Cc Knowledge Check - Call Handling Procedure
10 Questions
| Attempts: 83
Questions and Answers
- 1.Based on the call handling procedure we discussed, the following must be verified during the onset of a call except
- A.
Date of Birth
- B.
Employee ID
- C.
Base Office Location
- D.
Phone Number
- 2.True or False? The call will proceed if the caller is unable to verify his identity.
- A.
True
- B.
False
- 3.What additional information must be verified before giving out sensitive information about a member?
- A.
Base Office Location
- B.
Middle Name
- C.
Home Address or Zip Code
- D.
All of the above
- 4.True or False? You must provide the Case ID to the caller if you created the case in HR Service Center.
- A.
True
- B.
False
- 5.Before closing any call, what must you ask if you provided a solution to answer a caller's query?
- A.
Is there anything else?
- B.
How are you doing?
- C.
Have I resolved your issue today?
- 6.When a VIP calls in, you must create a case in what priority level and agreement?
- A.
Medium Priority Level, High Priority Agreement
- B.
High Priority Level, High Priority Agreement
- C.
Medium Priority Level, Medium Priority Agreement
- D.
High Priority Level, Medium Priority Agreement
- 7.When a legacy Logica manager calls in regarding a classic CGI member, the CCA must create a case in
- A.
HRSC
- B.
BPM/WAT
- C.
SAP
- D.
NJOYN
- 8.This page on HR Service Center provides the required information about the caller, that must be validated during member verification.
- A.
HR HelpDesk Agent Dashboard
- B.
HRHD 360-Degree View
- C.
My Worklist
- 9.What should be observed when you place a call on hold?
- A.
Inform, Thank, Estimate, Acknowledge
- B.
Inform, Endorse, Allow, Thank
- C.
Inform, Estimate, Acknowledge, Thank
- 10.True or False? You must end a call immediately if the caller displayed inappropriate behavior.
- A.
True
- B.
False
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