Managing the Customer Service Process

1.

Choose the correct answer.

Service Call

Service Contract

Equipment Card

Service A/R invoice

2.

There are two correct answers.

Equipment cards can be created manually and automatically.

The purpose of an equipment card is to document if a service level agreement has been met.

Automatically created contracts are always based on a warranty Contract Template.

Automatically created contracts cannot be edited.

3.

There are three correct answers.

Document actions and manage activities related to the service call

Assign the service call to another user or queue

Record a service call for two different items

Change the service contract coverage days and times

Track service call history and search for solutions

4.

There are two correct answers.

You can search for a solution from the service call as well as from the knowledge base.

You need special authorization to search for a solution with the status "Publish".

You can define a new status for a solution.

Knowledge quiz