Manual
What happens to Salesforce after 30 minutes of inactivity?
Automatically time-out
What case fields are required to be filled out if the call center finds a second SUID for a child?
“Duplicate SUID" and “Deactivated SUID#”
What is CCR?
Case Child Relationship; completes the Child Contact
When is a new parent contact created?
When the First & Last Name, Email, or Phone Number do not match.
What is used to log/classify cases based on the reason provided by the caller?
Salesforce Case Matrix
What is used to find the child's name, address, or phone number on file?
"Search Bar"
What should be selected for the "New or Existing Record" field when NO ACCOUNT is located?
"New"
What is PCR?
Parent Child Relation; links the child contact and parent contact
Which area will show inbound calls received and/or outbound calls made to the individual?
Call Logs
What must be completely followed to ensure that all required information is thoroughly collected?
Case Description Template
What generates in the Service Console when Contacts and/or Cases are open?
"Tabs"
What should be collected and appropriately filled out before moving to the next call?
ALL Salesforce Case information
What are the fields within the PCR?
"Parent", "Child", & "Relationship"
Which section will be used to track address updates in Salesforce only?
"Previous Address"
What is the Priority used for Escalation cases?
"High"
What are the words or numerical digits in blue letters that connect to other Salesforce windows.
"Hyperlinks"
What must be included in addition to the previous and new addresses for all case escalations?
Any demographic update information.
What are the fields within the CCR?
"Current Grade", "School Name", "Eligibility Criteria Demographic Type", "Child", & "Case".
What area will populate as there are ongoing changes to the parent contact in Salesforce?
"Contact History"
What is the Escalation Reason used for Non-Escalation cases?
"No Escalation"
What is used on a cellular device to get a one-time password code?
Microsoft Authenticator
What are the specific case fields that are NOT required for call center agents to complete?
“Resolution”, “Results of Escalation”, “Call Center: Call Back Outcome”, & “Call Center: Escalation Outcome”
Which items are mandatory to link for escalations?
Parent Contact, Case, PCR, & CCR.
What should be created if a school/district employee calls for guidance about SUNBucks cards they received?
"general contact"
What are the two case fields that must match exactly as shown in the Matrix?
"Subject" & "Type"