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(Lesson #5) LumaBase 101

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LumaBase Quiz

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1. A customer has escalated, where will you navigate to in LumaBase to follow the escalation process?
SOP's - Escalation Odoo - HelpDesk - Escalation Odoo - Contacts - Escalation Odoo - Other Processes - Escalations
2. A customer is calling to resolve an issue with their headlight, where will you navigate?
Field Diagnosis - Headlight Packages Odoo - Contacts Odoo - HelpDesk DOP's - Headlight Diagnosis
3. Customer states their headlight is not bright enough, what will you ask them first?
Have you tried switching the cables? Have you tried removing the LED module? Have you tried adjusting the brightness setting? Have you tried switching the battery?
4. Customer has a Design for Vision, Buddy Holly frame; What mount will we send?
TTL two hole U-Bracket Block Mount 062 Mount
5. Customer has a pair of Orascoptic Rydon glasses, they do not see any holes on the front.
Send a U-bracket Ask them for a picture of the glasses Advise them to remove the cover plate Send the Tempo Mount
6. Customer has the Q-optics Classic frame. They are upgrading to the Q-optics Revival frame. Will the customer need a new mount?
Yes No
7. What tag will you use if a package is missing items?
Missing Items Reship ASAP Shipper Correction Additional Delivery
8. When you have recognized multiple accounts for the same customer, what tag will you put in the contact?
Reconcile Merge Together Merge Master Account
9. When Taking payment, what status MUST the SO/quotation be in for the payment to go through?
Account Receivable Ready for payment Invoice Created Quotation Sent
10. What is NOT required when requesting an LIM claim be created?
The date the package was shipped The tracking number The carrier The last time the package status updated
11. When creating a ticket for a loose ocular, what MUST we ask the customer?
Did you run over your loupes? How have you been cleaning your loupes? Were your loupes created after 2017? What type of headlight are you using?
12. HL Dx: After we have confirmed the customer has tried multiple cables and batteries, what will we ask to complete the diagnosis?
Have you dropped or damaged your headlight? Was the headlight submerged in water? Is the headlight dimmer than before? Can you remove the LED module?
13. (Dx form) When a customer wants to return their products for refund, what must you offer?
A partial refund A credit to LumaDent.com An exchange A pre-paid shipping label
14. If a customer is outside of warranty on their headlight package, should you still submit a ticket after confirming the diagnosis?
Yes No