Test Your Knowledge About Ubertor Live Chat And Support! Trivia Quiz
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What is one of the biggest advantages of Live Chat over phone?
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You can see the chatter over webcam
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You can share links and images and video with the client
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You can integrate MSN and Gmail into the Ubertor chat
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You can talk real time with the client
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Test Your Knowledge About Ubertor Live Chat And Support! In the world today technology is being incorporated in almost every market and real estate is no exception. Ubertor has recently introduced the live chat and it is gaining popularity with a lot of people. Do you think you understand the feature enough to pass the quiz? Give it a shot See moreto find out!
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- 2.
CSRs work several roles. Please choose all that apply.
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Salesperson
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Customer Service
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Tech Support
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Limited billing position
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All of the above
Correct Answer
A. All of the aboveExplanation
The correct answer is "All of the above" because CSRs (Customer Service Representatives) are responsible for multiple roles. They act as salespersons by promoting products or services, provide customer service by addressing inquiries or concerns, offer tech support to troubleshoot technical issues, and may also handle limited billing tasks. Therefore, all the given options - salesperson, customer service, tech support, and limited billing position - are applicable roles for CSRs.Rate this question:
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- 3.
How many Tier levels are there for Ubertor Support?
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1 Tier
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2 Tiers
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3 Tiers
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4 Tiers
Correct Answer
A. 3 TiersExplanation
The correct answer is 3 Tiers. This suggests that Ubertor Support is divided into three levels or tiers. Each tier may represent a different level of support or assistance provided by Ubertor. This tiered system allows for a more organized and efficient approach to addressing customer needs and ensuring that the appropriate level of support is provided based on the complexity or urgency of the issue.Rate this question:
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- 4.
When asked about Search Engine Optimization. What is the best option to choose?
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Explain your knowledge about how Google works
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Show them a YouTube video that talks
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Refer them to Reachd.com
Correct Answer
A. Refer them to Reachd.comExplanation
Referring someone to Reachd.com is the best option when asked about Search Engine Optimization. This suggests that Reachd.com is a reliable and trustworthy source for gaining knowledge about how Google works and understanding the concepts of SEO. By referring them to Reachd.com, it implies that the website provides comprehensive and accurate information on SEO, making it the best choice among the given options.Rate this question:
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- 5.
What does Humanize the Conversation means?
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Type slowly over the chat
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Engage into small talk with the client
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Keep the conversation simple
Correct Answer
A. Keep the conversation simpleExplanation
Humanizing the conversation means to make it more relatable and understandable for the person on the other end. By keeping the conversation simple, it becomes easier for the client to comprehend and engage in the discussion. Using complex language or jargon can make the conversation impersonal and difficult to follow. Therefore, simplifying the conversation helps in creating a more human and friendly interaction.Rate this question:
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- 6.
Using the Knowledge Base, how many words works best on searches?
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1
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2
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3
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4
Correct Answer
A. 2Explanation
The answer is 2 because using two words in a search query helps to narrow down the results and make them more specific. With two words, the search engine can better understand the user's intent and provide more accurate and relevant results. Using too few words may result in too many unrelated results, while using too many words may limit the search too much and potentially exclude relevant information. Two words strike a balance between specificity and inclusiveness, making it an optimal choice for effective searches.Rate this question:
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- 7.
What's the name of the live help software?
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Alive Web
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AliveChat
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Website Alive
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Chat Live
Correct Answer(s)
A. AliveChat
A. Website AliveExplanation
The correct answer is AliveChat, Website Alive. This is because the question is asking for the name of the live help software, and AliveChat and Website Alive are both options that fit this description.Rate this question:
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- 8.
All chats will close with the following phrase...
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Thank you for chatting with us. Have a prosperous day!
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Thank you for chatting with Ubertor's Live Chat Help. Have a prosperous day!
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Thank you for chatting with Ubertor's Live Chat Help. Have a pleasant day!
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Thank you for chatting!
Correct Answer
A. Thank you for chatting with Ubertor's Live Chat Help. Have a prosperous day!Explanation
The correct answer is "Thank you for chatting with Ubertor's Live Chat Help. Have a prosperous day!" because it includes the specific name of the company, Ubertor, and emphasizes the goal of providing assistance through live chat. It also wishes the customer a prosperous day, which adds a positive and friendly tone to the closing phrase.Rate this question:
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- 9.
What should you do before transferring a chat?
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Just transfer to the next available Representative by using the Transfer tool
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Click Transfer at the bottom of your screen
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Talk to the person you are transferring the chat to and, when acknowledged, transfer.
Correct Answer
A. Talk to the person you are transferring the chat to and, when acknowledged, transfer.Explanation
Before transferring a chat, it is important to communicate with the person you are transferring the chat to. This ensures that they are available and ready to take over the conversation. Once they acknowledge and confirm their readiness, the transfer can be initiated. This step is crucial to ensure a smooth transition and avoid any confusion or disruption in the conversation.Rate this question:
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- 10.
In case the lead (visitor) requests a callback or needs additional help that a Tier 1 cannot supply...
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Look into the Knowledge Base for an answer
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Create a task in supporter assigned to CSR
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Just tell the client that we'll get back to him
Correct Answer
A. Create a task in supporter assigned to CSRExplanation
When a lead requests a callback or needs additional help that a Tier 1 cannot supply, the best course of action is to create a task in supporter assigned to CSR. This ensures that the lead's request is properly documented and assigned to the appropriate team member who can provide the necessary assistance. Simply telling the client that we'll get back to him may not be sufficient as it lacks the necessary follow-up and accountability that creating a task provides. Additionally, looking into the Knowledge Base for an answer may not be applicable in this situation as the lead requires personalized assistance beyond what is available in the Knowledge Base.Rate this question:
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- 11.
What should you do when you get difficult HTML related questions?
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Transfer chat to Tier 2 if available or task if not available
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You will proceed to record the event using Supporter
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Search the Knowledge Base
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Google it!
Correct Answer
A. Transfer chat to Tier 2 if available or task if not availableExplanation
When faced with difficult HTML related questions, the recommended action is to transfer the chat to Tier 2 support if it is available. If Tier 2 support is not available, the alternative is to task the question to someone who can provide assistance. This ensures that the question is handled by someone with more expertise in HTML.Rate this question:
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- 12.
When ending chats. The pre-close phrase should be:
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Thank you for chatting with Ubertor's Live Chat Help. Have a prosperous day!
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Is there anything else that I can help you with!
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How may I provide you with remarkable service?
Correct Answer
A. Is there anything else that I can help you with!Explanation
The pre-close phrase "Is there anything else that I can help you with!" is the correct answer because it acknowledges the customer's needs and offers further assistance if needed. It shows that the chat agent is willing to go the extra mile to provide exceptional service and ensure that all the customer's concerns have been addressed.Rate this question:
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- 13.
How do you access the Knowledge Base?
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By clicking http://ubertor.com
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By clicking http://kb.ubertor.com
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By clicking http://tier2.ubertor.com
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By clicking http://google.com
Correct Answer
A. By clicking http://kb.ubertor.comExplanation
The correct answer is "By clicking http://kb.ubertor.com". This is because the Knowledge Base can be accessed by clicking on the provided link, which specifically directs users to the "kb.ubertor.com" website. The other options, such as "ubertor.com" and "google.com", are not valid links to access the Knowledge Base.Rate this question:
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- 14.
According to this image (click here to see it) What should you do when a Request for Custom Work is done?
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Tell them they need to look for a third party designer in their area
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Ubertor in-house designers should be tasked
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Refer the client to the list of APVs
Correct Answer
A. Refer the client to the list of APVsExplanation
When a Request for Custom Work is done, the appropriate action to take is to refer the client to the list of APVs. This means that instead of telling them to look for a third-party designer or assigning the task to Ubertor in-house designers, the client should be directed to the list of Approved Vendor Partners. These APVs are trusted and recommended designers who can provide the custom work requested by the client.Rate this question:
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- 15.
Can a Tier 1 support help with credit card updating?
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Yes
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No
Correct Answer
A. YesExplanation
Tier 1 support is the initial level of customer support that deals with basic inquiries and technical issues. While credit card updating may involve sensitive information and require higher level authorization, Tier 1 support can still assist customers by providing guidance on the steps to update their credit card information or by redirecting them to the appropriate department for further assistance. Therefore, Tier 1 support can help with credit card updating to some extent.Rate this question:
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- 16.
According to this image (click here to see it) What should happen at the end of each chat?
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Agent logs into the chat program
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Agent picks up the chat
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Issue Documented in client's Supporter profile
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Development team will check the issue
Correct Answer
A. Issue Documented in client's Supporter profileExplanation
At the end of each chat, the issue should be documented in the client's Supporter profile. This means that the agent should record and save all the details of the chat conversation in the client's profile for future reference and to keep a record of the issue. This documentation helps in tracking and resolving the issue effectively, as well as providing a history of the client's support interactions.Rate this question:
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- 17.
What Tier level will you be in when you first join the Client Service Team?
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Tier 2
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Tier 3
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Tier 1
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Tier 0
Correct Answer
A. Tier 1Explanation
When you first join the Client Service Team, you will be in Tier 1. This indicates that you are at the entry level position within the team. As you gain experience and expertise, you may progress to higher tier levels.Rate this question:
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- 18.
What should you do if a task is recurring?
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Pass to Tier 2
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Make sure to guide the client step by step.
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Escalate the issue for bug fixing
Correct Answer
A. Make sure to guide the client step by step.Explanation
If a task is recurring, it is important to guide the client step by step. This means providing clear instructions and support to help the client complete the task successfully. By guiding the client, you can ensure that they understand the process and are able to complete the task on their own in the future. This approach promotes self-sufficiency and reduces the need for further assistance or escalation.Rate this question:
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- 19.
When recording a chat under a Supporter, what should you choose under Communication?
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Live Help
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Online Chat
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Return Call
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Chat Dismissed
Correct Answer
A. Online ChatExplanation
When recording a chat under a Supporter, you should choose "Online Chat" under Communication. This option accurately represents the mode of communication used during the chat session. "Live Help" and "Return Call" are not relevant options as they do not pertain to online chat interactions. "Chat Dismissed" is also not applicable as it does not accurately describe the nature of the communication. Therefore, "Online Chat" is the most suitable choice for recording a chat under a Supporter.Rate this question:
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- 20.
When recording a chat under Supporter, under Time Spent you should write...
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The amount of seconds spent in the chat
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The amount of minutes spent in the chat
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The amount of hours spent in the chat
Correct Answer
A. The amount of minutes spent in the chatExplanation
When recording a chat under Supporter, it is recommended to write the amount of minutes spent in the chat. This is because minutes provide a more accurate measure of time spent compared to seconds or hours. Minutes allow for a more detailed understanding of the duration of the chat, which can be useful for tracking and analyzing support interactions.Rate this question:
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- 21.
When auditing chats, the evaluation is divided in two parts:
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Chats and Comments
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Standard Practices and Review
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Review and Control
Correct Answer
A. Standard Practices and ReviewExplanation
The correct answer is "Standard Practices and Review." In the context of auditing chats, this refers to the process of evaluating the adherence to established guidelines and procedures during chat interactions. It involves assessing whether the agents followed the standard practices, such as using appropriate language, providing accurate information, and maintaining professionalism. Additionally, it involves reviewing the overall quality of the chat interactions to ensure they meet the expected standards. This part of the evaluation focuses on assessing the performance of the agents and identifying areas for improvement.Rate this question:
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- 22.
Can a Tier 1 support handle sales chats?
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Yes
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No
Correct Answer
A. YesExplanation
A Tier 1 support representative can handle sales chats because they are trained to provide basic assistance and information to customers. They may not have in-depth knowledge about sales processes or advanced sales techniques, but they can still address common sales inquiries, guide customers through the sales process, and provide general product information. Their primary role may be to provide technical support, but they can also handle sales-related queries to some extent.Rate this question:
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- 23.
When you encounter a Bug you should record...
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Page Name/Description
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Browser name/URL/Steps
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Time/Date/Event
Correct Answer
A. Browser name/URL/StepsExplanation
When encountering a bug, it is important to record the browser name/URL/Steps. This information helps in identifying and reproducing the bug, as different browsers may have different behaviors and the URL and steps followed can provide insights into the specific scenario where the bug occurred. By documenting this information, it becomes easier to communicate the issue to developers or support teams for troubleshooting and resolving the bug effectively.Rate this question:
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- 24.
Pick the correct "Best Practice" from this list...
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Compliment Client
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Save Changes
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Keep a backup
Correct Answer
A. Compliment ClientExplanation
Complimenting the client is considered a best practice because it helps to build a positive relationship and rapport with the client. It shows appreciation for their input and efforts, which can lead to increased trust and satisfaction. Complimenting the client also helps to create a positive working environment and can contribute to a successful and long-lasting partnership.Rate this question:
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- 25.
When logging into the Chat Software you now that...
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There is an unlimited amount of operators that can login to the program at the same time.
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There is a limited amount of operators that can login to the program at the same time.
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You should greet all operators that are logged into to the program at the same time.
Correct Answer
A. There is a limited amount of operators that can login to the program at the same time.Explanation
The correct answer is that there is a limited amount of operators that can login to the program at the same time. This implies that there is a restriction on the number of operators who can access the program simultaneously.Rate this question:
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- 26.
Pick the phrase that best describes 'Tier 3' support:
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This level will serve as the main point of contact during taking chats.
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It can take incoming inquiries only if the Tier 1 agent has maxed out.
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This level will be used as a last resort.
Correct Answer
A. This level will be used as a last resort.Explanation
Tier 3 support is described as being used as a last resort. This means that when all other levels of support (such as Tier 1 and Tier 2) have been exhausted or are unable to resolve the issue, Tier 3 support will be called upon. It is the final level of support and is typically reserved for complex or escalated issues that require specialized knowledge or expertise.Rate this question:
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- 27.
When recording a chat under Supporter, Under Comments you should...
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Summarize in 1 or 2 sentences what happened in the chat.
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Record a task
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Ask the client what his comments are about the chat
Correct Answer
A. Summarize in 1 or 2 sentences what happened in the chat.Explanation
When recording a chat under Supporter, it is important to summarize in 1 or 2 sentences what happened in the chat. This helps to provide a brief overview of the conversation and makes it easier to reference later on.Rate this question:
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- 28.
What does KB stand for in the Ubertor Jargon?
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Kilobyte
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Knowledge Base
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Kilo Bits
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Kungliga biblioteket
Correct Answer
A. Knowledge BaseExplanation
KB stands for Knowledge Base in the Ubertor Jargon. A Knowledge Base is a centralized repository of information that provides users with access to a wide range of knowledge, such as articles, FAQs, and tutorials. It is a valuable resource for users to find answers to their questions and learn more about a particular topic or product. In the context of Ubertor, the KB likely refers to a knowledge base specific to the platform, where users can find information and support related to using Ubertor's services.Rate this question:
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- 29.
What falls into the "complimentary benefit" category:
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Crop an image for the client
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Show the client how to solve a problem
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Make a sale
Correct Answer
A. Crop an image for the clientExplanation
A complimentary benefit refers to an additional service or advantage provided to a client without any extra charge. In this context, cropping an image for the client falls into the complimentary benefit category because it is an extra service offered to the client without any cost. It is not directly related to making a sale or showing the client how to solve a problem, which are separate activities.Rate this question:
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- 30.
What should you do if a knowledge base article is missing?
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Report it to your supervisor
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Make sure you jot down the steps of completion
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Start a draft of the article to be written
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All of the above
Correct Answer
A. All of the aboveExplanation
If a knowledge base article is missing, it is important to take appropriate action. Reporting it to your supervisor ensures that they are aware of the issue and can address it. Jotting down the steps of completion helps in documenting the missing information and can be used as a reference later. Starting a draft of the article to be written is proactive and can help in filling the knowledge gap. Therefore, all of the above options are recommended actions to be taken if a knowledge base article is missing.Rate this question:
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Quiz Review Timeline (Updated): Mar 20, 2023 +
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 13, 2010Quiz Created by
Cmarine
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