Issue Aware, Call Tags, Dv Quiz

10 Questions | Total Attempts: 130

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Customer Support Quizzes & Trivia

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Questions and Answers
  • 1. 
    Explain the purpose of creating Issue Aware tickets
  • 2. 
    Give 2 reasons an Issue Aware would be required?
  • 3. 
    Explain ITR (Intent to Return)
  • 4. 
    Name two people that you would include as stakeholders on your IA’s.
  • 5. 
    • A. 

      Caretaker calls to request a UPS label to send back materials or equipment

    • B. 

      UPS brings UPS labels to the HH to pick up boxes to ship back to CA

    • C. 

      UPS mails out labels to the HH so they can drop boxes off at the UPS office

    • D. 

      Returns calls the family to obtain email address to send labels to have our materials sent back

  • 6. 
    • A. 

      End of Day the day before

    • B. 

      First thing in the morning the day of the call tag

    • C. 

      4pm the day before

    • D. 

      5pm the day before

  • 7. 
    When creating a call tag for UPS to go out to a family, what would the Due Date be on the Issue Aware ticket?
    • A. 

      2 weeks from the date of contact with the HH

    • B. 

      5 days from the date of contact with the HH

    • C. 

      The day the HH picks

    • D. 

      The day that the Returns department picks

  • 8. 
    Which dataview do you access to place a hold on an order?
    • A. 

      HH Flags for Ordering

    • B. 

      HH Flags for Holding

    • C. 

      HH Flags for Shipment

    • D. 

      HH Flags for Support

  • 9. 
    Which dataview do you access to check on the status of the family’s ISP subsidy?
    • A. 

      Internet Subsidy for Customer Support Access

    • B. 

      Internet Subsidy for Customer Service Access

    • C. 

      Internet Subsidy for household Access

    • D. 

      Internet Subsidy for Student Access

  • 10. 
    Which dataview do you access to start a student’s withdrawal from the program?
    • A. 

      Initiate Household Withdrawal Request

    • B. 

      Initiate Student Withdrawal

    • C. 

      Initiate Household Withdrawal