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RMS Module 9 Flashcards | StudBud

Explore/RMS Module 9

When SCHEDULING, what type of line items do we add to the ticket?

If a customer is Self-service, We email installation Guides

RMS Module 9

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Questions 14

Answers

1
If a customer is Self-service, We email installation Guides
True
False
2
When SCHEDULING, what type of line items do we add to the ticket?
Random Codes
We can't add to items to a ticket
Service Line Items
Product Line Items
3
What notes do we update in Salesforce?
History & Note to Tech
Case Comments
Scheduling Notes
All Answers
4
What email template do we use after shipping equipment for pro-installation?
Dont send an email
3G to 4G Pro install Email 1
3G/4G Migrations Order
3G to 4G Self install Email 1
5
ALWAYS assign the C4S ticket to yourself
True
False
6
What Vendors do we want to schedule with first?
Tier 2 (yellow)
Tier 1 (green)
Tier 3 (red)
Tier 0 (Blue)
7
What information do you need to open the ticket in C4S?
C4S Ticket Link
6 digit Work Ticket Number
Account number
Shipping address
8
We work with Government cases
False
True
9
Why are RMAs created?
For Sales agents that need to process a sale
For customers that choose to NOT re-sign a contract for 3g to 4g upgrade
None of the above
For customers that choose to sign a contract for 3g to 4g upgrade
10
Who assigns you and other agents cases?
You pull your own cases
Verizon's CEO
Sales Team
Your Supervisor
11
What Status do you change the case too?
New to Pending Follow - up
New to Scheduled
New to Queued
Leave it New
12
When SHIPPING equipment, do you do the ATP check or Request External Pricing
Request External Pricing
ATP (Available to Promise)
13
What do you delete off of the Ship to address?
City
State
District
Street name
14
What does RMA stand for?
Return Manuals Augument
Return Materials Authorization
Return Merchandise Authorization
Return Module Allotment