Crm01 - Interaction Center: General User - Kc
5 Questions
| Total Attempts: 159
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Questions and Answers
- 1.What information cannot be captured when creating a contact?
- A.
First Name
- B.
Phone Number
- C.
Email
- D.
Birthday
- 2.Where will users view tasks assigned to them?
- A.
CRM Inbox
- B.
Lotus Notes Inbox
- C.
Interaction Record
- D.
CRM Task Master
- 3.You can have a task without an interaction record.
- A.
True
- B.
False
- 4.Who does not use CRM?
- A.
Inside Sales
- B.
Customer Service
- C.
Agents
- D.
Finance
- 5.What are the first 2 steps that must always be done when a customer or agent calls?
- A.
Identify reason for interaction and confirm
- B.
Identify customer account and confirm
- C.
Identify customer and expedite transfer
- D.
Identify customer service level and name
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