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WorksheetsPRE ASSESSMENT
Total questions: 10
Worksheet time: 5mins
A tool that we use to search for the customer profile, entitlement of the printer?
Universal Tool
Microsoft Teams
CDAX
Wise
A tool that we use for documentation
Universal Tool
CDAX
Microsoft Teams
Wise
A tool that we use to generate an email that we can send to our customers.
Microsoft Teams
CDAX
Wise
IPG EMAIL GENERATIOR
This tool serves as our bible and helps us to look for the troubleshooting steps.
CDAX
Microsoft Teams
Universal Tool
Wise
Which category of CDAX falls the entitlement of the printer?
Case Information
Customer Asset
Notes Information
Activities and Customer Transactions
Which category of CDAX falls the sending of email to our customers?
Case Information
Customer Asset and Entitlement
Notes and Information
Activities and Related Transactions
Which category of CDAX falls the symptom codes?
Case information
Customer Asset and Entitlement
Notes and Information
Activities and Related Transactions
What is the resolution code if the customer does not agree to pay for upgrade?
Unresolved Does not agree to pay
Unresolved Support Fee Declined
Unresolved Not Entitled for Support
Unresolved Hardware Fee Declined
What is the resolution code if the customer's printer called regarding ink related concern but uses a non genuine ink cartridge?
Unresolved Support Fee Declined
Unresolved Hardware Fee Declined
Unresolved Not Entitled For Support
Unresolved No Solution Provided
This is a reference number that we send to our customer prior ending the call?
IMEI Number
Order Number
Plate Number
Case Number
