Day 2 CCTS Quiz

How many levels of verification are there?

• 1

• 2

• 3

• 4

What level of verification will EVERY caller be verified to?

• Basic

• Medium

• Advanced

What level of verification can ONLY the LC be verified to?

• Basic

• Medium

• Advanced

The Greeting and Closing have to be said verbatim.

• True

• False

You do not have to provide empathy on every call.

• True

• False

You must create a case for every call.

• True

• False

In SF, what Record level do we begin with?

• Account

• Contact

• Case

• Service Request

Using the correct CST does not matter on a case.

• True

• False

Can we check HW eligibility in TTV CSR?

• Yes

• No

These types of courses have to have a classroom assigned in TTV CSR to be accessible in the student's OLS: World Language, all MS/HS courses, Spotlight on Music and ______

• English

• K-5 Homeroom

• Science

• None