
day 9
Quiz
•
Other
•
Professional Development
•
Practice Problem
•
Hard
hayam ferjani
Used 4+ times
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8 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
1-In case customer installed and disabled we could transfer him/her to technical support normally upon his/her request
True
False
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
-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.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
5-If Matrix Up with Unable to Obtain IP Outage we should Transfer Call to Technical
True
False
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
-we can know if customer has outage from
Bss& 360
Matrix & om
Matrix & 360
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
7-In case customer denied his usage and asked to make counter complaint , Agent
Should send TT in case customer insists
True
False
8.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
8-Which of the following requests customer could made through IVR
Add Salfny service
Add extra quota
Billing and balance inquiry
All previous requests
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