and Card
Service requests