MBSA Quiz Answers

Here are some expanded answers to the quick quiz questions. Don’t forget to take a look at how you’re doing on the leaderboard at the bottom of the page.

QUESTION 1 ANSWER

Where can you access the Dealer Query Portal (DQP)?

• Service Now Portal ✅
• Xentry Portal
• Mercedes-Benz Retail Platform
• Logbusweb platform

ServiceNow offers 1 platform to our Agents and Partners to log tickets for requests and help.

Tickets can be logged for Business Requests or for IT Support.

To Log into ServiceNow, copy the following link to any Web Browser:
https://digitalservices.mercedes-benz.com/b2b/

QUESTION 2 ANSWER

Who grants user access authorisation at the Agent/Dealer network to DQP?

• ALICE administrator ✅
• MB IT personnel.
• Parts Logistics Manager
• Not sure

Description for the Answer Page
In order to log a DQP Ticket, you must have specific ALICE Roles assigned to your profile.

Ask from your local ALICE Administrator to assign any of the following roles to your Profile, depending whether its Cars or Vans or for both.

QUESTION 3 ANSWER

Where can the agent/dealer see their own open/closed cases on DQP?

• Check on ‘My lists’ ✅
• Contact customer services agents team.
• Check on “My task list”
• None of the above

Go to the header menu of the service portal and click ‘My Lists’ and ‘My Support Cases’, you will see a list of cases you have opened.

QUESTION 4 ANSWER

When a resolution to a ticket query has been proposed on DQP what is the agents/dealer’s responsibility?

• Agents/Dealer needs to accept or reject the resolution ✅
• I don’t normally do anything
• No action required
• Let the system automatically close the case

The agent/dealer needs to either accept or reject the resolution proposed to indicate their decision. If no action after a resolution is proposed is taken that ticket will be automatically closed after 48 hours.

QUESTION 5 ANSWER

Can the agent/dealer see and respond on the comments populated on their DQP ticket?

• Yes ✅
• No
• Sometimes
• I don’t know the system that well

Yes, the agent / dealer can see and comment on the feedback provided on their tickets. The person responding to the ticket needs to tick work notes on the comment field, to ensure the notes are visible to the person who logged the ticket.