1) When I want to log in to Service Cloud I need to... a) clic on My Michelin Credentials b) Log in with User information c) nothing 2) After the case is closed and the customer receives a survey. If they rate us with less than five it is called a..? a) detractor b) promoter 3) What do we need to do? a) Follow up with the customer to ensure their needs have been met b) nothing 4) how can a case be created a) Through service cloud, email to case, my portal b) Through service cloud, Myportal c) The customer has to create the case 5) In which circumstance do we not need to fill in the subect / description because they are automatically filled? a) Case created by CSR b) Email to case 6) What are the 4 different statuses a case can be in? a) Recent, In Progress, Worked on, Closed b) New, Worked, Executing, Closure c) New, In Progress, Executing, Closed 7) If a case is in executing status I can still modify information? a) true b) false 8) estimated date closed and date of auto close are mandatory fields to close a case? a) true b) false 9) If I add users to collaborate on a service cloud case, I am still the owner of the case a) true b) false 10) I need to add which team to an OSD case? a) Carrier team b) Warehouse c) Credit department 11) If I add the warehouse to the shipped from field do I need to do anything else? a) Yes, you need to tag the warehouse in the related tab b) No, that is enough the warehouse will be notified. 12) On the Service Provider field we must always enter the carrier's information. a) yes, you always need to include information for further investigation b) No, this field is only used if it is a Bibexpress/BibFill order 13) how many type of cases can we select from? a) 3 b) 2 c) 5 d) 4 14) what are the type of cases we can select from? a) claim, complaint, inquiry b) billing, delivery, other c) survey, case, indicator

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