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100
Once you locate a Person or Business Account, what must you do before adding either account to the Interaction?
What is Verify the address of the Person Account or Business Account prior to adding it to the Interaction, to ensure you are selecting the correct account.
100
In Service Cloud, the solution is called what?
What is an article
100
What is the difference between an interaction and a case?
What is An Interaction is the “parent” Case created for the call itself, whereas a separate “child” Case is created for each customer request.
100
What is the USCC label of Dechallenge in Service Cloud?
What is Did AE Improve?
100
After choosing a template for letter creation, you open the letter in Microsoft Word and make appropriate edits to it. What steps do you take next?
What is You need to save the updated letter to your desktop. Find it through the browse feature and click continue.
200
When adding a new HCP, HBP, or Business Accounts, you need to select a type and a _______ _______ of the account.
What is sub type.
200
What is a very important step to complete after you find the article and click the attach button?
What is close the search or else the article will not attach.
200
Do you have to complete a data change request for a provider calling in with a new specialty?
What is Yes
200
What is the Service Cloud label of Did AE reappear after reintroduction in USCC?
What is Rechallenge
200
After you’ve added all case details to a request where a letter needs to be mailed out to a customer, have attached the letter, and have added instructions for the Mail Team, what do you have to do next to ensure the letter is mailed out?
What is change ownership to the Mail Team queue so that the letter will go out.
300
When adding a new customer or Merck employee to the system, you will not have to select a sub-type for the account if the person falls under the _________ or ___________ category
What is consumer or employee
300
True or False. Attach an article for each customer inquiry asked
What is True
300
Describe the process for accessing USCC cases that are necessary to retrieve once Service Cloud goes live. For example, AE/PQC/Legal cases.
What is • If you need the previous service request from USCC to manage a current call, IM your Supervisor or other team member who has read access only to USCC, and request that they e-mail you the SR asap. (Place the customer on hold or let the customer know that you will call them back.) OR • If the service request from USCC is not immediately necessary for the management of the customer inquiry, send an email to your supervisor or member of your team that has read only access to USCC to request that they email you the service request. • Attach the USCC SR to the Service Cloud case • Document the previous USCC Service Request number in Service Cloud notes, and also document the USCC service request is attached to the case, and proceed with management of the case through to resolution.
300
If a detail field does not apply to the AE, or the reporter does not provide the information, what three phrases can be entered into the field?
What is not applicable, unknown by reporter or refused to answer Remember, fields cannot be left blank or completed as just ‘Unknown.’
300
What is the difference between a general email and a case details DDP email?
When you need to send the entire case that includes all of the case details, you will click send letter to create a DDP email. The entire case will get attached to the DDP template. By sending a general email, this includes product details, customer information but not notes. You click send email. Important reminder: Be sure to read the article on when to use a DDP template or a regular email.
400
Once you enter in a new address, you have to wait until it’s validated to use the address in an Interaction. True or False
What is False. You can use the new address immediately in the Interaction, even though the address hasn’t gone through a validation process.
400
Best practice when looking for an article to find for the case is to search how?
What is by using a Keyword.
400
What check box would you mark off if a customer did not wish to receive a customer satisfaction survey for the call they are currently on?
What is the Do not Survey box under the interaction log
400
What should be done if a customer calls back for a follow-up regarding a closed AE/Legal Case?
Find the original case, add new note, get someone to open the case for you and then email the entire case via DDP to Legal
400
True or False? After sending an email with an attachment, that attachment can’t be deleted
What is True
500
When entering the zip code for a new address in the Service Cloud, the city and state fields will automatically populate.
What is False. Entering the zip code will not cause the city and state fields to auto-populate. You will need to enter the city and state manually.
500
If an article contains questions, how should the customer’s answers to those questions be captured?
What is Questions contained in an article are automatically transferred to Case Notes when the article is added to the case.
500
What check box would you mark off if a customer did not wish to receive a customer satisfaction survey ever?
What is go to the account details screen within the contact information section and click the Survey Opt out checkbox.
500
Why is it important to choose the AE type and then hit save?
For certain AE types, Not applicable will automatically flood in for those questions that do not need to be asked. In the event that you hit save and then you need to update the type, you can update it but the Not applicable fields will not reverse. You will have to manually delete the Not applicable out of the fields that are irrelevant to that AE type.
500
When trying to understand where an email should be sent, what email template to use and what template folder to look in when sending an email, where will you find this guidance?
What is It will be contained within the article