12 Questions
How can customer calls be logged?
Through phone, email, web access, or interface
What details are recorded when a customer call is logged?
Customer, site, equipment, problem, and work.
What reference number is provided to the customer?
Sentinel Group reference number.
What happens to calls of customers on credit hold?
They are logged but not progressed until the hold is addressed
What type of calls are created for preventive maintenance work?
Internally logged calls.
What is out of scope and not managed in IFS Cloud?
Installation work.
What is checked during the call logging process?
Customer's entitlement to service
What are fault calls screened for?
Required parts and actions.
How is a technician selected for a call?
Based on information like call planning and appropriate matching.
What is the purpose of creating internally logged calls?
For preventive maintenance work.
What happens to calls of customers who are not entitled to service?
They are rejected and not logged
What is the purpose of providing a reference number to the customer?
To track the progress of the call.
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.
Test your knowledge of customer service and call management with this quiz! Learn about the different ways customer calls can be logged, the information that needs to be recorded, and how technicians are selected for each job. Master the Sentinel Group reference system and understand how to handle calls for customers on credit hold. See if you know the scope of IFS Cloud and the importance of checking customer entitlement. Brush up on your ability to screen fault calls and identify required parts and actions. Take this quiz and become a customer
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