TQA PMA WE06.29.24
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.
Featured Topic: Tools Utilization
Use your critical thinking. Read each scenario carefully. Identify if there is a need to call RA and explain why. For issues that does not require RA, provide the resources used (KB article and/or Manual). Then lastly provide the CATEGORY.
NOTE: Additional points will be merited if all answers are correct.
Sample Answer 1: No need to call RA, because…… KB Article # > CID
Sample Answer 2: Call RA, because…. > Connecting/ Disconnecting
NOTE: For Tech and OSG, take each scenario from a main agent’s POV.
This quiz is timed.
The total time allowed for this quiz is 45 minutes. |
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