CSR - Rightnow Overview Pre-assessment

5 Questions | Total Attempts: 465

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CSR - Rightnow Overview Pre-assessment

Pre-Assessment for the RightNow Overview Phase II training


Questions and Answers
  • 1. 
    Copying and pasting the CID into the “Quick Search” box insures that the correct customer information is transferred from the SSC into RightNow.
    • A. 

      True

    • B. 

      False

  • 2. 
    What information is auto populated once the customer is correctly mapped from the SSC?
    • A. 

      Subject

    • B. 

      Call Reason

    • C. 

      Root Cause

    • D. 

      Contact

    • E. 

      Client

  • 3. 
    Disposition determines:
    • A. 

      The Root Cause, Client and Status of an incident

    • B. 

      The Client, Status, and Queue of an incident

    • C. 

      The Status and Queue of an incident

    • D. 

      The Subject, Root Cause and Client Issue of an incident

  • 4. 
    What has to be selected for Guided Assistance to appear?
    • A. 

      Disposition

    • B. 

      Client

    • C. 

      Carrier

    • D. 

      Call Reason

    • E. 

      Root Call

  • 5. 
    It is not necessary to check previous incidents before creating a new incident.
    • A. 

      True

    • B. 

      False

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