Customer Support Email System
Test on Customer Support Email System
- 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.
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