Stroke Connection Magazine: Customer Service Trivia Questions Quiz

5 Questions | Total Attempts: 57

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Stroke Connection Magazine: Customer Service Trivia Questions Quiz

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Questions and Answers
  • 1. 
    If customer calls in to report that their loved one who has passed away is still receiving email, what must you do to help that customer?
    • A. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity and code it as Direct Mail, DEC, sub reason 2 code and mark complete.

    • B. 

      Create an activity and code it as Direct Mail, DNM, sub reason 2 code and mark complete.

    • C. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity and code it as Direct Mail, DEC, sub reason 2 code and mark complete. Then you must go to the contact record and mark DNM. and save.

    • D. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity and code it as Direct Mail, DEC, sub reason 2 code and mark complete. Then you must go to the contact record and mark DEC and save.

  • 2. 
    If a customer calls in asking to be removed from the mailing list but would like a one time email, how do you code this?
    • A. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address.Create an activity and code it as Direct Mail, DNM, sub reason 2 code, and covert it to a fulfillment case for the email.

    • B. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity and code it as Direct Mail, DNM, sub reason 2 code, and covert it to a fulfillment case to send the email. Mark the contact record for everything as Do Not Allow or Do Not Correspond on the Details and Contact Preferences of his contact record.

    • C. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity and code it as Direct Mail, DNM, sub reason 2 code, and covert it to a fulfillment case to send the email. Mark the contact record as Do Not Allow and Do Not Correspond on the Details and Contact Preferences of his contact record, except have Email coded as allow and Do Not Email as none.

    • D. 

      Verify the mailing address on the contact record or create a contact record with a full mailing . addressCreate the activity and code it for Direct Mail, DNM, and the sub reason 2. Mark it complete.

  • 3. 
    If a customer calls in to report a name change or address change, what do you need to do?
    • A. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address, change the contact record to reflect the customer's request, and create an activity. Code it as Direct Mail, Address Change/Name Change and put the incorrect/old information in the description field on the activity.

    • B. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address. Create an activity. Code it as Direct Mail, Address Change/Name Change and put the correct/new information in the description field on the activity.

    • C. 

      Create an activity. Code it as Direct Mail, Address Change/Name Change and put the correct/new information in the description field on the activity. We don't need the old information.

    • D. 

      Verify the mailing address on the contact record or create a contact record with a full mailing address, change the contact record to reflect the customer's request, and create an activity. Code it as Direct Mail, Address Change/Name Change.

  • 4. 
    What is the best way to search for a customer in Dynamics if you're searching using the phone number?
    • A. 

      Type it in without dashes ex. 2142353048

    • B. 

      Type it in with parentheses and dashes ex. (214) 235- 3048

    • C. 

      Type it with asterisks ex. *214*235*30

    • D. 

      Don't ever look by phone number

  • 5. 
    How will we begin fulfilling Stroke Connection Magazine subscriptions?
    • A. 

      We can continue fulfilling the subscription through MS Dynamics by coding the activity with Stroke-Stroke Connection Magazine- First call resolution. No fulfillment case is needed.

    • B. 

      All callers who have emails in the system and you code an activity for stroke will automatically be subscribed to SCM.

    • C. 

      You will create an activity and code it properly. Then refer them to http://www.strokeassociation.org/strokeconnection so that they can subscribe themselves or you will go there and fill that out for them.

    • D. 

      We can continue fulfilling the subscription through MS Dynamics by coding the activity with Stroke-Stroke Connection Magazine- First call resolution. Create a fulfillment case using Stroke Connection Magazine as the delivery method.

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