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Core skills and call flow

Authored by Michael Abernathy

Other

Professional Development

Used 94+ times

Core skills and call flow
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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

The After Call Survey is an email sent within 1 business day after the customer calls.

true

false

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should you always document in the Case Comments during the resolve phase?

Voice of the Customer

Actions Taken

Next Steps

All of the Above

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the time limit on reopening a case after it has been closed?

5 days

14 days

10 days

None of the above

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If your want to send a message in Compass to your friend about when you're going to lunch use:

Voice mail

Facebook

Chatter

None of the above

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is searchable using the global search:

VIN

AnswerHub

Contacts

All of the above

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

You notice a typo in a customers name during the verification process. Where do you go to update this change?

Make change on the Customer Owner Details page

Create a new contact

Modify Customer Details

Go into the customer's contact record and make change there

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Expected hold time should not exceed 2 minutes, unless agreed to by the customer

True

False

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