Crm01 - Interaction Center: General User - Kc

5 Questions | Total Attempts: 159

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Crm01 - Interaction Center: General User - Kc - Quiz

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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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