Salesforce Desktop
What section within Salesforce Desktop can you view to confirm if a client is enrolled in Online Access?
Relationship Group -> More -> Online Access
What is the Full Name of the software we use for our phone system?
Avaya Workplace
What the 2 ways you an access salesforce?
•Navigate to the Joneslink homepage > Associate resources > salesforce
•Navigate to the OCS sharepoint site > Quick Links > login | salesforce
What is the preferred method to search for a client profile in the CSR Tool?
Social Security Number
What 2 ways can you search for a client's account in MyDesktop?
Account Number
Social Security Number
Where in Salesforce Desktop can you view the name of the Financial Advisor on an account?
Relationship Group -> Details -> Relationship Group Details
How do you get someone's attention in an MS Teams Group Chat?
@mention or @person name
When answering a call in Salesforce, what 3 pieces of information must clients provide to verify their identity?
1.Account #
2.SSN# (FULL)
3.Client Name & Street Address
OR
1.If client does not have the Account #, we will need the SSN # (FULL)
2.Client Name & Street Address
3.FA Name or BOA name (first name or previous FA/BOA if verifiable is acceptable.
On which tab can you verify if a client has security features set up?
The Security Tab
To bring up a Canadian account what field do you need to change prior to entering the Social Insurance Number or Account Number?
The country field in the top left section will need to be changed to CA before you can pull up the Canadian account.
Which section within Salesforce Desktop control how accounts are viewed in Online Access?
Relationship Group
On the Communication Screen, what is the command you use to view the Listholder screen?
LHLD,<Account Number>
Within Salesforce, how can you create and add to a favorites list?
From any record click the star icon to mark the displayed record as a favorite. Also, you can click the drop-down arrow to edit or delete any favorites.
When resetting a password in the CSR Tool, what is the temporary password you will use?
abcd1234
What is the web id for the direct extensions for home office department with # numbers
WEB5025477
Which section within Salesforce can you add, edit, or delete an email address?
Click on the account and then click on the name tab and the open profile button OR under Financial Accounts click on the client's name and then edit Profile.
In the Communication Screen, how can you view historical client information on the Listholder's screen?
To view the history of information for one of the roles listed you will use command: LHLD,<acct #>. On the LHLD screen you will enter the item number of the person/role you want to view the history for in the ITEM field and H (for history) in the ACTION field
A client calls in because they are locked out of their online account. What article can you use to assist the client with this issue?
Knowledge Article #000001570 - Lock/Unlock/Reactivate Userid
Where can you view the last 4 digits of the verification code to assist with an email verification?
The Verification Support Tool
How can I find the branch number for FA, Calvin Bond?
Under Directory section in MyDesktop menu bar change the search for field to FA and the By field to FA Name. Search for the last name bond and you will pull up branch #89654
Where you would be able to see if an account has a restriction?
Click on the account and it will show in the space underneath the account next to a red circle with a padlock.
How do you leave an MS Teams Chat?
To leave a chat click the more options icon (the three dots to the right of the chat) and select Leave ORclick the people icon in the top right of the teams chat screen and select leave
What is the name of the software we use within Salesforce to take calls?
C1 Connect
If a client has been locked out from enrolling in Online Access and they are receiving an error message stating they have had too many unsuccessful attempts at enrolling, where can you go to "reset" their attempts of enrollment?
Reset Security Log
What is the web id for the page displaying the screenshots of what the client will see when enrolling in Online Access?
WEB162058 - Client Initiated Enrollment