Quiz 8

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

• true

• false

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

• Matrix

• BSS

• Customer 360

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

• true

• false

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

• Sr per inquiry

• TT

• Add midway

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

• Create another TT

• Add midway opinion and renew SLA + SR

• Create SR + Renew same SLA

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

• Sitemap – Work Order dispatch

• Re-create change offering again

• Both answers are wrong

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

• Transfer the call immediately

• Create TT then transfer the call to team leader

• Inform the customer to visit branch

In case customer refused the result of created concession we will

• Transfer the call to team leader

• Create TT with SLA 1 hour

• Create TT with SLA 24 Hours

Which of the following requests customer could made through IVR:

• Add Salfny service

• Add extra quota

• Billing and balance inquiry

• All previous requests

If we found any case with no reference we should create

• Inform customer to visit branch

• complaint TT

• individual cases TT