What tab do you click to access the Cruise Calendar and begin shopping for a cruise on a new sales call?, View Booking, Create Opportunity, Calendar Search, Create Booking, What are the benefits of the Salesforce integration? Select all that apply., Helps us build a guest database for targeted marketing, Provides us with an interaction history, Creates outbound sales leads, Enables us to greet guests by name, To provide SR numbers, Where do we click to consult with Resolutions?, Transfer Case, Add Caller, Switch Case Type, Blind Transfer, We can skip the customer recognition if a guest only wants a price but is not ready to book. True or False?, TRUE, FALSE, In which scenario would it be correct to use the Switch Case button?, A direct guest calls on the B2C Sales queue to get a price for a sailing, A Travel Partner calls on the B2B Booking Management queue to make a payment, A Travel Partner calls on the B2C Sales queue to make a booking, A direct guest calls the B2C Booking Management queue to request a booking confirmation, A guest says they have two Voyager Club numbers. One number is associated with customer recognition. Which function do we use to determine which profile the second number is attached to?, Omni-Channel, Report Builder, Global Search, Object Manager, What is the first thing we must do when a guest has never called before or is calling from a new number?, Create a new guest profile, Manually search for any matches to the phone number, Delete the bogus anonymous information, Select the option to skip, Where do we submit wrap-up codes?, Omni-Channel, Object Manager, Genysis CX Cloud Utility, Global Search, When the system automatically recognizes the agency phone number, the Travel Agent will be prompted to enter their PIN code. True or False?, FALSE, TRUE, Which of the following serves as the Salesforce menu where we can access list views of specific records, such as Cases, Tasks, etc.?, Object Manager, Genysis CX Cloud Utility, Global Search, Omni-Channel, Notes must only be added to new sales cases and are not required for calls about existing bookings. True or False?, TRUE, FALSE, At what point does the case change to an 'In-Progress' status?, When the case is automatically opened, When the case changes ownership, After the recognition is completed (either automatically or manually), When notes are added to the case, If a direct guest enters their Voyagers Club number into the IVR, Salesforce will do an automatic recognition. True or False?, FALSE, TRUE, What function should you never use because it will end the call?, Transfer Case button, Browser Refresh button, Close Tab button, Refresh Tab button, Which items are required when categorizing a call? Select all that apply. More than 1 answer, Category, Sub-category, Outcome, Type, Object Manager, Case, Automatic recognition will occur when the call is made from a private number. True or False?, TRUE, FALSE, What do we call the customer database that allows us to do targeted marketing?, DTS, SALESFORCE, B2B, CHUB, Automatic recognition occurs when the system recognizes the caller's number from a previous interaction. True or False?, TRUE, FALSE, What happens when a Travel Partner enters their PIN code into the IVR?, Salesforce requires a manual agency recognition, Salesforce creates an automatic recognition with the Travel Partner's name in the Representative field, Salesforce creates a dummy representative as part of the automatic recognition, Salesforce asks you to create a new representative, It can take up to 24 hours for a booking made in MSC Book or the B2C website to appear in Salesforce. True or False?, FALSE, TRUE

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