
Reinforcement May
Authored by Margareth Martinez
Business, Education
1st - 3rd Grade
Used 2+ times

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15 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
How long should a user remain on hold?
2 minutes
5 minutes
4 minutes
The limit doesn't exist
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Are Phase 1 - Escalation and Phase 2- Escalation labels required when escalating ticket/calls/chats ?
yes
no
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
If the user is asking for a supervisor, what queue should you transfer the call to?
Approvals
Ask my supervisor to take the call
De-Escalation
Advanced billing.
4.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are our search tools?
SBS
Internal KB
Slack
BO
Hangouts
5.
MULTIPLE SELECT QUESTION
20 sec • 1 pt
is TIG able to handle Wix Logo concerns?
YES
NO
No, it's OOS
6.
MULTIPLE SELECT QUESTION
20 sec • 1 pt
Which department handles Business number?
CX
Advanced billing
CRM
ASCEND
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If I'm replying to a ticket and I asked the user for more details to better resolve their issue, what status should I leave the ticket on?
Open
Solved
Closed
Pending
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