day 9(usage)

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

• true

• false

2-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

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

• Sr for any inquiry

• TT

• Add midway

4-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

5-If Matrix Up with Unable to Obtain IP Outage we should Transfer Call to Technical

• true

• false

6-we can know if customer has outage from

• Bss& 360

• Matrix &om

• Matrix & 360

7-In case customer denied his usage and asked to make counter complaint , Agent

Should send TT in case customer insists.

• true

• false

8-Which of the following requests customer could made through IVR

• Add Salfny service

• Add extra quota

• Billing and balance inquiry

• All previous requests