Review Quiz - Module 3

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  • 1/43 Questions

    Which of the following describes the Interactive Voice Response system?

    • All items listed.
    • Offers some self-help steps to solve common issues.
    • Records customer's DSL TN / WTN and reason for calling.
    • Runs tests on customer's account to help troubleshoot issue.
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Module Quizzes & Trivia
About This Quiz

This Review Quiz for Module 3 in Call Management assesses knowledge on Interactive Voice Response systems, Call Control techniques, and problem resolution. It is crucial for enhancing customer service skills in call center environments.

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  • 2. 

    Customers speak with an agent before being routed through the IVR system.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that customers speak with an agent before being routed through the IVR system. However, the correct answer is False. This means that customers do not speak with an agent before being routed through the IVR system. They are directly routed through the IVR system without any interaction with an agent.

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  • 3. 

    What is Call Control?

    • Established methodology for "steering" a customer call

    • Helpdesk agent's ability to handle a call

    • Helpdesk agent's ability to control/manage customer reactions on a call

    • None of items listed

    Correct Answer
    A. Established methodology for "steering" a customer call
    Explanation
    Call control refers to the established methodology for "steering" a customer call. It involves the techniques and strategies used by helpdesk agents to guide and manage the conversation with the customer. This includes skills such as active listening, effective communication, problem-solving, and maintaining control of the call flow. By utilizing call control techniques, agents can ensure a smooth and efficient interaction with the customer, leading to better customer satisfaction and issue resolution.

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  • 4. 

    What part of Call Control includes establishing a callback number for the customer?

    • Customer Verification

    • Verifying the Fix

    • Opening

    • Probing

    Correct Answer
    A. Customer Verification
    Explanation
    Establishing a callback number for the customer is a step in the Customer Verification process of Call Control. This involves confirming the customer's contact information and ensuring that a valid and correct callback number is recorded. This ensures that the customer can be reached later if needed, and helps in providing efficient and effective customer service.

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  • 5. 

    What part of Call Control includes phrasing questions to clarify understanding of the issue?

    • Probing

    • Customer Verification

    • Opening

    • Verifying the Fix

    Correct Answer
    A. Probing
    Explanation
    Probing is the part of Call Control that includes phrasing questions to clarify understanding of the issue. Probing involves asking specific questions to gather more information about the problem or concern the customer is facing. By asking probing questions, the customer service representative can gain a better understanding of the issue and gather all the necessary details to provide an accurate solution or assistance. This helps in effectively addressing the customer's needs and resolving their concerns.

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  • 6. 

    What part of Call Control includes troubleshooting the issue?

    • Problem Resolution

    • Customer Verification

    • Closing

    • Verifying the Fix

    Correct Answer
    A. Problem Resolution
    Explanation
    The correct answer is Problem Resolution. This part of Call Control involves troubleshooting the issue at hand. It is the process of identifying and resolving the problem that the customer is experiencing. This may involve diagnosing the issue, finding a solution, and implementing it to resolve the problem. It is an important step in ensuring customer satisfaction and resolving any technical issues they may be facing.

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  • 7. 

    What part of Call Control includes ensuring that the customer needs no additional help?

    • Closing

    • Verifying the Fix

    • Customer Verification

    • Probing

    Correct Answer
    A. Closing
    Explanation
    Closing is the part of Call Control that includes ensuring that the customer needs no additional help. During the closing phase of a call, the customer's issue or query should be resolved, and all necessary information and assistance should have been provided. This is the final step in the call control process where the agent confirms with the customer if they are satisfied with the resolution and if they require any further assistance. By effectively closing the call, the agent ensures that the customer's needs have been fully addressed and that they do not require any additional help.

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  • 8. 

    Which of the following is a top call driver?

    • All items listed.

    • Customer cannot connect to the Internet.

    • Customer encounters a computer virus.

    • Customer wants to schedule installation.

    Correct Answer
    A. All items listed.
    Explanation
    All items listed are considered top call drivers because they are common reasons why customers would reach out for support. The customer not being able to connect to the internet, encountering a computer virus, and wanting to schedule installation are all issues that would require assistance from customer support. Therefore, all of these items can be considered top call drivers.

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  • 9. 

    Which of the following issues do helpdesk agents troubleshoot?

    • All items listed.

    • Customer can't browse.

    • Customer can't register.

    • Customer can't set up e-mail.

    Correct Answer
    A. All items listed.
    Explanation
    Helpdesk agents troubleshoot all the issues listed, including when a customer can't browse, can't register, or can't set up email. This means that the helpdesk agents are trained and equipped to handle a wide range of technical problems and provide assistance to customers in resolving these issues.

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  • 10. 

    Which of the following is NOT an issue that helpdesk agents support?

    • Customer asks if HSI service is available where he lives.

    • All items listed.

    • Customer asks about her order status.

    • Customer asks how to set up parental controls.

    Correct Answer
    A. Customer asks if HSI service is available where he lives.
    Explanation
    Helpdesk agents are responsible for providing support and assistance to customers regarding various issues. The given answer states that "Customer asks if HSI service is available where he lives" is NOT an issue that helpdesk agents support. This means that helpdesk agents do not handle inquiries related to the availability of HSI service in a specific location. Instead, they support all the other listed issues, including customer inquiries about order status, setting up parental controls, and any other items mentioned in the question.

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  • 11. 

    Which of the following is NOT an issue that helpdesk agents troubleshoot?

    • Billing

    • Connectivity

    • Desktop

    • Installation

    Correct Answer
    A. Billing
    Explanation
    Helpdesk agents are responsible for troubleshooting technical issues related to hardware, software, and connectivity. They assist users in resolving problems with their desktop computers, network connectivity, and software installations. However, billing issues are not within the scope of their responsibilities. Billing concerns typically involve financial matters, such as invoicing, payments, and account management, which are typically handled by a separate department or team. Therefore, billing is not an issue that helpdesk agents would troubleshoot.

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  • 12. 

    What is a process flow?

    • Step-by-step sequence of activities used to resolve issues

    • List of troubleshooting applications and tools

    • Script for handling customer calls

    • Suggested call flow

    Correct Answer
    A. Step-by-step sequence of activities used to resolve issues
    Explanation
    A process flow refers to a step-by-step sequence of activities that are followed in order to resolve issues. It outlines the specific actions and tasks that need to be taken in a particular order to achieve a desired outcome or solution. This systematic approach helps in ensuring that all necessary steps are taken and nothing is overlooked, leading to efficient and effective issue resolution.

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  • 13. 

    Your region's process flow tool does all of the following EXCEPT:

    • Automatically updates fields in Siebel.

    • Advises when to use your tools.

    • Eases troubleshooting with step-by-step flow.

    • Reduces search time with quick links to troubleshooting articles.

    Correct Answer
    A. Automatically updates fields in Siebel.
    Explanation
    The region's process flow tool is designed to perform several functions. It provides advice on when to use the tools available, eases troubleshooting by providing a step-by-step flow, and reduces search time by offering quick links to troubleshooting articles. However, it does not have the capability to automatically update fields in Siebel.

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  • 14. 

    What action do helpdesk agents take for out-of-scope issues?

    • None of items listed.

    • End call immediately.

    • Perform additional research.

    • Troubleshoot and resolve.

    Correct Answer
    A. None of items listed.
    Explanation
    Helpdesk agents typically escalate out-of-scope issues to a higher level of support or to a specialized team that is equipped to handle such problems. They do not end the call immediately, perform additional research, or troubleshoot and resolve the issue themselves, as these actions would be beyond their scope of expertise.

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  • 15. 

    Which of the following can the CUSTOMER access for additional support?

    • Support.att.com

    • AFSS or My CSP

    • CRM or Siebel

    • None of items listed

    Correct Answer
    A. Support.att.com
    Explanation
    The customer can access support.att.com for additional support.

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  • 16. 

    When which of the following is selected do you set the Resolution Code to Successful Appt. and the Status/Sub Status to Closed/Resolved?

    • Successful Truck Roll

    • All Tickets View

    • Appointment

    • Unsuccessful Truck Roll

    Correct Answer
    A. Successful Truck Roll
    Explanation
    When the Resolution Code is set to Successful Appt. and the Status/Sub Status is set to Closed/Resolved, it indicates that a successful appointment has been made and the issue has been resolved. This is specifically done when the "Successful Truck Roll" option is selected.

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  • 17. 

    Which of the following items allows the agent to add additional authorized customers onto an established account?

    • Contacts

    • Interactions

    • More Info

    • Customer Portal

    Correct Answer
    A. Contacts
    Explanation
    Contacts allow the agent to add additional authorized customers onto an established account. Contacts are individuals or organizations that are associated with an account. By adding contacts, the agent can provide access and authorization to multiple individuals or organizations, allowing them to interact with and make changes to the established account. This feature is useful for businesses or organizations that have multiple stakeholders or authorized users who need to have access to the account.

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  • 18. 

    Which of the following CANNOT overbook appointments?

    • Basic agents

    • Advanced agents

    • Presidential agents

    • All agents

    Correct Answer
    A. Basic agents
    Explanation
    Basic agents cannot overbook appointments because they have limited capabilities and are not equipped with the necessary tools or authority to overbook appointments. They may have restrictions or limitations in their system that prevent them from double-booking or scheduling overlapping appointments. Advanced agents and Presidential agents, on the other hand, may have the ability to overbook appointments depending on their level of access and permissions. Therefore, the correct answer is Basic agents.

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  • 19. 

    On which screen are interactions recorded?

    • Account

    • Contacts

    • Trouble Tickets

    • Home

    Correct Answer
    A. Account
    Explanation
    Interactions are recorded on the Account screen. This screen is where all the information related to a specific account is stored, including any interactions or communication that has taken place with the account. It serves as a centralized location for managing and tracking interactions with the account, making it easier to keep a record of all the communication and activities associated with that particular account.

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  • 20. 

    Which of the following is NOT a Trouble Ticket Status?

    • Partial

    • Closed

    • Pending

    • Open

    Correct Answer
    A. Partial
    Explanation
    The trouble ticket status options listed are Closed, Pending, and Open. "Partial" is not listed as a trouble ticket status option, making it the correct answer to the question.

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  • 21. 

    Which of the following actions does an agent perform when both a Control Tower and Presidential flag are set?

    • Transfer to a Presidential agent.

    • Transfer to a COT agent.

    • Handle the call as any other.

    • Click Release Call.

    Correct Answer
    A. Transfer to a Presidential agent.
    Explanation
    When both a Control Tower and Presidential flag are set, an agent will transfer the call to a Presidential agent. This means that the call is of high importance and needs to be handled by a specialized agent who has the authority and knowledge to address the specific needs or concerns of a Presidential caller. The Control Tower flag indicates that the call requires special attention, and the Presidential flag indicates that the caller is a high-ranking official or someone associated with the President.

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  • 22. 

    What items are used to track customer problems?

    • Trouble Tickets

    • Inbound Calls

    • Callbacks

    • Actions

    Correct Answer
    A. Trouble Tickets
    Explanation
    Trouble tickets are used to track customer problems. They are a form of documentation that records the details of a customer's issue or complaint, including the date, time, and nature of the problem. Trouble tickets help customer service teams keep track of customer issues, prioritize them, and ensure they are resolved in a timely manner. They also serve as a reference for future troubleshooting or analysis of recurring problems.

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  • 23. 

    Which Customer Portal Applet facilitates and tracks the provisioning of an order?

    • SOEG

    • CPE

    • CRM

    • BISONS and BONS

    Correct Answer
    A. SOEG
    Explanation
    The Customer Portal Applet that facilitates and tracks the provisioning of an order is SOEG.

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  • 24. 

    Which of the following items serves as a guideline for agents to determine where a customer should be directed?

    • Account Flags

    • Account Screen

    • Service Account Applet Fields

    • Customer View Tab

    Correct Answer
    A. Account Flags
    Explanation
    Account Flags serve as a guideline for agents to determine where a customer should be directed. Account Flags are indicators that highlight specific characteristics or issues related to a customer's account. These flags help agents identify the appropriate actions or next steps to take when assisting the customer. By referring to the Account Flags, agents can make informed decisions on directing the customer to the right department or providing the necessary support based on the flagged information.

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  • 25. 

    Which of the following items allows agents to view additional customer information that has been retrieved from other systems?

    • Customer Portal

    • Service Account Applet Fields

    • Customer View Tab

    • Account Screen

    Correct Answer
    A. Customer Portal
    Explanation
    The Customer Portal allows agents to view additional customer information that has been retrieved from other systems.

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  • 26. 

    Which type of call does NOT require agents to use the Search Center?

    • Single Hit

    • Multi Hit

    • No Hit

    • All items listed

    Correct Answer
    A. Single Hit
    Explanation
    A single hit call refers to a situation where the agent is able to quickly and easily find the required information without the need to search through multiple sources or use the search center. In other words, the agent can directly access the necessary information without any additional effort. Therefore, a single hit call does not require agents to use the Search Center.

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  • 27. 

    Manual interactions can be created to handle which of the following situations?

    • All items listed

    • EChat contact

    • E-mail contact

    • Interaction that began with an incorrectly selected Service Contact during a Multi Hit or No Hit interaction

    Correct Answer
    A. All items listed
    Explanation
    Manual interactions can be created to handle various situations such as eChat contact, e-mail contact, and interactions that began with an incorrectly selected Service Contact during a Multi Hit or No Hit interaction. This means that all the items listed in the question can be addressed through manual interactions.

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  • 28. 

    Which of the following items enables agents to service and track customer problems?

    • Trouble Tickets

    • Customer View Tab

    • Account Screen

    • Account Flags

    Correct Answer
    A. Trouble Tickets
    Explanation
    Trouble Tickets enable agents to service and track customer problems. This feature allows agents to create tickets for each customer issue, providing a centralized system for managing and resolving problems. Agents can assign tickets, track their progress, communicate with customers, and ensure timely resolution. By using Trouble Tickets, agents can effectively manage and prioritize customer problems, leading to improved customer satisfaction and efficient problem resolution.

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  • 29. 

    In the Siebel system, how many early callback attempts can an agent make?

    • One

    • Two

    • Three

    • Unlimitted

    Correct Answer
    A. One
    Explanation
    In the Siebel system, an agent can make only one early callback attempt. This means that if the agent is unable to reach the customer on the first attempt, they cannot make any additional early callback attempts.

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  • 30. 

    It is possible to status multiple Trouble Tickets during one interaction.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    During one interaction, it is possible to status multiple Trouble Tickets. This means that a user can update the status of multiple trouble tickets simultaneously, without the need for separate interactions for each ticket. This can help to streamline the process and save time for the user.

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  • 31. 

    Which of the following items allows agents to view Presidential, hotline, and abuse flags?

    • Right side of Service Account Applet

    • Contacts View Tab

    • Customer Account Applet

    • Customer Portal

    Correct Answer
    A. Right side of Service Account Applet
    Explanation
    The correct answer is "Right side of Service Account Applet". This is because the right side of the Service Account Applet provides agents with the ability to view Presidential, hotline, and abuse flags. These flags are important for agents to identify and handle specific types of customer accounts or issues that require special attention or priority. The other options, such as the Contacts View Tab, Customer Account Applet, and Customer Portal, do not specifically mention the ability to view these flags.

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  • 32. 

    Which sub status should an agent select to place a Siebel Trouble Ticket in the queue?

    • Unassign

    • PDQ

    • Specific Agent's name

    • All Tickets View

    Correct Answer
    A. Unassign
    Explanation
    An agent should select the "Unassign" sub status to place a Siebel Trouble Ticket in the queue. This indicates that the ticket is no longer assigned to any specific agent and is available for any agent to pick up and work on. By selecting this sub status, the ticket will be placed in the general queue for all agents to access and address.

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  • 33. 

    Which of the following is a resolution code choice for Spam issues?

    • Refer to Manufacturer

    • Configure Home Network

    • Reboot Computer

    • Reload Software

    Correct Answer
    A. Refer to Manufacturer
    Explanation
    The resolution code choice for Spam issues is "Refer to Manufacturer" because spam issues are typically related to email or internet services, and the manufacturer or service provider would have the necessary expertise and resources to address and resolve such issues.

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  • 34. 

    Primary contacts cannot be deleted by basic agents.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Basic agents do not have the authority or permission to delete primary contacts. Primary contacts are usually the main point of contact for an organization or individual, and they hold important information and responsibilities. Only higher-level agents or administrators have the ability to delete primary contacts. Therefore, the statement that primary contacts cannot be deleted by basic agents is true.

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  • 35. 

    Which of the following statements does NOT descirbe interactions in Siebel?

    • Each Service Account can have only one interaction.

    • Used to track communications with customers.

    • Can be auto-created by Softphone or manually created by an agent.

    • Can be systematically generated by an event, such as a Truck Roll.

    Correct Answer
    A. Each Service Account can have only one interaction.
  • 36. 

    Which of the following does Siebel automatically create and associate to a customer account when CTI Lite (Softphone) finds a Single Hit?

    • An Interaction and a Trouble Ticket

    • A Problem Code

    • An Action

    • A Callback

    Correct Answer
    A. An Interaction and a Trouble Ticket
    Explanation
    When CTI Lite (Softphone) finds a Single Hit, Siebel automatically creates and associates an Interaction and a Trouble Ticket to a customer account. This means that when there is a single match or result found for the customer, Siebel generates an interaction and a trouble ticket to track and manage the customer's issue or request. This helps in providing a seamless customer service experience and ensures that all customer interactions are properly documented and addressed.

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  • 37. 

    How does an agent view the most current outage information?

    • Click the Refresh Outage button.

    • Click the Update Outage button.

    • Click [F10] key.

    • Click File, Update.

    Correct Answer
    A. Click the Refresh Outage button.
    Explanation
    An agent can view the most current outage information by clicking the Refresh Outage button. This action will update the information and display the latest data regarding any outages.

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  • 38. 

    A Customer Account can have multiple Service Accounts.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    This statement is true because in many industries, customers may have multiple service accounts under a single customer account. For example, in telecommunications, a customer may have separate service accounts for their home phone, internet, and mobile phone services, all linked to a single customer account. This allows the customer to manage and track their various services conveniently. Therefore, it is possible for a customer account to have multiple service accounts.

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  • 39. 

    Which of the following items tracks communications with customers and can be auto-created by Softphone or manually created by an agent?

    • Interactions

    • Customer Portal

    • Activities

    • Account Flags

    Correct Answer
    A. Interactions
    Explanation
    Interactions is the correct answer because it refers to the tracking of communications with customers. These interactions can be automatically created by Softphone, which is a software-based telephone system, or manually created by an agent. This feature allows businesses to keep a record of all customer communications for reference and analysis.

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  • 40. 

    What articles are listed in the Top answers section of My CSP?

    • Most relevant or frequently accessed articles

    • Most recently published articles

    • Random articles

    • Alphabetically ordered articles

    Correct Answer
    A. Most relevant or frequently accessed articles
    Explanation
    The correct answer is "Most relevant or frequently accessed articles". This suggests that the articles listed in the Top answers section of My CSP are those that are either deemed most relevant to the users' queries or have been frequently accessed by users. This ensures that the most helpful and popular articles are easily accessible to users, improving their overall experience and satisfaction with the platform.

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  • 41. 

    For best search results in My CSP, how many keywords should you use?

    • Two to four

    • Six

    • One

    • Two to eight

    Correct Answer
    A. Two to four
    Explanation
    To achieve the best search results in My CSP, it is recommended to use two to four keywords. This range allows for a more focused search and increases the likelihood of finding the desired information. Using too few keywords may result in a broad search with irrelevant results, while using too many keywords may limit the search too much and potentially miss relevant information. Therefore, using two to four keywords strikes a balance between specificity and comprehensiveness for optimal search results.

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  • 42. 

    Which of the following is the correct way to perform a content ID wildcard search in my CSP?

    • *connectivity

    • Connectivity&

    • &connectivity

    • Connectivity%

    Correct Answer
    A. *connectivity
    Explanation
    The correct way to perform a content ID wildcard search in my CSP is by using the asterisk (*) symbol before the term "connectivity". This allows for a wildcard search, meaning that any content ID containing the term "connectivity" will be included in the search results. The other options provided are incorrect and will not yield the desired results.

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  • 43. 

    Where can you find My Bookmarks in My CSP?

    • In the left panel

    • Under top answers

    • Under saved searches

    • In the urgent messaging section

    Correct Answer
    A. In the left panel
    Explanation
    In My CSP, My Bookmarks can be found in the left panel. This means that when you access My CSP, you can locate your bookmarks by looking at the options available in the left panel of the interface.

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Quiz Review Timeline (Updated): Mar 21, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 04, 2011
    Quiz Created by
    Xtnq_tjay

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