User Roles/Approvals
I have to access the users profile on Egencia website to see who is the arranger/approver for that person? (YES/NO)
No, this can be found on Call Center Interface (CCI) too.
What do we need to do to avoid simultaneous handling of a case?
Assign to Me
I can update a travelers profile on CCI - fx seat preference? (Yes/No)
No - it can only be done on Egencia website via Profile page
Who will be allowed to create/edit and deactivate user profiles? (Name both user roles)
Travel Manager/Director or Manage Users
We can handle chat messages in Salesforce? (YES/NO)
Yes
How do I access the caller's profile from CCI?
CTRL - Button
Andy Tart (Travel Arranger) wants to make a reservation for Johannes Källqvist (Self-booker).
Which profile will you take control of to process a booking online?
Andy Tart's profile
How can we set a reminder to review a case on a different day?
Create a New Task
How can customers log in to their profile?
ESI - Egencia Sign In through www.egencia.xx
SSO - Single Sign On
Name the arranger role that allows to arrange trips for anybody in the company (and is not Travel Director)?
Flexible Arranger
What case status will be displayed when client replies to a closed case?
Reopened
Name the two ways a new profile can be set up?
Create User in the Tools Tab
Self-Registration
Name at least 2 of the roles that have access to arrange trips for a guest traveler?
Flexible arranger
Guest traveler arranger
Travel Director
Guest manager
In which Tab can we find the features Send/Reply Email, Comment, New Task, Log Call, Close Case, On Hold?
Activity/Communication Tab
Peter Smith (self-booker only) call you to make reservation for himself and Christina Johnson (guest)
Do you use Peter or Christinas profile to handle this reservation?
Trick question. You have to refer Peter to TD as he is self booker only, and can only book for himself.