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ES Chat First

Quiz by hblanda@paychex.com

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10 questions
Show answers
  • Q1
    How long is the grace period for allowing users to call in before we transition them to chat?
    30 Days
    90 Days
    60 Days
    15 Days
    30s
  • Q2
    What does the Session Key allow you to do?
    Start a call automatically with the user
    Start a chat with a webpage that can be sent to the user
    Start a call with a link that can be sent to the user
    Start a chat with a link that can be sent to the user
    30s
  • Q3
    Which of the following is NOT part of your expectations?
    Expected to work non-urgent issues after the grace period has passed
    Expected to transition non-urgent calls to chat
    Expected to take multiple chats at once
    Expected to help enforce the chat first behavior
    30s
  • Q4
    What are the canned messages used for?
    Pre-written messages that you can use to respond to users
    30s
  • Q5
    What does the Session Key allow you to do?
    Start a chat with a webpage that can be sent to the user
    Start a chat with a link that can be sent to the user
    Start a call automatically with the user
    Start a call with a link that can be sent to the user
    30s
  • Q6
    Which of the following is NOT considered an exception to the chat first initiative
    White Glove Service for Director & Above
    Bricked Devices
    User Prefers Calling
    Major Incidents
    30s
  • Q7
    Refer to the Chat Requirements Document. Which is NOT a category that will be reviewed on your chat quality assessments?
    Casual Tone
    Tone Empathy
    Greeting Contact Number
    Knowledge Acknowledgement
    30s
  • Q8
    Where can you find the queues you are assigned to?
    Bottom Right of Page
    Bottom Left of Page
    Top Left of Page
    Top Left of Page
    30s
  • Q9
    When screen sharing, you are able to take screen shots of the user's screen
    False
    True
    30s
  • Q10
    Which of the following is NOT a Best Practice for handing multiple chats?
    Let the User Wait As Long As You Need
    Gather as much Information As Possible
    Use the User's Name to Ensure You can Keep Track of the Chat
    Use Canned Responses to Respond Faster
    30s

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