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Voicemail Case Rules Quiz

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Voicemail Case Rules Quiz

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Test your knowledge of voicemail handling rules.

Created by

Gabriela Gonzalez Vanegas
Gabriela Gonzalez Vanegas
United States

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Voicemail Case Rules Quiz
 

Voicemail Case Rules QuizOnline version

Test your knowledge of voicemail handling rules.

by Gabriela Gonzalez Vanegas
1

If a voicemail only contains silence or someone saying ‘hello, hello,’ the case should be closed as “Missed Call – No Info.”

2

Cases tied to accounts containing “Holding” or “Household” should not appear in the queue because they are not real dealers.

3

If the case origin is not automatically set, the agent should leave it blank.

4

The agent should notify Tier 2 only when a voicemail has complete information.

5

If a voicemail case does not autogenerate, the agent must create a case manually in Salesforce.

6

All voicemail cases will always appear in the Gmail inbox before being processed.

7

The case owner should always be changed to “Customer Support - NA - Level 1.”

8

Feed provider voicemails should always be processed as dealer cases.

9

Duplicate voicemail cases should be closed using the resolution “Duplicate Request.”

10

If multiple cases are open for the same dealer, the agent should continue working all of them.

 
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