This is where places you have recently visited can be found.
What is Recent Items.
100
Before beginning a new case, you must have or create this information for the caller.
What is a Contact.
100
Used to track and solve client issues.
What is a Case.
100
This product only has a classic and 2.0 version by the same name.
What is RegOnline.
100
A RegOnline representative has this much time to being investigating an email case.
What is 24 hours
200
When looking for a contact, account, or case, this is the place to begin.
What is the Search Bar.
200
you must gather this basic information to create a contact.
What is First Name, Last Name, Email.
200
Help you determine if your customers are eligible for customer support so you can create cases for them. A customer may be eligible for support based on a particular asset, account, or service contract.
What is an Entitlement.
200
This product was formally known as, and is occasionally referred to as GroupMax
What is Passkey
200
A Passkey representative has this long to begin investigating a Priority 2 case.
What is 2 hours.
300
This tab in SFDC will allow you to view all information associated with a client's relationship with Lanyon.
What is the Accounts Tab
300
This should always be attached to each case with a resolution.
What is a Knowledge Base Article
300
These are found at the top of the page will help you jump to topics (cases, notes, history, etc.)
What is a Hot Link
300
Lanyon Passkey, Lanyon Group, and Lanyon Transient are a part of this cloud.
What is Smart Hotel Cloud.
300
If the SLA indicator is red for a Lanyon Meetings product, what is the minimum time that case has been in the cue?
What is 2 hours.
400
This tab will allow you to socially connect with other Lanyoneers.
What is Chatter.
400
Before working on a case received via email, you must do this.
What is take ownership.
400
This shows Customer Impact at a Glance. It starts off green. Blank and Minimal are green. Moderate is blue. Severe is yellow. Critical is red.
What is a Status Indicator
400
These products were previously formally known as Starcite
What is Lanyon Meetings and Group
400
Once someone has taken ownership of a case, what does the SLA clock reset to?
What is 48 hours.
500
This tab will allow you to view and create metrics for a certain topic.
What is Reports
500
The record type must be this when creating a new case.
What is Customer Support Record Type.
500
– If a case is made by an email, this is filled in by the email subject line. This should be updated in each case to briefly describe the issue.
What is the Subject.
500
What products make up the Smart Events Cloud?
What is RegOnline, Lanyon Events, Lanyon Meetings, Lanyon Travel, and Lanyon Mobile.
500
Other than a case being closed, this status will stop the SLA clock.