Customer Services Helpdesk

Top

Last revised: 1 October 2008

LAGAN QUESTIONNAIRE V2
MULTIPLE CHOICE
Hint: There may be more than one answer to a question.

1.WHAT DOES CRM MEAN?
a.Client Record Maintenance
b.Customer Relationship Management
c.Customer Record Management

2.WHEN DO YOU LOG AN INTERACTION?

a.As soon as the call/customer comes in
b.When you write their name and address on a bit of paper
c.At a convenient time

3.HOW DO YOU LOG AN INCOMING CALL?

a.Click   on the toolbar.
b.Choose File | Log Incoming | Contact from the menu.
c.Choose File | New | Call from the menu.

4.HOW DO YOU BRING UP THE SEARCH SCREEN?

a.Click  on the toolbar.
b.Choose Go | Search from the menu.
c.Choose Ctrl | F on the keyboard.

5.HOW DO YOU SEARCH FOR A CUSTOMER’S NAME QUICKLY?

a.Type in their surname and click Search.
b.Type in their surname and postcode and click Search.
c.Type in their surname, address, postcode and click Search.

6.HOW DO YOU BRING UP THE NEW CUSTOMER DETAILS SCREEN?

a.Select the New Individual icon in the toolbar
b.Choose Go | Search.
c.Select File | New | Individual

7.HOW DO YOU FILL IN THE NEW CUSTOMER DETAILS SCREEN?

a.Insert the customer’s Title | Forename | Surname | New | fill in address details, choose Next | fill in phone details | Finish.
b.Insert the customer’s Title | Forename | Surname | New | fill in address details, Finish.
c.Insert the customer’s Title | Forename | Surname | choose Search | fill in postcode in window, choose correct address | OK | Next | fill in e-mail details by choosing New | fill in phone details by choosing New | Finish.

8.WHEN WOULD YOU UPDATE CUSTOMER DETAILS?

a.When they move home.
b.When they change telephone number(s).
c.When you need to replace the customer initials with a Forename.

9.HOW WOULD YOU BRING UP THE UPDATE CUSTOMER DETAILS SCREEN?

a.Select File |  New | Individual.
b.Select the Current Details icon in the navigation bar
c.Select Go | Current Details.

10.HOW WOULD YOU UPDATE THE CUSTOMER DETAILS?

a.Select the notepad and pencil icon in the top right of the window that needs updating.
b.Double click in the respective field that needs updating and type the new details.
c.Select File |  New | Individual.

11.HOW WOULD YOU RECORD A NOTE FOR A PARTICULAR CUSTOMER CONTACT?

a.Select Add Interaction Note, fill in Note tab.  
b.Select customer record | select Add Interaction Note | fill in Note tab.
c.Select customer record | follow script through to set the interaction client | select Add Interaction Note, fill in Note tab.

12.HOW  WOULD YOU SEARCH FOR A CASE AND UPDATE IT?

a.If you know the name of the customer, Select Search,   fill in Surname, Postcode, select Search.  If case is flashing in bottom right, click on case, then select case you want from list.  Go to Actions | Update Case, fill in additional information on Case, close by clicking on OK.
b.If you don’t know the name of the customer, select Enquiry Search icon   on left side of screen, in Case Search, select Case Ref and click on drop down arrow, fill in fields under each tab with as much info as possible, find case and click on it,  choose Update Case icon , fill in additional information on Case, close by clicking on OK.
c.If you know the name of the customer, Select Search,   fill in Surname, Postcode, select Search.  Click on Contact History icon   then select case you want from list.  Go to Actions | Update Case, or choose Update Case icon   fill in additional information on Case, close by clicking on OK.

13.WHAT IS THE CORRECT DEFINITION OF AN ENQUIRY?

a.It’s a method of contact, like a phone call or a letter.
b.It’s who is contacting you.
c.It’s the reason why the individual or organisation has called, for example to discover the times of the local library or their council tax balance.

14.HOW DO YOU END AN INTERACTION?

a.Click   on the toolbar.
b.Choose File | Actions | End Interaction from the menu.
c.Choose Actions | Finish Interaction from the menu.

15.WHAT IS THE PURPOSE OF THE CONTACT HISTORY SCREEN?

a.To search for individuals, organisations, streets and properties.
b.To track all the previous enquiries, cases and interactions an individual or organisation has logged.
c.To create messages to send to other Frontline users.

16.WHAT IS DISPLAYED IN THE CUSTOMER SERVICE GUIDE?

a.A list of available cases
b.The type of interaction you’re dealing with i.e. a phone call, an email etc as well as the name of customer.
c.The Script Flows

17.WHAT DOES THE STATUS BAR DISPLAY?

a.Your username and the time at which you logged on it
b.The type of interaction you’re dealing with and the name of the customer
c.The list of groups to which you belong

18.WHAT CONTROLS THE FUNCTIONS AND PRIVILEGES TO WHICH YOU HAVE ACCESS WITHIN LAGAN?

a.The group to which you belong
b.The queue you can access
c.Nothing – every user has access to every function and action within the CSP application.

19. WHEN SHOULD YOU CREATE A NEW CUSTOMER RECORD?

a.You’ve searched the database and there was no match.
b.The customer tells you they are new to the area.
c.The customer tells you they have never contacted the Council before.

20.WHAT CASE DETAILS CAN BE UPDATED?

a.Associated with; priority; severity; allocated to; customer data
b.Associated with; priority; severity; allocated to; customer data; SLA & Due Date
c.Update - associated with; priority; severity; allocated to; customer data; SLA & Due Date only if you have been given the appropriate privileges .

21.LINKING AN INTERACTION WITH A CASE THAT HAS ALREADY BEEN LOGGED E.G. STRAY DOG ROAMING HIGH STREET, DEVIZES

a. Log a new incoming call, search for customer, search for Street, display Contact History screen, notice a previous case has been logged so choose case, then choose Actions/Link to Case.
b.Log a new incoming call, search for customer, search for Street, display Contact History screen, notice a previous case has been logged, come out, create new Case, then choose Actions/Link to Case.
c.Don’t log a new incoming call, first search for the Street the pothole is in, find the case, update the case by putting the customers name in the Note tab.

SCRIPTFLOW

22.WHAT IS SCRIPT FLOW?

a.Some wording to use when talking to the customer
b.A guide to help you through a process when you are talking to the customer
c.A tool for getting statistics.

23.WHAT’S THE BENEFIT OF SCRIPT FLOW?

Choose as many as you think apply:

a.The customer will receive the same company approved response to their enquiry irrespective of the contact channel (i.e. phone, face-to-face etc) or the agent they dealt with.
b.By following the Script Flow it ensures that you ask the customer the appropriate questions in the correct sequence.
c.The Script Flow can perform tasks such as setting the client, classifying the interaction and then ending it when appropriate; this means that you don’t need to remember to choose Actions | Set Client or Actions | End Interaction from the menu as the Script Flow will do it all for you.
d.The Script Flow should provide you with all information and options that you require at your finger tips. There should be no need to search for a particular website or document on your server as the Script Flow will automatically present it to you.
e.When joining a new organisation, there’s always so much too learn about how they conduct their business. Script Flow has the benefit of being able to guide new agents or temporary workers through these processes in detail thereby enabling them to ‘get-up-to-speed’ as soon as possible.

ALERTS BAR

24.What does a flashing briefcase mean?
a.Shows you are already working on a Case
b.Shows the object you’re currently viewing has an Open Case associated with them.
c.Shows the object you’re currently viewing has been closed.

25.What does a flashing light bulb mean?
a.Lagan has a suggested solution for you to try
b.Shows you have not read a message.
c.Shows the individual or organisation you’re viewing has a message associated with them.