Agent Role and Big Picture

Agent Role and Big Picture

University - Professional Development

11 Qs

quiz-placeholder

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Agent Role and Big Picture

Agent Role and Big Picture

Assessment

Quiz

Other

University - Professional Development

Medium

Created by

Rochelle Miole

Used 96+ times

FREE Resource

11 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

20 sec • 1 pt

What are the two Peak Seasons that we have?

Aug/Sep

Sep/Oct

Jan/Feb

Feb/Mar

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Customers reach out to us through the _______ page.

Pearson Support

Chat

Pre-K12

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Who are your customers?

Students

Educators

Sales Clerk from Amazon

Sales Representatives

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Why customers contact us?

Browser and computer settings​

Computer Hardware Issues

Course registration and access code issues

Username and password issues​

​Course and content-related issues

5.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is the correct link for our Pearson Support site?

https://mlm.pearson.com/global/

https://www.pearson.com/us/higher-education.html

https://support.pearson.com/getsupport/s/

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When Tier 1 cannot resolve a customer’s issue, they can escalate the case to _______ Support.

Tier 2

Tier 3

Tier 4

Tier 2.5

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True o False

Tier 2 agents are usually more tenured agents, with additional training and access to different tools to try and assist in resolving the case.

True

False

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