TQA PMA WE12.21.24
REMINDER: THIS QUIZ IS ONLY OPEN UNTIL THURSDAY AT 00:00 PST.
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 Model: CS6729-x
Note: Incomplete/ incorrect and not following instructions will not merit a point/s.
1. Read each scenario very carefully and provide the correct CATEGORY, SUBJECT and KB ARTICLE # to be used to address the issue based on the featured Model above. If there is no applicable KB article # or if it requires an RA call, or use manual then just write N/A.
Sample 1: Connecting/Disconnecting > call waiting disconnects > KB # 6227
Sample 2: Connecting/Disconnecting > rings once/can call out > N/A
For Tech and OSG agents, 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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