CE, TQA & TM Support | WE04.09.16
This assessment is intended to test how well CRM is utilized in addressing customer's concern. Use your critical thinking. READ THE INSTRUCTIONS CAREFULLY before providing an answer.
Featured Model: Various AT&T & Vtech models
Read each scenario very carefully. Identify the subcategory folder and subcategory dropdown on where the following CRM answers are found plus the correct disposition. Write N/A if there's no applicable subcategories. Incomplete answers will not merit a point. If it needs to be escalated specify the queue and escalation type, if it needs to be transferred, specify the queue. Adhoc answer is not allowed.
E.g. Call Center Order > Shipping Issue || Escalation > Corporate Escalation (CE) > Shipping Claim
This quiz is timed.
The total time allowed for this quiz is 45 minutes. |
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Please enter your Quia username and password. |
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