Disney Study Guide

Disney Study Guide

12th Grade

20 Qs

quiz-placeholder

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Disney Study Guide

Disney Study Guide

Assessment

Quiz

Fun

12th Grade

Medium

Created by

Jessica Lewis

Used 25+ times

FREE Resource

20 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Every case must have an associated __________.

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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