Sspa Certification - General Customer Support Quiz #1
This quiz is to be taken by those attending Caroline's "knowlege transfer" sessions to prepare for the upcoming SSPA Certification audit.
- 1.Where can you find a list of all incidents opened for a customer?
- A.
Within the Contact under "Additional Information"
- B.
Within the Account record under "Incidents"
- C.
In the Documents tab
- D.
On the Home page, under "Recent Items"
- 2.What can you find in the new Support Training site?
- A.
Recordings of past training sessions
- B.
A section for New Hires
- C.
A section for Quizzes
- D.
A section on Soft Skills
- E.
All of the above
- 3.How can you distinguish if a customer is an Enhanced Support customer?
- A.
You call the Account Managaement team
- B.
Go in the Account to see the support level
- C.
Go on the TIP Customer Support Processes Site
- D.
It is not possible to know this, only Finances knows
- 4.If you want to have access to a recorded training session that was given during the weekly support training period, you can access the new Support Training TIP site.
- A.
True
- B.
False
- 5.A list of SMEs (Subject Matter Experts) is available, which includes the contacts the SMEs can talk to in other teams.
- A.
True
- B.
False
- 6.There is no written process yet on Transferred to R&D (Dup).
- A.
True
- B.
False
- 7.How can you find out if a customer has an Entitlement assigned to them and what the name of that Entitlement is?
- A.
Within the "Entitlements" block within the account record
- B.
Within the Contact under "Additional Information"
- C.
On the Home page, under "Recent Items"
- D.
In the Documents tab
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