QA Knowledge Quiz – Version 1

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QA Knowledge Quiz – Version 1


Froggy Jumps QA Knowledge Quiz – Version 1Versión en línea QA Knowledge Quiz por 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

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QA Knowledge Quiz – Version 1

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QA Knowledge Quiz – Version 1Versión en línea

por 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.