Customer Support Email System
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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.
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True
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False
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This quiz focuses on the Customer Support Email System, assessing knowledge on handling tickets, email formatting, and response protocols. It is essential for enhancing customer service skills and ensuring compliance with standard practices.
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- 2.
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 ..............................
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Contact Inbond
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Resolution Contact
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Diagnosis
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Contact Outbound
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Handoff
Correct Answer
A. Resolution ContactExplanation
When agents are confident that they have resolved an issue or fully addressed a customer's inquiry, they need to go for a "Resolution Contact." This means that they should initiate a contact or communication with the customer to inform them that the problem has been resolved or the inquiry has been answered satisfactorily. This step ensures that the customer is informed and satisfied with the resolution provided by the agent.Rate this question:
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- 3.
Which of the following is not a closing line, depending on the type of contact:
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Happy Hosting!
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Wishing you continued success!
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Have a good weekend!
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Thank you!
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Thanking you!
Correct Answer
A. Thanking you!Explanation
The phrase "Thanking you!" is not a suitable closing line because it is not commonly used in closing statements. It sounds more like the beginning of a gratitude expression rather than a proper closing. The other options, such as "Happy Hosting!", "Wishing you continued success!", "Have a good weekend!", and "Thank you!" are commonly used to end a conversation or message in a polite and professional manner.Rate this question:
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- 4.
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.
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External email
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Administrative email
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Internal email
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Personnel email
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Junk email
Correct Answer
A. Administrative emailExplanation
The correct answer is "Administrative email" because when sending an email from a "noncustomer" or "salestracking" account, the default "To" address will be set to the administrative email address. To send the email to the customer, you need to manually change the "To" address to the customer's email address.Rate this question:
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- 5.
If you are sending an email instead of posting the response in Polaris, you need to write the subject line as: .......................
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Issue (No putting the username or including the TN)
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Username / description of issue
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Description of issue [tracking number]
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Username / description of issue [tracking number]
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Issue / username / [Tracking number]
Correct Answer
A. Username / description of issue [tracking number] -
- 6.
When an e-mail is sent from external e-mail address to Support, it will be sent to ..................
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Polaris
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CSES pool
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CSFE pool
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Support Console
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Personal email address
Correct Answer
A. CSES poolExplanation
When an email is sent from an external email address to Support, it will be sent to the CSES pool. The CSES pool is a designated group or team within the Support department that handles incoming emails from external sources. This pool is responsible for managing and addressing customer inquiries, issues, or requests that are sent to the Support email address. By routing the email to the CSES pool, it ensures that the appropriate team within the Support department can efficiently handle and respond to the external email.Rate this question:
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- 7.
From the following sentence, select the wrong statement.
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Customer's Question should be included when sending an outbound e-mail.
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Customer's Question should be included when sending an e-mail instead of posting the response in Polaris.
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Customer's Question should be included when we get a CSES Postmaster e-mail.
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Customer's Question should be included when posting a response in Polaris.
Correct Answer
A. Customer's Question should be included when posting a response in Polaris.Explanation
The statement "Customer's Question should be included when posting a response in Polaris" is incorrect because the question should be included when sending an outbound email, not when posting a response in Polaris.Rate this question:
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- 8.
Which of the following is not a proper Signature depending on the property:
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Customer Support
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FatCow MooCrew
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BizLand Support
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Member Support
Correct Answer
A. BizLand SupportExplanation
The given options are all related to customer support, except for "BizLand Support." This option does not provide any indication of being a customer support service. The other options, such as "Customer Support," "FatCow MooCrew," and "Member Support," clearly suggest their association with providing assistance and support to customers. However, "BizLand Support" is vague and does not specify its purpose, making it the incorrect option.Rate this question:
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- 9.
For deleted customers you should set the Guess Option to ........................
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Salestracking
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Testdiyatraining
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Noncustomer2010
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Deletedcustomer
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Cancelleduser
Correct Answer
A. Noncustomer2010Explanation
The correct answer is "noncustomer2010" because it suggests that for deleted customers, the Guess Option should be set to a specific value that distinguishes them from current or active customers. This option helps in tracking and managing the customer database effectively by categorizing them based on their status.Rate this question:
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- 10.
The Subject line format for Noncustomers is ...............................
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Issue / username / [Tracking number]
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Username / description of issue [tracking number]
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Description of issue [tracking number]
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Issue (No putting the username or including the TN)
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[Tracking number] / Issue
Correct Answer
A. Description of issue [tracking number]Explanation
The correct answer is "Description of issue [tracking number]". This format is suitable for Noncustomers as it clearly states the description of the issue along with the tracking number. It does not require the username or any other unnecessary information, making it concise and effective for communication purposes.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
ProProfs Editorial Team -
Jan 18, 2010Quiz Created by
Diyasystems
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