QA Knowledge Quiz – Version 1

Froggy Jumps

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QA Knowledge Quiz

Créé par

Joy Johnson

United States

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QA Knowledge Quiz – Version 1


Froggy Jumps QA Knowledge Quiz – Version 1Version en ligne QA Knowledge Quiz par Joy Johnson 1 Which of the following is needed to achieve full points for proper phone greeting and customer verification process? a Greeting + Agent introduction + FERPA Verification b Greeting + Agent introduction + Verification of student's & school name c Greeting + Agent introduction + How can I help you? 2 Personalizing a call means: a Using the caller's name twice after gathering it initially b Using the caller's name when closing the call only c Using the caller's name once its gathered 3 An empathy statement should NOT be used: a To demonstrate understanding of the issue b On all calls c To demonstrate understanding of the customer’s frustration 4 Professionalism is NOT: a Respectful communication b NOT talk c Calm voice 5 Appropriate investigation includes: a Resolving the issue without asking questions if its a common issue b Guessing what the issue is c Probing effectively to gather necessary information 6 Resolution is demonstrated when an agent: a Completes all needed troubleshooting or provides accurate next steps b Tells the caller to check online resources themselves c Transfers the call immediately 7 When should the agent mention the customer survey? a Only if the customer asks b Never c As part of the standard closing 8 The Subject line should contain: a A short, meaningful summary of the issue b A full troubleshooting transcript c 1-3 words describing the caller's issue 9 Identification documentation must: a Contain random information b Include required verification details c Be omitted if the customer sounds trustworthy 10 Proper Description documentation includes: a Bullet points with no context b A clear, detailed account of the issue and steps taken c Personal opinions 11 Case comments should be: a Tell a story of what was only said to the caller b Chronological c Give details of the issue and steps taken 12 Agents should select a Knowledge‑Based Article when: a They want to shorten documentation time b The article directly supports the troubleshooting performed c The article title looks interesting 13 Recording computer details is required when: a The device is brand new b on all tech calls c When the issue is with hardware only 14 LC calls for 2 students. First needs a laptop replaced and cant get access to OLS, the second needs a material status update. How many cases do you create? a 1 b 2 c 3 15 Which are NOT required to be completed before escalating a case: a CST b Change Case status to In Process c Complete resolution notes 16 Spelling and grammar must be correct to ensure: a Clarity and professionalism b Creative documentation c Faster typing 17 17. Customer abuse by the agent is a mark down from professionalism NOT an Autofail. a True b False c True 18 18. Replacing laptop without troubleshooting is NOT an Autofail. a False b c True 19 19. Failure to verify the student's school name is considered a FERPA Autofail. a False b True c False 20 20. Failure to properly create a case can result in Autofail. a False b True c False

Vous pouvez intégrer le jeu dans un LMS compatible avec LTI 1.1 ou LTI 1.3 comme Canvas, Moodle ou Blackboard. Les scores seront ainsi automatiquement enregistrés dans le carnet de notes de la plateforme.

QA Knowledge Quiz – Version 1

Froggy Jumps

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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QA Knowledge Quiz – Version 1Version en ligne

par Joy Johnson

Which of the following is needed to achieve full points for proper phone greeting and customer verification process?

Personalizing a call means:

An empathy statement should NOT be used:

Professionalism is NOT:

Appropriate investigation includes:

Resolution is demonstrated when an agent:

When should the agent mention the customer survey?

The Subject line should contain:

Identification documentation must:

Proper Description documentation includes:

Case comments should be:

Agents should select a Knowledge‑Based Article when:

Recording computer details is required when:

LC calls for 2 students. First needs a laptop replaced and cant get access to OLS, the second needs a material status update. How many cases do you create?

Which are NOT required to be completed before escalating a case:

Spelling and grammar must be correct to ensure:

17. Customer abuse by the agent is a mark down from professionalism NOT an Autofail.

18. Replacing laptop without troubleshooting is NOT an Autofail.

19. Failure to verify the student's school name is considered a FERPA Autofail.

20. Failure to properly create a case can result in Autofail.