Total Aurora: Customer Service Questions! Trivia Quiz

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| By Catherine Halcomb
Catherine Halcomb
Community Contributor
Quizzes Created: 1443 | Total Attempts: 6,686,485
| Attempts: 56
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  • 1/45 Questions

    To resolve issues with Vault prompting to save VFD files to the computer when downloading, you can run VFDFIX.exe from tech files.

    • True
    • False
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About This Quiz


It is quite common for businesses to pay attention to what their competitors are doing so that they know how to make their services and products better. This trivia quiz is made up of total aurora: competitor comparison training questions that are designed to test out just how much you know about out competitors and why we are better or what we need to improve on. Do give it a shot!.

Total Aurora: Customer Service Questions! Trivia Quiz - Quiz

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  • 2. 

    When talking to customers, sounding confident on the phone is a good way to help convince them that a technical document is going to resolve their issue.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When interacting with customers, projecting confidence over the phone can be beneficial in assuring them that a technical document will effectively address their problem. This is because a confident tone inspires trust and reassurance, making customers more likely to believe that the document will provide a solution to their issue. Therefore, the statement that sounding confident on the phone is a good way to convince customers that a technical document will resolve their problem is true.

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  • 3. 

    CRM says no contract on the customers record, this means you should always deny support.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This statement is false because the absence of a contract on a customer's record does not necessarily mean that support should always be denied. There could be other factors to consider, such as the customer's history, loyalty, or the nature of the support request. The decision to deny or provide support should be based on a comprehensive evaluation of various factors, not solely on the presence or absence of a contract.

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  • 4. 

    You are passing a call at 11:50AM, there is currently an appointment open for 11AM-1PM, it is OK to schedule your current call for this appointment time.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Scheduling the current call for the appointment time of 11AM-1PM is not okay because the current time is already 11:50AM, which means there are only 10 minutes left in the appointment slot. It would not be feasible to schedule a call for such a short duration, as it would not allow enough time for a meaningful conversation. Therefore, the statement is false.

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  • 5. 

    A dropdown arrow next to a specific field indicates there is a quicklist or recent response available for that field.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The presence of a dropdown arrow next to a specific field indicates that there is a quicklist or recent response available for that field. This feature allows users to quickly select from a list of previously used or suggested responses, making data entry more efficient and reducing the need for manual typing.

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  • 6. 

    IF you are not 100% sure about denying support for an issue you should always consult a team leader.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Consulting a team leader when unsure about denying support for an issue is important because team leaders have more experience and knowledge in handling such situations. They can provide guidance and advice on the best course of action, ensuring that the decision made is well-informed and aligned with the team's goals and objectives. By seeking their input, it helps to avoid any potential negative consequences that may arise from making an uninformed decision.

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  • 7. 

    When logging Run Time Errors we only need the number and not any verbiage that follows.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because when logging Run Time Errors, it is important to include the verbiage that follows the error number. This additional information helps in understanding the cause and context of the error, making it easier to troubleshoot and fix the issue. Simply logging the error number without any explanation would not provide enough information to effectively debug and resolve the problem.

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  • 8. 

    The plugin breakdown ITN is your best source of information to determine which plugin a specific company uses to send orders.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The plugin breakdown ITN provides valuable information about the specific plugin used by a company to send orders. This means that if you want to find out which plugin a particular company uses for order transmission, referring to the plugin breakdown ITN would be the most reliable source of information. Therefore, the statement is true.

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  • 9. 

    Maintaining control of the call is one of the best methods of troubleshooting a customers issue.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Maintaining control of the call is important in troubleshooting a customer's issue because it allows the customer service representative to guide the conversation and gather all necessary information. By maintaining control, the representative can ask relevant questions, listen actively, and provide effective solutions. This helps in resolving the issue efficiently and ensuring customer satisfaction.

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  • 10. 

    If you are just sending a doc to a customer there is no reason to log a call.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Logging a call refers to the process of recording and documenting customer interactions or issues in a customer service system. Even if you are just sending a document to a customer, it can still be beneficial to log a call. By logging the call, you create a record of the interaction, which can be useful for future reference, tracking customer history, and ensuring accountability. Additionally, logging the call allows for better communication and collaboration within the customer service team, as everyone can access the information and provide consistent support. Therefore, the statement that there is no reason to log a call when sending a document to a customer is false.

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  • 11. 

    The only way to upload files to the Vault is by setting up watched folders in the Vault configuration Utility.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given statement is false. While setting up watched folders is one way to upload files to the Vault, it is not the only way. Users can also upload files directly through the Vault interface or use API integrations to upload files programmatically.

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  • 12. 

    Mercury Network is an AMC.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement "Mercury Network is an AMC" is false. AMC stands for Appraisal Management Company, which is a company that coordinates the appraisal process for lenders. Mercury Network, on the other hand, is a technology platform that provides appraisal management software and services to AMCs and lenders. While Mercury Network works closely with AMCs, it is not an AMC itself. Therefore, the correct answer is False.

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  • 13. 

    What is the queue number for Platinum support?

    • 8090

    • 8092

    • 9098

    • 742

    Correct Answer
    A. 8090
    Explanation
    The queue number for Platinum support is 8090.

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  • 14. 

    When answering an incoming called passed over by a CSR it is a good timesaving method to copy and pastes the CSR notes from Televantage to your call record.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Copying and pasting CSR notes from Televantage to the call record may seem like a time-saving method, but it is not a good practice. It is important to listen to the customer's concerns and notes carefully and accurately document them in the call record. Copying and pasting may lead to errors or misinterpretation of the information, which can result in confusion or incorrect actions taken by the next person handling the call. It is always best to manually enter the relevant information to ensure accuracy and provide the best possible customer service.

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  • 15. 

    When you get a call that is just dead air, you should log the call as dead air and take the next inbound call.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    When you receive a call that is just dead air, it is important to not immediately assume that the call is completely silent. There may be technical issues causing the lack of sound, and it is possible that the caller is still on the line. Therefore, it is recommended to stay on the call and listen for any signs of the caller or background noise. Logging the call as dead air and moving on to the next inbound call without properly investigating may result in missed opportunities or important information.

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  • 16. 

    If a customer is demanding someone login to their computer to resolve the issue this is a good reason to escalate the call to Sr. Tech.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Escalating the call to a senior technician is not necessary if a customer is demanding someone to login to their computer to resolve the issue. This is because logging into a customer's computer is a standard practice for technical support personnel, and it does not require the involvement of a senior technician. Therefore, the statement is false.

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  • 17. 

    When going to the homepage of an XSite, the customer can use HTTPS instead of HTTP in order to load the site sevurely.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Using HTTPS instead of HTTP does not guarantee that the website will load securely. While HTTPS provides a secure connection between the user's browser and the website, it does not ensure that the website itself is secure. The website could still have vulnerabilities or be compromised, putting the user's data at risk. Therefore, simply using HTTPS does not guarantee a secure website.

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  • 18. 

    Vault works great with FireFox, Safari and Chrome.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that Vault is compatible with three web browsers: FireFox, Safari, and Chrome. The correct answer is "False" because the statement is incorrect. It implies that Vault does not work well with any web browser, including FireFox, Safari, and Chrome.

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  • 19. 

    A silver customer is calling outside of their normal support hours.  They are having issues delivering a report through a plugin.  You should enter a support ticket and advise the customer of their hours and move to the next call.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The correct answer is False. The explanation for this is that as a support representative, it is your responsibility to assist customers with their issues, regardless of their customer tier or support hours. In this case, since the silver customer is facing difficulties with delivering a report through a plugin, you should still enter a support ticket and provide assistance to resolve their problem. Simply advising them of their support hours and moving on to the next call would not be an appropriate response.

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  • 20. 

    What items should be included when a call is passed from CSR to tech?  

    • CID

    • Callers name

    • CSR initials

    • Customers issue

    Correct Answer(s)
    A. CID
    A. Callers name
    A. CSR initials
    A. Customers issue
    Explanation
    When a call is passed from a Customer Service Representative (CSR) to a technician, several items should be included. The CID (Caller ID) is important for identifying the caller and their contact information. The caller's name is necessary for addressing them properly and providing personalized assistance. The CSR initials help in tracking and documenting the transfer of the call. Lastly, the customer's issue is crucial as it provides the necessary context for the technician to understand and resolve the problem effectively.

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  • 21. 

    Support tickets can be closed due to no contact on weekends.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Support tickets cannot be closed solely due to no contact on weekends. While it is possible that support teams may have reduced availability or slower response times on weekends, it does not mean that tickets will automatically be closed. Support teams typically prioritize and address tickets based on their urgency and importance, regardless of the day of the week. Therefore, the statement is false.

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  • 22. 

    What is required for an appraiser to create an ENV file? 

    • An XSite`

    • AI Ready forms in the report

    • E&O Insurance

    • Supervisor Signature

    Correct Answer(s)
    A. An XSite`
    A. AI Ready forms in the report
    Explanation
    To create an ENV file, an appraiser needs an XSite` and AI Ready forms in the report. The XSite` provides the necessary platform for the appraiser to input and store the data required for the ENV file. AI Ready forms in the report ensure that the necessary forms and information are included in the report, which can then be used to generate the ENV file. E&O Insurance and Supervisor Signature, although important for other aspects of the appraisal process, are not directly related to the creation of an ENV file.

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  • 23. 

    Multiple sketch pages can be added to a report.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    In a report, it is possible to include multiple sketch pages. This means that users can add more than one sketch page to their report, allowing them to include various sketches or drawings to support their findings or analysis. This feature provides flexibility and allows for the inclusion of multiple visual representations within a single report.

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  • 24. 

    A great way to add comps to a TOTAL report is with the comparables database.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that using the comparables database is an effective method for adding comps to a TOTAL report. This implies that the comparables database contains relevant and reliable data that can be used to compare and analyze properties, which is beneficial for creating a comprehensive and accurate report. Therefore, the answer "True" indicates that using the comparables database is indeed a great way to add comps to a TOTAL report.

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  • 25. 

    Apex 5 is the only version of Apex supported for integration with Aurora.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given statement is false. Apex 5 is not the only version of Apex supported for integration with Aurora. There are other versions of Apex that are also supported for integration with Aurora.

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  • 26. 

    There is 30 minutes left on your weekend shift, you talk to the Sr. Tech on Duty and he agrees it is slow enough for you to leave early.  In this case you do not have to call the team leader on duty to leave.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    In this scenario, the statement says that you do not have to call the team leader on duty to leave early. However, this statement is incorrect. Even if the Sr. Tech on Duty agrees that it is slow enough for you to leave early, it is still necessary to inform and seek permission from the team leader on duty before leaving. Therefore, the correct answer is False.

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  • 27. 

    Proper call logging and note taking will have an impact on who?  (Choose all that apply)

    • QA

    • Product Managers

    • Technical Support Reps

    • Customer Service Reps

    Correct Answer(s)
    A. QA
    A. Product Managers
    A. Technical Support Reps
    A. Customer Service Reps
    Explanation
    Proper call logging and note taking will have an impact on QA, Product Managers, Technical Support Reps, and Customer Service Reps. This is because these individuals are involved in different stages of the customer support process. QA relies on call logs and notes to ensure quality and compliance, Product Managers use them to understand customer needs and improve products, Technical Support Reps refer to them for troubleshooting, and Customer Service Reps use them to provide personalized and efficient service.

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  • 28. 

    Part of good call control is knowing when to use the hold option to your advantage.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Knowing when to use the hold option to your advantage is an important aspect of good call control. By putting a caller on hold, you can effectively manage multiple calls, gather information, consult with colleagues or superiors, or simply take a break. It allows you to maintain control over the conversation and provide a better overall experience for the caller. Therefore, the statement "Part of good call control is knowing when to use the hold option to your advantage" is true.

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  • 29. 

    Customer calls in angry and upset, they are yelling and cussing at you on the phone.  You should log notes about the customers attitude in your call notes for the next technician.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    It is not necessary to log notes about the customer's attitude in call notes for the next technician. While it is important to document relevant information about the customer's issue and any actions taken, noting their attitude may not be helpful or necessary for the next technician. Additionally, focusing on the customer's negative attitude may not contribute to a positive and productive work environment.

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  • 30. 

    Mercury Network is HVCC compliant.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Mercury Network being HVCC compliant means that it adheres to the Home Valuation Code of Conduct (HVCC) guidelines. The HVCC was implemented to ensure that real estate appraisals are conducted independently and objectively. By stating that Mercury Network is HVCC compliant, it implies that the network follows the HVCC guidelines, thereby promoting fair and unbiased appraisals.

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  • 31. 

    For three appraisers to use Mercury Desktop and Networked TOTAL you need to purchase 3 licenses for Mercury Desktop.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    To use Mercury Desktop and Networked TOTAL for three appraisers, you do not need to purchase three licenses for Mercury Desktop. The statement is false because Networked TOTAL allows multiple users to access the software using a single license. Therefore, you only need to purchase one license for Mercury Desktop to accommodate three appraisers.

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  • 32. 

    What information is useful when logging an error in your call notes?  (Choose all that apply)

    • Tital bar of error message

    • The exact error message

    • When the error occurs

    • Has the error happened before

    Correct Answer(s)
    A. Tital bar of error message
    A. The exact error message
    A. When the error occurs
    A. Has the error happened before
    Explanation
    When logging an error in call notes, it is useful to include the title bar of the error message, the exact error message, when the error occurs, and whether the error has happened before. Including the title bar helps identify the specific error, while the exact error message provides detailed information about the issue. Knowing when the error occurs helps in troubleshooting and finding patterns, and understanding if the error has happened before can provide insights into potential solutions or workarounds.

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  • 33. 

    If you are using Vault Express you can choose which 20 files to store.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because if you are using Vault Express, you cannot choose which 20 files to store. Vault Express is a storage system that automatically stores and manages files based on predefined settings, such as file types or file sizes. It does not provide the option for users to manually select which files to store.

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  • 34. 

    When sending XSellerate campaigns, you can send a maximum of how many emails per day?

    • 250

    • 500

    • 1000

    • 1500

    Correct Answer
    A. 1000
    Explanation
    When sending XSellerate campaigns, the maximum number of emails that can be sent per day is 1000.

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  • 35. 

    When sending a campaign with XSellerate, the campaign is sent as soon as the customer clicks the submit button.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given statement is false. When sending a campaign with XSellerate, the campaign is not sent as soon as the customer clicks the submit button. There is typically a process involved after the submit button is clicked, such as data validation, segmentation, and scheduling. The campaign is usually sent at a later time according to the predetermined schedule or criteria set by the sender.

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  • 36. 

    IF a SureDocs borrower forgets their password and security question, we must escalate the call to Sr. Tech and then to QA to get the borrowers password resent.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because if a SureDocs borrower forgets their password and security question, the appropriate action would be to escalate the call to the Sr. Tech support team, who will then assist the borrower in resetting their password. There is no need to involve the QA team in this process.

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  • 37. 

    When calling support tickets you must wait until the Last Contact time is no longer orange between attempts.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because when calling support tickets, it is important to wait until the Last Contact time is no longer orange between attempts. This indicates that the previous contact attempt was recent, and it is necessary to allow some time for the support team to respond or resolve the issue before making another attempt. Calling too frequently without giving enough time for a response can lead to inefficiency and confusion in the support process.

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  • 38. 

    If a customer has two XSellerate accounts they can send out 2000 emails per day total.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If a customer has two XSellerate accounts, it means they have access to two separate accounts. Each account allows them to send out a certain number of emails per day. Therefore, if they have two accounts, they can send out the maximum number of emails allowed by each account, which would be a total of 2000 emails per day. Hence, the statement is true.

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  • 39. 

    The side-by-side comps powerview in Aurora can be used for listings and rentals as well as comparables.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The side-by-side comps powerview in Aurora cannot be used for listings and rentals as well as comparables.

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  • 40. 

    A customer is using the same Username for Mercury Network and an XSite. This customer's Mercury Network Password will always use the same password as the customer's XSite.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that the customer's Mercury Network and XSite both use the same Username. Therefore, it is logical to assume that the customer's Mercury Network Password will also be the same as the XSite password. This implies that the customer does not need to remember or set different passwords for both platforms.

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  • 41. 

    Which plugin does not use the Universal Plugin when sending reports?

    • AppraisalPort

    • Mercury Network

    • LSI

    • Streetlinks

    Correct Answer
    A. AppraisalPort
    Explanation
    AppraisalPort does not use the Universal Plugin when sending reports.

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  • 42. 

    If you do not have E&O insurance you can still receive orders from Mercury Network.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    This statement suggests that having E&O insurance is not a requirement to receive orders from Mercury Network. In other words, even if you do not possess E&O insurance, you are still eligible to receive orders from Mercury Network. Therefore, the correct answer is True.

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  • 43. 

    What could cause a customer to not see the billing option in Appraisal Desktop?

    • Option not enabled in configuration

    • Quickbooks is installed on the computer

    • They do not have a platinum support contract

    Correct Answer
    A. Option not enabled in configuration
    Explanation
    The most likely reason why a customer may not see the billing option in Appraisal Desktop is because the option has not been enabled in the configuration settings. This means that the feature has not been activated or made available for use by the customer. Without enabling the billing option in the configuration, customers will not be able to access or use this feature in the Appraisal Desktop software.

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  • 44. 

    When checking a customers map stats within CRM, which tab would you go to in order to get this information?

    • Logging

    • Products

    • Addresses

    • Orders

    Correct Answer
    A. Logging
    Explanation
    To check a customer's map stats within CRM, you would go to the "logging" tab. This tab is likely to contain information related to the customer's activities, interactions, and logs within the CRM system. It may provide insights into their usage patterns, preferences, and history of interactions, allowing for a better understanding of their map-related statistics.

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  • 45. 

    If you work on a holiday and call in sick the following day, you still get paid holiday pay since you worked the actual holiday.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If an individual works on a holiday and then calls in sick the next day, they are still entitled to receive holiday pay. This is because they fulfilled their obligation of working on the actual holiday, regardless of their absence the following day. Therefore, it is true that they would still receive holiday pay in this scenario.

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Quiz Review Timeline (Updated): May 4, 2023 +

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

  • Current Version
  • May 04, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 25, 2012
    Quiz Created by
    Catherine Halcomb

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