DTC
DTC should be used on every one of these.
What is an inbound call?
CID stands for this.
Case Intelligence Dashboard
All open cases require a ____ that states next best action to be taken on the case.
Task
The target for DTC effective is...
90 percent
24 Hours
Cases will go idle when untouched for this amount of time, especially when untasked.
3 days
DTC must be used in _____ Chrome.
Local
The Two types of tasks that we should be using against our cases are ______.
Email and Close
This action should be taken when Tech-B assists your customer.
Regain ownership.
The Three metrics that are tracked with regard to DTC are _____, _____ and _____.
Usage, effective, speed-to-DTC.
An E-Mail task always requires an ________ as the primary action prior to marking the task as completed.
When following unresponsive process without a preferred method of contact, we must attempt 3 contacts in the form of ______ and ______.
2 emails, 1 phone call
These are the Four steps we take as part of the troubleshooting path when DTC/Boomi is not working as expected.
- Ensure "open guided solution within DTC" is unchecked in DTC settings.
- Clear Cache/Cookies
- LFI
- Use in Horizon if left with no other choice.
This is the section in CID that will tell me what actions are needed and when they're needed by with regard to an active trigger.
The Blue "i" button.
Customer.