TQA PMA – September 2020
FOCUS: Category Selection and Using Appropriate Resources
MAIN AGENT’S PERSPECTIVE. Indicate the appropriate resource(s) to address the customer’s concern and provide the category based on the scenarios below. Each scenario will have 2 points. Follow the answer format shown below. Not following instructions will not merit a point.
Resource examples: Meta-Answer ID XXX, Manual, Website, Compare, Product Features File, or News Flash.
Sample Scenario: The customer’s phone doesn’t have a dial tone (CS6114).
Sample Answer Format:
Resources used: Meta-answer ID 10292
Category: No Dial Tone/Dead > No Dial Tone
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