TECH PMA WE01.06.24
This assessment is intended to test how well Zoho is utilized in addressing customer's concern. Use your critical thinking. READ THE INSTRUCTIONS CAREFULLY before providing an answer.
NOTE: Take each scenario from a main agent’s POV.
Read each scenario very carefully and provide the correct replacement/ escalation process, ticket owner and STATUS. If it needs to be escalated, provide an ESCALATION PROCEDURE, TICKET OWNER and ESCALATION TYPE 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: Offered Advance Replacement > Phone OSG Tier 1 > Label Request
Sample 2: Escalate issue to RA for Special Study > Research Advisor - RA > Special Study
Sample 3: Offered New Phone > Phone OSG Tier 1 > Placed an order.
This quiz is timed.
The total time allowed for this quiz is 40 minutes. |
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