Question 1

How long is the grace period for allowing users to call in before we transition them to chat?

Accepted Answer

30 Days

Answer

90 Days

Answer

60 Days

Answer

15 Days

Question 2

What does the Session Key allow you to do?

Accepted Answer

Start a chat with a link that can be sent to the user

Answer

Start a call automatically with the user

Answer

Start a chat with a webpage that can be sent to the user

Answer

Start a call with a link that can be sent to the user

Question 3

Which of the following is NOT part of your expectations?

Accepted Answer

Expected to work non-urgent issues after the grace period has passed

Answer

Expected to transition non-urgent calls to chat

Answer

Expected to take multiple chats at once

Answer

Expected to help enforce the chat first behavior

Question 4

What are the canned messages used for?

Accepted Answer

Pre-written messages that you can use to respond to users

Question 5

What does the Session Key allow you to do?

Accepted Answer

Start a chat with a link that can be sent to the user

Answer

Start a chat with a webpage that can be sent to the user

Answer

Start a call automatically with the user

Answer

Start a call with a link that can be sent to the user

Question 6

Which of the following is NOT considered an exception to the chat first initiative

Accepted Answer

User Prefers Calling

Answer

White Glove Service for Director & Above

Answer

Bricked Devices

Answer

Major Incidents

Question 7

Refer to the Chat Requirements Document. Which is NOT a category that will be reviewed on your chat quality assessments?

Accepted Answer

Casual Tone

Answer

Tone Empathy

Answer

Greeting Contact Number

Answer

Knowledge Acknowledgement

Question 8

Where can you find the queues you are assigned to?

Accepted Answer

Top Left of Page

Answer

Bottom Right of Page

Answer

Bottom Left of Page

Question 9

When screen sharing, you are able to take screen shots of the user's screen

Accepted Answer

True

Answer

False

Question 10

Which of the following is NOT a Best Practice for handing multiple chats?

Accepted Answer

Let the User Wait As Long As You Need

Answer

Gather as much Information As Possible

Answer

Use the User's Name to Ensure You can Keep Track of the Chat

Answer

Use Canned Responses to Respond Faster

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