Every case must have an associated __________.
Disney Study Guide

Quiz
•
Fun
•
12th Grade
•
Medium

Jessica Lewis
Used 25+ times
FREE Resource
20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
IP address
Household
Parent Case
Resolution
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the name of our phone system within Salesforce?
Five 9
Baymax
Flanders
InContact
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following pieces of information can be used for account verification regardless of the viewer's billing type?
Last 4 of the card on file
Email address and previous email address
First and Last Name
Gender
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When troubleshooting, your goal is to _________.
get your viewer off the phone to keep AHT down.
Identify the root cause of the issue and troubleshoot accordingly
Educate the viewer so they can just self serve.
None of these
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A VXA saying, "Just to confirm, you are experiencing buffering when streaming Peyton's Places on your Xbox, correct?" is an example of __________.
Verification
Empathy
None of these
Acknowledgement
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Inappropriate disconnection of interaction, failure to utilize correct account verification methods, rudeness to viewer, and failure to fill out a case are all examples of ________.
Mishandling
Promotional Awareness
Work Flow
None of these
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which tool is used to look up viewer account statuses, modify billing information, change subscriptions, and request refunds?
Incontact
Salesforce
Baymax
Big Hero
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