CSR - Updating Incidents Preassessment
PreAssessment for the Updating Incidents CSR Phase II Training
- 1.When should a CSR NOT create a new incident?
- A.
When a customer calls in to update information on a specific open incident and no other issue.
- B.
When a customer is just checking on the status of a current incident.
- C.
When a customer has general questions about their policy
- D.
When a customer needs billing information for a carrier
- E.
All of the above
- 2.How can CSRs identify a Client Escalation incident in RightNow? (Select all that applies)
- A.
There is a YES in the Client Issue Column
- B.
The incident's status is "Open"
- C.
The incident is highlighted in red
- D.
The incident is highlighted in green
- 3.Why should CSRs check previous incidents in RightNow?
- A.
To identify if there is a client Escalation Incident
- B.
To avoid creating a duplicate incident
- C.
To identify if there is a Supervisor Issue incident
- D.
All of the above
- E.
All answers are incorrect
- 4.When should a CSR only add information to an incident instead of creating a new incident? (Select all that applies)
- A.
When the customer calls in with different issues than the open incident in RightNow.
- B.
When information directly relates to an open incident
- C.
When the information provided is useful to the open incident
- D.
When the issue is similar to an open incident but different policy
- 5.An incident should NEVER be reopened even if the same issue arises
- A.
True
- B.
False
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