Zoom CC Quiz Session 2
Authored by Wisnu Soehandi
Computers
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Communication through any means of contact
Omnichannel
Engagement
Disposition
Queue
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When transferring a call, you have the option to choose another agent or another queue in the system.
True
False
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Which of the following is found in the standard Zoom Contact Center interface for agents?
(select all that apply)
News and Update
Notes
Analytics
Agent Status
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Which of the following is a feature of Zoom Contact Center?
(Select all that apply)
Omnichannel Support
Supervisor
Analytics Dasboard
News and Update
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
A customer texts a company support number with a question about a part they need to replace. They don't know the name of the part and would like to show it to the agent. Which of the following actions could an agent take in Zoom Contact Center to help? (Select all that apply.)
Suggest the customer take a picture of the part and post it to the chat thread.
Ask the customer to email a picture of the part using Zoom Contact Center.
Invite the customer to a video chat so they can show the agent the part.
Run a 3D scan of the part.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A method of tagging engagements by assigning them as a particular category
Omnichannel
Engagement
Disposition
Queue
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What Zoom Contact Center channel type best matches the scenario described?
"Customer is driving and has a question about their account"
Voice
Video
Web Messaging
Text (SMS)
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