Vitality Assessment After Enterprise Solutions Training - Ple.care - Nov Fy'12

10 Questions | By Xs_excess | Updated: Mar 20, 2022 | Attempts: 31

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Hello,

Deadline: Wednesday, November 30, 2011 at 4pm.

You are in receipt of the vitality assessment after the "Enterprise Solutions Training - PLE. Care - Nov FY'12."
It is an assessment built for PLE. Care team members with the purpose of gauging your basic understanding of Enterprise Solutions and knowledge of the importance of accurately identifying and correctly handling and routing a Solution Order to the dedicated SOC team.

The passing score is 80%.

PLEASE, DO NOT FORWARD THIS LINK or share the assessment.
This link is uniquely tied to this assessment and your email address.

For each Read moreof the questions:
mark the letter of the answer that best fits the question
or choose the right answer

Thanking you beforehand for your attention!

Regards,
Manuel Vega and Xenia Spencer

Questions and Answers

1.

What is the expanded meaning of the acronym SOC?
- A.
  
  Special Operations Consulting
- B.
  
  Solutions Operation Center
- C.
  
  Service Operations Command
Correct Answer
B. Solutions Operation Center
2.

What is the expanded meaning of the acronym ESO?
- A.
  
  Enterprise Solving Orders
- B.
  
  Enterprise Solutions Orders
- C.
  
  Enterprise Stocked Orders
Correct Answer
B. Enterprise Solutions Orders
3.

All solutions will be delivered to the customers via a “____” from the SOC.
- A.
  
  Quote email and/or fax notification
- B.
  
  Proposal
- C.
  
  Container slip
Correct Answer
B. Proposal

Explanation
No quote numbers will be provided to the customer to differentiate an ESO from a regular/standard/enterprise order.

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4.

The Dell team developing solutions for its customers is named ...
- A.
  
  Connected Workspace Team
- B.
  
  Go-To-Market Team
- C.
  
  ESO Team
Correct Answer
B. Go-To-Market Team
5.

The names of some of Dell’s email/file/SharePoint archiving and user virtualization solutions are ...
- A.
  
  Chevron and Odyssey
- B.
  
  Flatiron and Osprey
- C.
  
  Neutron and Mousey
Correct Answer
B. Flatiron and Osprey
6.

Each ESO solution or order will have the following SOC support ...
- A.
  
  Dedicated: Solution Organization Manager, Account Team, Order Processor and Care Agent
- B.
  
  Dedicated: Solution Operation Manager, Account Team, Order Processor and Care Agent
- C.
  
  Dedicated: Solution Partnering Manager, Account Team, Order Processor and Care Agent
Correct Answer
B. Dedicated: Solution Operation Manager, Account Team, Order Processor and Care Agent

Explanation
The SOC (Solutions Operations Center) provides operational support for all solutions.

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7.

Each Delta SR for each solution will have the following “Title,” ___.
- A.
  
  ENTERPRISE SOLUTION: CONTACT THE ESO
- B.
  
  ENTERPRISE SOLUTION: CONTACT THE SOC
- C.
  
  ENTERPRISE SOLUTION: CONTACT THE SOC Care Team
Correct Answer
B. ENTERPRISE SOLUTION: CONTACT THE SOC

Explanation
The dedicated SOC Care rep will proactively create a Delta Service Request type, “Container,” under the customer number for every solution. Having a title is part of the required process and being pre-set will remind all of the type of order onhand.

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8.

A Dell ESO order will typically contain any combination of HW, SW and/or services, and with this enterprise experience, our potential customers come to Dell with a problem or idea and we create a solution.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
9.

In ESO, it's one solution for just one customer to avoid patent violations and the new customer number is created only for solution orders regardless of prior purchasing history.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
One solution can be offered to multiple customers, e.g., virtualization, email and file archiving seen as necessary to large businesses and global corporations.

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10.

The engagement and/or escalation path for all ESO – type orders is ... (check all that apply)
- A.
  
  PLE.Care must first engage the owner of the SR (SOC Care Rep) via IM and transfer the call.
- B.
  
  If the agent is NOT available, contact the SOM (Solutions Operation Manager) via IM.
- C.
  
  If the SOM is NOT available, send an email to the SOC care rep and copy the SOM to ensure they are the ones to follow up with the customer.
Correct Answer(s)
A. PLE.Care must first engage the owner of the SR (SOC Care Rep) via IM and transfer the call.
B. If the agent is NOT available, contact the SOM (Solutions Operation Manager) via IM.
C. If the SOM is NOT available, send an email to the SOC care rep and copy the SOM to ensure they are the ones to follow up with the customer.

Explanation
The SOC Care Agent will be responsible for handling all issues and inquires related to an Enterprise Solution order.

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Current Version
Mar 20, 2022

Quiz Edited by
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Nov 27, 2011

Quiz Created by
Xs_excess

Vitality Assessment After Enterprise Solutions Training - Ple.care - Nov Fy'12

What is the expanded meaning of the acronym SOC?

What is the expanded meaning of the acronym ESO?

All solutions will be delivered to the customers via a “____” from the SOC.

The Dell team developing solutions for its customers is named ...

The names of some of Dell’s email/file/SharePoint archiving and user virtualization solutions are ...

Each ESO solution or order will have the following SOC support ...

Each Delta SR for each solution will have the following “Title,” ___.

A Dell ESO order will typically contain any combination of HW, SW and/or services, and with this enterprise experience, our potential customers come to Dell with a problem or idea and we create a solution.

In ESO, it's one solution for just one customer to avoid patent violations and the new customer number is created only for solution orders regardless of prior purchasing history.

The engagement and/or escalation path for all ESO – type orders is ... (check all that apply)