Vitality Assessment After Enterprise Solutions Training - Ple.care - Nov Fy'12
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 eac
- 1.What is the expanded meaning of the acronym SOC?
- A.
Special Operations Consulting
- B.
Solutions Operation Center
- C.
Service Operations Command
- 2.What is the expanded meaning of the acronym ESO?
- A.
Enterprise Solving Orders
- B.
Enterprise Solutions Orders
- C.
Enterprise Stocked 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
- 4.The Dell team developing solutions for its customers is named ...
- A.
Connected Workspace Team
- B.
Go-To-Market Team
- C.
ESO 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
- 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
- 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
- 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
- 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
- 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.
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