TECH PMA WE11.18.23
This assessment is intended to test how well Zoho is utilized in addressing customer's concern and how you properly handle the call. Use your critical thinking. READ THE INSTRUCTIONS CAREFULLY before providing an answer.
Focus: M&Ps
Read each scenario very carefully and provide the correct replacement/ escalation option, ticket owner and STATUS. If it needs to be escalated, provide an ESCALATION PROCEDURE, TICKET OWNER and STATUS only, if there is no applicable answer just write N/A. There must be three answers to earn 4 points. Additional points will be merited if all 3 answers are correct.
Sample 1: Process Advance Replacement > Phone Tech Tier 1 > Resolved.
Sample 2: Escalate issue to RA for Research > Research Advisor - RA > Escalated.
This quiz is timed.
The total time allowed for this quiz is 40 minutes. |
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