I Domain I. Domain KnowledgeKnowledge

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Estimate Time – 1.30Hrs (Theory)

Pre-Requisites None

Out Come General understanding of the Purchase, CRM, Sales, After Sales

Support & Accounts Workflows

Evaluation – Question + Answer Set

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CRM & Sales WorkflowCRM & Sales WorkflowCRM & Sales WorkflowCRM & Sales WorkflowLead

Opportunity

ProspectCRM Department

Estimate/ Quotation

Sales Order

Item Fulfillment

Invoice

Store Department

Invoice

Accept Payment

Accounts Department

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Purchase WorkflowPurchase WorkflowPurchase WorkflowPurchase Workflow

Store Department

Material Requisition Voucher

Material Issue VoucherStore Department

Indent/Purchase Requisition

Enquiry

Quotation

Quotation ApprovalPurchase Department

Purchase Order

Item Receipt/GRN Store Departmentp

Vendor Payment

Accounts DepartmentVendor Bill

p

y

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After Sales SupportAfter Sales SupportAfter Sales SupportAfter Sales SupportSupport Email ID Inbound Customer Calls Outbound Calls

Support Support Case

Support Manager assign Support Rep

Support Rule to Assign Support RepGrab Case

Support Rep. Replies to Customer

Customer Replies

Case CloseCase ResolutionEscalate

Case

No Yes

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