Customer care Trivia! Test Your Knowledge! Quiz

When a customer calls into the technical support department with a sales issue and no actual technical issues, it should be logged in the Sales Contacts tab of CRM. This is because the customer is calling with a sales issue, indicating that they are a potential or existing customer who needs assistance with their sales-related concerns. The Sales Contacts tab is specifically designed to track and manage customer interactions and inquiries related to sales, making it the most appropriate location to log this particular type of call.

The 10/15/20 Rule is the most suitable explanation for the given answer. This rule suggests that team leaders should check in with their team members after 10 minutes, then after 15 minutes, and finally after 20 minutes to ensure that they are on the right track. This rule helps to monitor progress, provide guidance, and make necessary adjustments if needed.

The statement "Tech is the only department that views the support call notes" is false. It implies that only the Tech department has access to the support call notes, but it doesn't specify if other departments have access or not. Therefore, it cannot be concluded that Tech is the only department with access to the support call notes.

The given answer is "False" because it is the opposite of "True". Without any context or specific question, it is impossible to provide a detailed explanation.

Comments about a customer's mood or attitude should not be put in the Diagnostics/Resolution notes because they are not relevant to the technical aspects of the call. These notes should focus on the specific technical issues and solutions discussed during the call. Mood or attitude observations may be subjective and can potentially bias the Sr. Tech's perception of the call, leading to incorrect decisions about whether the call needs to be escalated or passed on.

The statement is false because even if a call is scheduled for a Sr. Tech call back, it is still necessary to notate the schedule information in the call notes. This is because the scheduling system may not always be accessible or may not contain all the necessary details about the call. Notating the schedule information in the call notes ensures that all relevant information is easily accessible to the team handling the call.

When a customer calls in about a technical issue, the notes related to that call will be logged under "Support Calls". This category is specifically for recording and documenting the details of customer calls related to technical problems. It helps in keeping a record of customer issues, their resolutions, and any additional information that may be relevant for future reference or analysis.

The correct answer is "The call should be logged in the Support Calls tab, no exceptions." This answer is supported by the statement that "The call should be logged in the Support Contacts tab, no exceptions." This implies that when a customer calls in for a walkthrough, the call should be logged in the Support Calls tab, as it is the appropriate tab for logging calls. The other options are incorrect because they either suggest logging notes instead of calls or logging calls in the wrong tab.

The statement is false because notating what a customer tried to do to resolve an issue is important in the notes. It helps in understanding the customer's perspective and the steps they have already taken. It also helps in avoiding duplication of efforts and provides a history of the issue for future reference.

In order to properly document the escalation process, it is important to include the initials of the team lead who approved the decision to pass the call. This helps in tracking the approval and ensures accountability within the team. By including this information in the resolution notes, it becomes clear who authorized the escalation and who is responsible for the decision. Therefore, the statement is true.

It is important to note the issue within the first minute of the call because this allows for immediate action to be taken. By identifying the issue early on, it can be addressed and resolved promptly, ensuring efficient communication and problem-solving during the call. Waiting until after the call is over or within the first 5 minutes may result in delays and missed opportunities to address the issue in a timely manner.

The statement is false because the dropdowns on the left should be completed during the call, not after it is over. Completing the dropdowns after the call would defeat the purpose of using them to gather information or make selections during the call.