Basic Agent Training

Basic Agent Training

Professional Development

10 Qs

quiz-placeholder

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Basic Agent Training

Basic Agent Training

Assessment

Quiz

Business, Specialty, Professional Development

Professional Development

Practice Problem

Medium

Created by

Joan Villar

Used 6+ times

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

What happens when you snooze a tickect?

It sends an automated response to the customer

It sends a customer satisfaction survey

It closes the ticket until the snoozed timer elapses or customer responds

it sends an email to the assigned agent letting them know it's been snoozed

2.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

Where would you click to close a ticket?

Close

Send & Close

Order status

Snooze

3.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

Where would you click to assign a ticket to another agent?

Associate name

My Tickects

Channels

Send & Closed

4.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

What does "Tags" do?

Tags are For advanced ticket features

Tags provide access to your profile, availability setting and other Gorgias resources like keyboards shortcuts

Tags records the customer communication

Tags label tickets based on traits (such as the content of a message)

5.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

Views are used to organise tickets and are located in the sidebar on the left. Sections allow you to group views together.

True

False

6.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

The ticket history shows you all previous conversations with the customer.

True

False

7.

MULTIPLE CHOICE QUESTION

1 min • 5 pts

While still talking with the customer in a chat, always use the “Send & Close” button, to make sure you’re following the proper procedure.

True

False

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