Program Mastery Assessment: TECH WE11.14.15
This assessment is intended to test how well CRM is utilized in addressing customer's concern. Use your critical thinking.
Featured model: TECH Supported Products
Read each scenario very carefully. Identify the correct category, subcategory, subcategory a, subcategory b and the CRM Meta answer ID to be used to address the issue. In cases that manual has to be used to address the concern or there’s a need to call RA as your resolution or for additional troubleshooting, please do not forget to include it under resolution and the reason why. If a scenario needs to be escalated, provide the Queue and Escalation Type. Write N/A if the case does not need to be replaced nor process a return label.
See sample answer format:
Resolution: Meta-Answer ID 6924 "NO LINE displayed", call RA for complete reset
Category: Product Support> Issues> Display Error Msgs> No Line
Disposition: Resolved
UPS Label: AT&T Research
Note: Incomplete answer will not merit any points.
This quiz is timed.
The total time allowed for this quiz is 30 minutes. |
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