
CritSit Lifespan
Authored by Giang Luu Huyen
English
Professional Development
CCSS covered
Used 3+ times

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30 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
How to take ownership of the case?
Login CMET Online and open "Me" tab
Open case in DfM and assign to "Me"
Open case in CritSit portal and assign to "Me"
None of the above
2.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
When case is in Golden Path, what should CSM do?
Make Introduction call with Customer
No action is needed from CSM
Send Introduction email to Customer
Update CritSit portal
3.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
What should we do if Customer does not agree with Call recording?
Stop Monitoring
Block Monitoring
Stop Recording
Block Recording
4.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
When does the case exit the Golden Path?
Initial Response Time missed
Life and health threatening risk
Degraded customer sentiment
None is wrong.
5.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
What is/are the purpose(s) of pathways?
To reduce workload for CSMs
To reduce attention to customer's cases
To ensure highest attention and timely engagement from CMET once needed
To raise attention from CSAM and IM+
6.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
What is a HomeGrown case?
Case created at A then lowered to B
Case was created at B or C then raised to A
Case created at A, lowered to B then raised to A again
Case created at C
7.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
What is Recovery Path (Special Handling)?
Special Attention (SA) cases that are non-eligible to GP
Includes M150, UER, SMC, US Federal/ Government
Will be handled by Senior CSM
All are correct.
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