Accurately Logging Cases Quiz # 1
9 Questions
This training includes the following objectives:
    • Capture and validate all required customer information in iLog.
    • Ensure that the iLog case title and classifications relate to the root cause of the issue.
    • Use available resources to determine the proper classifications for a given issue.
    • Add case notes to the correct Additional Notes fields in an iLog case.
    • Demonstrate best practices for supplying clear, concise case notes.
    • Demonstrate proper use of After Call Work (ACW) time.

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