SF Training Session - Makeup Sessions


A red asterisk (*) indicates required questions.

  1. What was the date(s) of your session?*


  1. Which session topic did you find easy to follow along with? Select all that apply.*
    IB Call Handling - Genesys/Omni Channel
    IB Call Handling - Customer Recognition
    IB Call Handling - Notes
    IB Call Handling - Closing Case
    IB Call Handling - Feed (send email from phone case)
    Accessing List Views from Object Manager (Home, Cases, Tasks, etc)
    Case Statuses (New, In-Progress, On-Hold, Closed)
    Transfer a Case
    Switch Case Type
    Schedule a Callback
    Task Management - Open a task
    Task Management - Assign a task
    Task Management - Add attachments
    Task Management - Mark complete
    Push Email Management - Customer Recognition
    Push Email Management - Send Reply
    Push Email Management - Use Template
    Access/view Reports & Dashboards
    Monitor Email Queue in Genesys


  1. Which session topic did you find difficult to follow along with? Select all that apply.*
    IB Call Handling - Genesys/Omni Channel
    IB Call Handling - Customer Recognition
    IB Call Handling - Notes
    IB Call Handling - Closing Case
    IB Call Handling - Feed (send email from phone case)
    Accessing List Views from Object Manager (Home, Cases, Tasks, etc)
    Case Statuses (New, In-Progress, On-Hold, Closed)
    Transfer a Case
    Switch Case Type
    Schedule a Callback
    Task Management - Open a task
    Task Management - Assign a task
    Task Management - Add attachments
    Task Management - Mark complete
    Push Email Management - Customer Recognition
    Push Email Management - Send Reply
    Push Email Management - Use Template
    Access/view Reports & Dashboards
    Monitor Email Queue in Genesys


  1. Rank the training resources from most useful (4) to least useful (1). (Each number can only be selected one time.)*
        1 2 3 4
    Practice in Salesforce TRN  
    Software simulation practice  
    Screen recordings  
    Kahoot review  


  1. Rate your confidence for each of the following topics. If a topic does not apply to your role, please select N/A.*

            1 2 3 4       N/A
      Managing an inbound call from start to finish. Not at all confident Very confident  
      Managing an inbound email from start to finish. Not at all confident Very confident  
      Using an email template. Not at all confident Very confident  
      Creating an email template. Not at all confident Very confident  
      Viewing a report or dashboard. Not at all confident Very confident  
      Creating a report or dashboard. Not at all confident Very confident  
      Creating and managing a task. Not at all confident Very confident  
      Sceduling a call back. Not at all confident Very confident  
      Knowing how to navigate the platform (know where to go/click to find information) Not at all confident Very confident  
      Assisting an FIT agent with a call. Not at all confident Very confident  


  1. The training facilitator was easy to understand.*
     
      1 2 3 4  
    Strongly Disagree  Strongly Agree


  1. The training facilitator was patient and friendly.*
     
      1 2 3 4  
    Strongly Disagree  Strongly Agree


  1. The training facilitator was knowledgeable and helpful.*
     
      1 2 3 4  
    Strongly Disagree  Strongly Agree


  1. What was your favorite part of training?*


  1. How would you improve training?*


  1. Is there anything else you'd like to share or are there any pending topics you would like training to cover?