Customer Support Email System

10 Questions | Total Attempts: 129

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Customer Support Quizzes & Trivia

Test on Customer Support Email System


Questions and Answers
  • 1. 
    You need to take the ticket before you respond to the tickets. Otherwise, the ticket will not come back to you when the customer responds to it.
    • A. 

      True

    • B. 

      False

  • 2. 
    The Subject line format for Noncustomers is ...............................
    • A. 

      Issue / username / [Tracking number]

    • B. 

      Username / description of issue [tracking number]

    • C. 

      Description of issue [tracking number]

    • D. 

      Issue (No putting the username or including the TN)

    • E. 

      [Tracking number] / Issue

  • 3. 
    Which of the following is not a closing line, depending on the type of contact:
    • A. 

      Happy Hosting!

    • B. 

      Wishing you continued success!

    • C. 

      Have a good weekend!

    • D. 

      Thank you!

    • E. 

      Thanking you!

  • 4. 
    Which of the following is not a proper Signature depending on the property:
    • A. 

      Customer Support

    • B. 

      FatCow MooCrew

    • C. 

      BizLand Support

    • D. 

      Member Support

  • 5. 
    When sending an e-mail, the default 'To' e-mail address will be set to the .......................... address for 'noncustomer' or 'salestracking' account. You need to manually change it to that of the customer's e-mail address and then send out the e-mail.
    • A. 

      External email

    • B. 

      Administrative email

    • C. 

      Internal email

    • D. 

      Personnel email

    • E. 

      Junk email

  • 6. 
    In case, the agents are sure that they have resolved an issue or completely answered an inquiry from the customer, then they need to go for the ..............................
    • A. 

      Contact Inbond

    • B. 

      Resolution Contact

    • C. 

      Diagnosis

    • D. 

      Contact Outbound

    • E. 

      Handoff

  • 7. 
    When an e-mail is sent from external e-mail address to Support, it will be sent to ..................
    • A. 

      Polaris

    • B. 

      CSES pool

    • C. 

      CSFE pool

    • D. 

      Support Console

    • E. 

      Personal email address

  • 8. 
    If you are sending an email instead of posting the response in Polaris, you need to write the subject line as: .......................
    • A. 

      Issue (No putting the username or including the TN)

    • B. 

      Username / description of issue

    • C. 

      Description of issue [tracking number]

    • D. 

      Username / description of issue [tracking number]

    • E. 

      Issue / username / [Tracking number]

  • 9. 
    For deleted customers you should set the Guess Option to ........................
    • A. 

      Salestracking

    • B. 

      Testdiyatraining

    • C. 

      Noncustomer2010

    • D. 

      Deletedcustomer

    • E. 

      Cancelleduser

  • 10. 
    From the following sentence, select the wrong statement.
    • A. 

      Customer's Question should be included when sending an outbound e-mail.

    • B. 

      Customer's Question should be included when sending an e-mail instead of posting the response in Polaris.

    • C. 

      Customer's Question should be included when we get a CSES Postmaster e-mail.

    • D. 

      Customer's Question should be included when posting a response in Polaris.