How Well Do You Know the IFS Cloud Call Logging Process?
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Questions and Answers

How can customer calls be logged?

  • Through phone, email, web access, or interface (correct)
  • Self-service Customer Portal
  • Customer Engagement - Call Centre
  • Through chat or flow chart

    • What details are recorded when a customer call is logged?

  • Problem description and work schedule only.
  • Customer, site, equipment, problem, and work. (correct)
  • Customer name and phone number only.
  • Site address and equipment model number only.

    • What reference number is provided to the customer?

  • Service order number.
  • Call center reference number.
  • Customer ID number.
  • Sentinel Group reference number. (correct)

    • What happens to calls of customers on credit hold?

    <p>They are logged but not progressed until the hold is addressed</p> Signup and view all the answers

    What type of calls are created for preventive maintenance work?

    <p>Internally logged calls.</p> Signup and view all the answers

    What is out of scope and not managed in IFS Cloud?

    <p>Installation work.</p> Signup and view all the answers

    What is checked during the call logging process?

    <p>Customer's entitlement to service</p> Signup and view all the answers

    What are fault calls screened for?

    <p>Required parts and actions.</p> Signup and view all the answers

    How is a technician selected for a call?

    <p>Based on information like call planning and appropriate matching.</p> Signup and view all the answers

    What is the purpose of creating internally logged calls?

    <p>For preventive maintenance work.</p> Signup and view all the answers

    What happens to calls of customers who are not entitled to service?

    <p>They are rejected and not logged</p> Signup and view all the answers

    What is the purpose of providing a reference number to the customer?

    <p>To track the progress of the call.</p> Signup and view all the answers

    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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    Description

    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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