Customer complaints can come in via different channels, i.e. phone, email or through the web (e.

g, a
comment left on your social media site). The channels are called Case Origins in Salesforce.

Scenario 1

You received a call from a customer who want to replace the product they had purchased, due to
operational difficulties. The details are as follows:

Contact Person : Mr Aljunied Hassan

Company Name : Alpine Ski House
Case Type : Mechanical
Case Reason : Equipment Complexity
Product : GC3020
Subject : Replace product
Description : Due to the operational difficulties faced, we would like to replace this model of machinery with
an easier to use machine.

What would scenario 1 Case Origin be? ______________

Scenario 2

You received an email from a customer who request for an extension for the payment due. The details are
as follows:

Contact Person : Mr Alfred Lim

Company Name : Datum Corporation
Case Type : Other
Case Reason : Other
Product : None
Subject : Extension of time for payment due
Description : Due to business severely impacted by the pandemic, customer asked for extension of time for
the payment due.

What would scenario 2 Case Origin be? ______________

Scenario 3

A comment was left on your Social Media Website about a service breakdown. The details are as follows:

Contact Person : Mr Lloyd Soh

Company Name : Noodlehouse Corporation
Case Type : Other
Case Reason : Other
Product : None
Subject : Service breakdown
Description : Email for a quotation was never replied, calls were not answered. Customer demands an
explanation.

What would scenario 3 Case Origin be? ______________