day 11 second

1- In case customer installed and disabled we could transfer him/her to technical support normally upon his/her request

• A) True

• B) False

1- In case customer asked to know his user name and password and refused to be transferred to IVR, We can send it through

• A) Matrix

• B) BSS

• C) Customer 360

1- In case customer denied his usage and asked to make counter complaint , Agent should send TT in case customer insists.

• A) True

• B) False

1- In case customer made more than one inquiry for the same phone number we will make

• A) At least one SR

• B) TT

• C) Add midway

1- In case there is a TT created and we found it after SLA we should

• A) Create another TT

• B) Add midway opinion and renew SLA + SR

• C) Create SR + Renew same SLA

1- In case we found change speed request on BSS (Last 5 Orders ) is abnormal we should solve the problem through

• A) Sitemap – Work Order dispatch

• B) Re-create change offering again

• C) Both answers are wrong

1- If we found any case with no reference we should create

• A) Inform customer to visit branch

• B) complaint TT

• C) individual cases TT

1- In case customer asked to be transferred to Team leader on spot and refused agent help we will

• A) Transfer the call immediately

• B) Create TT then transfer the call to team leader

• C) Inform the customer to visit branch

1- In case customer refused the result of created concession we will

• A) Transfer the call to team leader

• B) Create TT with SLA 1 hour

• C) Create TT with SLA 24 Hours

1- Which of the following requests customer could made through IVR:

• A) Add Salfny service

• B) Add extra quota

• C) Billing and balance inquiry

• D) All previous requests