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Contact Center Sales

Contact Center Salesforce/CRM - Moves

QuestionAnswer
TRUE/FALSE-CPR, FWC and Field Order are order types used to connect and disconnect service? TRUE
WHAT WILL YO UUSE-If an Individual Customer fails the Experian Check with POS id for Fraud and the Meter Status is "Office Off", what Meter Read, Investigation and Company Driven order type would you have to issue in CRM after creating a Connect case? Inactive With Use Investigation Order
TRUE/FALSE- When Connecting to a Commercial Premise, Deposits must always be waived in CRM. TRUE
TRUE/FALSE-An Obligation is a method of holding a service order from going to the field. TRUE
Which Salesforce record/Profile do we start on to initiate a transfer service case? Billing Account Profile
Which Tab would we select on a Work Order to reschedule it for a different date? Multi-maintain
TRUE/FALSE-In addition to maintaining the date and time on a moves order, you can also maintain the completion method (ex. FWC-Field Order or Field Order - CPR)? TRUE
With the appointment notifications the customer can get both email and text service appointment notifications. TRUE
When do we run an individual customer through Experian? When adding a new customer or starting (establishing) Service for a customer.
On what record/Profile do we begin to create a Turn-On case to start services for a new customer? Premise Profile
On what record/Profile do we start a disconnect only service case? Bill Account
You can generate an email to a customer who fails POSID from which tab of the Turn-On Case? Feed
A Transfer Case where the disconnect and the start (establish) service are both done using the completion method of CPR, how many Cases and how many Work Orders are generated? 1 Case and 2 Work Orders
TRUE/FALSE-When establishing service for an existing customer you can enter their name or Customer ID in the Customer Name field. TRUE
TRUE/FALSE-Work Orders with the status of ‘New’ indicate a Field Order has been scheduled. FALSE
Created by: suechong
 

 



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