Dashboard and Report management

Question 1

It was an unusually warm weekend and you had a number of customers call and leave voicemail message requesting service. Your CSRs used manual calls to create the follow up with customers, create the jobs and get them scheduled. When will these calls be reflected in the CSR metrics on the modular dashboard?
A. They will appear in the call taker’s metrics based on the create date of the job.
B. They will not appear in the metrics because they were not created using the call bubble.
C. They will appear in the metrics based on the date the customer left the message.
D. They will appear in the metrics based on the scheduled date of the job.

Answer 1

A. They will appear in the call taker’s metrics based on the create date of the job.

Question 2

When you share a report with a role or individual users, you will be warned if they do not have access to the template(s) the report is based upon. True or False?

Answer 2

True

Question 3

You’ve created a new business unit to track a new line of service you’re offering. When the technician dashboard is filtered by the service division, you aren’t seeing the work performed under this new BU. Why may this be?
A. The technician must be assigned to that business unit in their technician profile.
B. You have not mapped the new Business Unit to the service division.
C. You can only see that information if you filter by that new business unit.

Answer 3

B. You have not mapped the new Business Unit to the service division.

Question 4

Which status do jobs need to be in to appear in the service section of the dashboard?
A. Job dispatched or working
B. Job completed
C. Job scheduled.
D. Job completed and invoice posted

Answer 4

B. Job completed

Question 5

You see value in giving your dispatch and CSR teams access to some of the modules on the modular dashboard, but not all of them. How would you control which sections of the modular dashboard those roles can view?
A. Edit modular dashboard access in dashboard settings. Remove view access for the modules you wish to hide.
B. Share the modules of the dashboard with the roles to whom you want to provide view access.
C. In the roles reporting permissions, remove the view dashboards permission.

Answer 5

wrong

Question 6

If you filter the modular dashboard by a single business unit, the various dashboards will only display data for that BU, but company metrics will continue to show data for all business units. True or false?

Answer 6

False

Question 7

In the technician scorecard, if a technician has not competed any jobs for business units assigned to a particular division, the scorecard will be blank when that division is selected. True or false?

Answer 7

True

Question 8

An admin user created a custom report to help CSRs track their call booking metrics, but the CSRs aren’t able to view the report. Why be this be occurring?
A. The CSRs do not have access to the dataset via permissions.
B. The CSRs do not have the “Can edit custom reports” permission enabled
C. The CSRs are assigned to a business unit
D. The admin hasn’t shared the report with the CSRs

Answer 8

D. The admin hasn’t shared the report with the CSRs

Question 9

If you quickly want to look at the performance of a new google ad campaign you set up last week, where in the modular dashboard could you go look?
A. The CSR Metrics
B. The marketing scorecard
C. The completed revenue metric
D. The company metrics

Answer 9

B. The marketing scorecard

Question 10

You’ve assigned one of your general office (role) users to create a custom report for you based on the invoices report templates. They let you know they cannot create the report. Why might this user not be able to create the report?
A. The user has not been granted view permission to those two report templates.
B. The general office role must be given edit permission to those two reports
C. Only users with the Admin role can create custom reports
D. The user must be given edit permission for each of the report templates they are using to create the custom report.

Answer 10

D. The user must be given edit permission for each of the report templates they are using to create the custom report.

Question 11

If an Office employee is assigned to a business unit or units, they will only see performance metrics related to those BUs when they view the modular dashboard. True or false?

Answer 11

True

Question 12

It’s Monday morning and you’re looking at last week’s total revenue in the revenue section of the modular dashboard. The number seems lower than it should. Why might this be?
A. The invoices have not yet been exported to your accounting system.
B. The customer has not yet paid the bill
C. Jobs that were run by the techs late friday or over the weekend have not been marked as complete.

Answer 12

C. Jobs that were run by the techs late friday or over the weekend have not been marked as complete.

Question 13

Under company metrics in the modular dashboard, your total sales number and your closed average sale number don’t seem to be adding up. The closed average sales seems higher than you’d expected. Why is this?
A. Some of the jobs may not be marked as complete so they are not included in the closed average sales number.
B. These metrics both use different date ranges
C. The closed average sale metric does not include sold estimates that have a total lower than the sold threshold for the job type (i.e diagnostic only jobs)

Answer 13

C. The closed average sale metric does not include sold estimates that have a total lower than the sold threshold for the job type (i.e diagnostic only jobs)

Question 14

In the campaign summary dataset used for marketing scorecard, what is the difference between “manual calls booked” and “inbound calls booked”?
A. Manual calls booked are those booked from a marketing lead, while inbound calls booked are jobs booked independent of a marketing lead.
B. Manual calls booked are those booked independent of an inbound phone call that have a campaign selected, while inbound calls are those booked from a call to on of your company tracking numbers.
C. Inbound calls booked are those booked independent of a phone call while manual calls booked are those booked from a phone call.
D. Manual calls booked are phone calls to a tracking number without a campaign associated with them, while inbound calls booked are those booked from an inbound call to a tracking number linked to a marketing campaign.

Answer 14

B. Manual calls booked are those booked independent of an inbound phone call that have a campaign selected, while inbound calls are those booked from a call to on of your company tracking numbers.

Question 15

You had a CSR making outbound calls through ServiceTitan from the Follow up screen, to book upcoming membership visits. When you look at the CSR metrics on the modular dashboard none of the booked jobs are listed for the CSR. Why is this?
A. Membership related jobs are included in booking rates
B. Only incoming calls booked and manual calls booked appear in CSR metrics
C. The calls need to be reclassified to count as booked jobs.

Answer 15

B. Only incoming calls booked and manual calls booked appear in CSR metrics

Question 16

A large installation was performed yesterday and the customer paid in full. We put the job on hold so we could return today with warranty paperwork. On the modular dashboard you don’t see the revenue for the installation reflected in yesterday’s completed revenue. Why?
A. The job’s business unit has not been mapped to the install division
B. The payment from the customer must first be batched and exported
C. The revenue will not be included until the job is marked as completed
D. Completed revenue for installations does not display until the customer returns their satisfaction survey

Answer 16

C. The revenue will not be included until the job is marked as completed

Question 17

When viewing marketing campaign metrics (drilling into results on the marketing scorecard), what does a “call” represent?
A. incoming call generated from a marketing campaign
B. An open estimate on a job associated with a marketing campaign.
C. An unassigned job
D. A job booked under a marketing campaign

Answer 17

A. incoming call generated from a marketing campaign

Question 18

The technician scorecard offers summary data. To see the detail that makes up the numbers you can click on the row for the technician. True or false?

Answer 18

true

Question 19

Job conversion rates are calculated based in part on a count of “job opportunities”. Which types of jobs are considered a job opportunity?
A. Convertible jobs(job not marked no charge) and “unconvertible” jobs (jobs marked no charge) that have an invoice total exceeding the job types sold threshold
B. All completed jobs with an open estimate
C. All jobs a technician was dispatched to within the dashboard date range
D. All completed jobs that exceeds the job types sold threshold

Answer 19

D. All completed jobs that exceeds the job types sold threshold

Question 20

You have assigned a technician to a business unit. When you look at that tech on the technician scorecard in the modular dashboard you see work they performed for other business units too. Have you done something wrong?
A. Yes-you haven’t filtered the dashboard by the technicians business unit
B. No- the modular dashboard displays information based on the completed jobs invoice line items or job business unit, not the technicians business unit.
C. Yes- You haven’t set up a custom dashboard

Answer 20

B. No- the modular dashboard displays information based on the completed jobs invoice line items or job business unit, not the technicians business unit.

Question 21

If you quickly want to look at the performance of a new google ad campaign you set up last week, where in the modular dashboard could you look?
A. The completed revenue metric
B. The marketing scorecard
C. The CSR Metrics
D. The company metrics

Answer 21

B. The marketing scorecard

Question 22

When looking at the efficiency tab in the technician scorecard, a tech with completed jobs in the scorecard date range is showing 0% billable efficiency. which of the following may be the reason?
A. Sold hours have not been properly configured in the pricebook for the jobs invoice items
B. Payroll has not been calculated yet for the technician
C. There are multiple managed techs assigned to the job and splits have not been assigned
D. The technician is set up as commission-based in payroll settings.

Answer 22

A. Sold hours have not been properly configured in the pricebook for the jobs invoice items
C. There are multiple managed techs assigned to the job and splits have not been assigned

Question 23

As a manager, you want to see metrics such as total sales, completed revenue, call booking rate and number of cancelled jobs in the past month. Where could you quickly find all this information?
A. The call metrics section of the modular dashboard
B. The CSR metrics on the modular dashboard
C. The missed revenue metric on the modular dashboard
D. The company metrics section of the modular dashboard

Answer 23

D. The company metrics section of the modular dashboard

Question 24

The technician scorecard offers summary data. To see the detail that makes up the numbers you can click on the row for the technician. True or False?

Answer 24

True

Question 25

In looking at the heat map, you notice that a certain area has very high revenue but a lower number of overall jobs. What might this information be telling you?
A. You are not properly classifying job so the count is being reported incorrectly
B. The area may have a higher number of older systems and is generating more replacement sales. You may want to focus replacement campaigns there.
C. The relationship between number of jobs and total revenue isn’t something important to consider.

Answer 25

B. The area may have a higher number of older systems and is generating more replacement sales. You may want to focus replacement campaigns there.

Question 26

If there are a number of reports that you look at regularly throughout the course of your day, how could you best make them quickly accessible?
A. Schedule the reports and have them emailed to you throughout the day.
B. Bookmark them and access them from the bookmarked reports list
C. Make a list you keep on your desk so you can easily recall those you want to view.

Answer 26

B. Bookmark them and access them from the bookmarked reports listw

Question 27

Which type of scheduled report allows you to filter, sort, or group the report being sent based on your specific purpose? Each recipient will then receive the same report.
A. Flexible report
B. Simple Report

Answer 27

A. Flexible report

Question 28

On the dashboard, the sales metric is looking at sold estimates while the revenue metric is looking at hte sum of income items on completed jobs. True or false?

Answer 28

True

Question 29

When creating a custom dashboard, what is used as the source of the information in the dashboard?
A. Legacy reports
B. Custom reports
C. Search results
D. Settings

Answer 29

B. Custom reports

Question 30

If you apply business unit filters to modular dashboard, the call metrics section will only list incoming unbooked and abandoned calls for the selected business units. True or false?

Answer 30

False

Question 31

As a call center manager, where could you quickly access a list of all Unbooked and Abandoned phone calls and then listen to their recordings?
A. The company metrics section of modular dashboard
B. The missed revenue metric on modular dashboard
C. The CSR Metric on the modular dashboard
D. The call metrics sections of the modular dashboard

Answer 31

D. The call metrics sections of the modular dashboard

Question 32

The missed revenue metric in the revenue section of the modular dashboard calculates an estimate of revenue you could have earned from unbooked calls, unconverted jobs, and canceled jobs on your company’s booking rates and job invoice averages over the past 30 days. True or False?

Answer 32

True

Question 33

What is the difference between sales and revenue on the modular dashboard?
A. Sales represent the total of sold estimate items in a date range. Revenue is based on completed jobs invoices, as well as membership billing, point of sales invoices, progress billings and adjustment invoices.
B. Sales only looks at work performed by salespeople while revenue looks at work performed by service and install technicians
C. They the same thing, just different names.
D. Sales represents all items offered to customers on estimates in a date range. Revenue is the total of offered estimate items sold in the same date range.

Answer 33

A. Sales represent the total of sold estimate items in a date range. Revenue is based on completed jobs invoices, as well as membership billing, point of sales invoices, progress billings and adjustment invoices.