Review Quiz - Module 3

43 Questions | By Xtnq_tjay | Updated: Mar 21, 2022 | Attempts: 80

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This a review quiz.

Questions and Answers

1.

Which of the following describes the Interactive Voice Response system?
- A.
  
  All items listed.
- B.
  
  Offers some self-help steps to solve common issues.
- C.
  
  Records customer's DSL TN / WTN and reason for calling.
- D.
  
  Runs tests on customer's account to help troubleshoot issue.
2.

Customers speak with an agent before being routed through the IVR system.
- A.
  
  True
- B.
  
  False
3.

What is Call Control?
- A.
  
  Established methodology for "steering" a customer call
- B.
  
  Helpdesk agent's ability to handle a call
- C.
  
  Helpdesk agent's ability to control/manage customer reactions on a call
- D.
  
  None of items listed
4.

What part of Call Control includes establishing a callback number for the customer?
- A.
  
  Customer Verification
- B.
  
  Verifying the Fix
- C.
  
  Opening
- D.
  
  Probing
5.

What part of Call Control includes phrasing questions to clarify understanding of the issue?
- A.
  
  Probing
- B.
  
  Customer Verification
- C.
  
  Opening
- D.
  
  Verifying the Fix
6.

What part of Call Control includes troubleshooting the issue?
- A.
  
  Problem Resolution
- B.
  
  Customer Verification
- C.
  
  Closing
- D.
  
  Verifying the Fix
7.

What part of Call Control includes ensuring that the customer needs no additional help?
- A.
  
  Closing
- B.
  
  Verifying the Fix
- C.
  
  Customer Verification
- D.
  
  Probing
8.

Which of the following is a top call driver?
- A.
  
  All items listed.
- B.
  
  Customer cannot connect to the Internet.
- C.
  
  Customer encounters a computer virus.
- D.
  
  Customer wants to schedule installation.
9.

Which of the following issues do helpdesk agents troubleshoot?
- A.
  
  All items listed.
- B.
  
  Customer can't browse.
- C.
  
  Customer can't register.
- D.
  
  Customer can't set up e-mail.
10.

Which of the following is NOT an issue that helpdesk agents support?
- A.
  
  Customer asks if HSI service is available where he lives.
- B.
  
  All items listed.
- C.
  
  Customer asks about her order status.
- D.
  
  Customer asks how to set up parental controls.
11.

Which of the following is NOT an issue that helpdesk agents troubleshoot?
- A.
  
  Billing
- B.
  
  Connectivity
- C.
  
  Desktop
- D.
  
  Installation
12.

What is a process flow?
- A.
  
  Step-by-step sequence of activities used to resolve issues
- B.
  
  List of troubleshooting applications and tools
- C.
  
  Script for handling customer calls
- D.
  
  Suggested call flow
13.

Your region's process flow tool does all of the following EXCEPT:
- A.
  
  Automatically updates fields in Siebel.
- B.
  
  Advises when to use your tools.
- C.
  
  Eases troubleshooting with step-by-step flow.
- D.
  
  Reduces search time with quick links to troubleshooting articles.
14.

What action do helpdesk agents take for out-of-scope issues?
- A.
  
  None of items listed.
- B.
  
  End call immediately.
- C.
  
  Perform additional research.
- D.
  
  Troubleshoot and resolve.
15.

Which of the following can the CUSTOMER access for additional support?
- A.
  
  Support.att.com
- B.
  
  AFSS or My CSP
- C.
  
  CRM or Siebel
- D.
  
  None of items listed
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?
- A.
  
  Successful Truck Roll
- B.
  
  All Tickets View
- C.
  
  Appointment
- D.
  
  Unsuccessful Truck Roll
17.

Which of the following items allows the agent to add additional authorized customers onto an established account?
- A.
  
  Contacts
- B.
  
  Interactions
- C.
  
  More Info
- D.
  
  Customer Portal
18.

Which of the following CANNOT overbook appointments?
- A.
  
  Basic agents
- B.
  
  Advanced agents
- C.
  
  Presidential agents
- D.
  
  All agents
19.

On which screen are interactions recorded?
- A.
  
  Account
- B.
  
  Contacts
- C.
  
  Trouble Tickets
- D.
  
  Home
20.

Which of the following is NOT a Trouble Ticket Status?
- A.
  
  Partial
- B.
  
  Closed
- C.
  
  Pending
- D.
  
  Open
21.

Which of the following actions does an agent perform when both a Control Tower and Presidential flag are set?
- A.
  
  Transfer to a Presidential agent.
- B.
  
  Transfer to a COT agent.
- C.
  
  Handle the call as any other.
- D.
  
  Click Release Call.
22.

What items are used to track customer problems?
- A.
  
  Trouble Tickets
- B.
  
  Inbound Calls
- C.
  
  Callbacks
- D.
  
  Actions
23.

Which Customer Portal Applet facilitates and tracks the provisioning of an order?
- A.
  
  SOEG
- B.
  
  CPE
- C.
  
  CRM
- D.
  
  BISONS and BONS
24.

Which of the following items serves as a guideline for agents to determine where a customer should be directed?
- A.
  
  Account Flags
- B.
  
  Account Screen
- C.
  
  Service Account Applet Fields
- D.
  
  Customer View Tab
25.

Which of the following items allows agents to view additional customer information that has been retrieved from other systems?
- A.
  
  Customer Portal
- B.
  
  Service Account Applet Fields
- C.
  
  Customer View Tab
- D.
  
  Account Screen