ATT/VTech Main PMA WE02.17.24
This quiz is designed to test your familiarity with providing KB article tips to efficiently resolve the customer's concern. Please use all of your available resources.
FOCUS: Appropriate KB Usage and Troubleshooting
Read the following scenarios carefully, which describe the customer's issue and the troubleshooting steps provided by the agent. Provide the Category and Resource used to resolve the issue, as well as identify and explain any unnecessary probing questions, troubleshooting steps or information provided by the agent. Points will be merited based on your answers so please use the template below when providing your answer.
Category (1pt):
Resource used (1pt):
Unnecessary Info (explain why) (2pts):
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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