CSR - Updating Incidents Preassessment

5 Questions | Total Attempts: 533

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CSR - Updating Incidents Preassessment

PreAssessment for the Updating Incidents CSR Phase II Training


Questions and Answers
  • 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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