Podcast
Questions and Answers
How can customer calls be logged?
How can customer calls be logged?
- Through phone, email, web access, or interface (correct)
- Through smoke signals or telepathy.
- Through Morse code or semaphore
- Through fax, mail, or carrier pigeon.
What details are recorded when a customer call is logged?
What details are recorded when a customer call is logged?
- Problem description and work schedule only.
- Site address and equipment model number only.
- Customer, site, equipment, problem, and work. (correct)
- Customer name and phone number only.
What reference number is provided to the customer?
What reference number is provided to the customer?
- Sentinel Group reference number. (correct)
- Service order number.
- Customer ID number.
- Call center reference number.
What happens to calls of customers on credit hold?
What happens to calls of customers on credit hold?
What type of calls are created for preventive maintenance work?
What type of calls are created for preventive maintenance work?
What is out of scope and not managed in IFS Cloud?
What is out of scope and not managed in IFS Cloud?
What is checked during the call logging process?
What is checked during the call logging process?
What are fault calls screened for?
What are fault calls screened for?
How is a technician selected for a call?
How is a technician selected for a call?
What is the purpose of creating internally logged calls?
What is the purpose of creating internally logged calls?
What happens to calls of customers who are not entitled to service?
What happens to calls of customers who are not entitled to service?
What is the purpose of providing a reference number to the customer?
What is the purpose of providing a reference number to the customer?
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Study Notes
- Customer calls can be logged through phone, email, web access, or interface.
- Details of customer, site, equipment, problem, and work are recorded.
- Sentinel Group reference number is provided to the customer.
- Calls of customers on credit hold are logged but not progressed until the hold is addressed.
- Internally logged calls are created for preventive maintenance work.
- Installation work is out of scope and not managed in IFS Cloud.
- Customer's entitlement to service is checked during the call logging process.
- Fault calls are screened to identify required parts and actions.
- Technician is selected based on information like call planning and appropriate matching.
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