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- 1. Multiple Choice
Ruby wants to cancel the account but would like to retrieve all call recordings and fax messages. The agent provided a walk-through online on how to retrieve all call recordings and fax messages. The agent provided a walk-through online on how to retrieve the call recordings and fax messages. The call was then transferred to Retention. (Select the appropriate disposition)
Customer Support>Faxing>I need help with inbound faxing>I am missing or lost a fax
Internal WorkFlow > Transfer > Saves-Cancellation of
Service
Faxing > Inbound Fax
Billing > Other Billing Related Concern
- 2. Multiple Choice
Franco complained about not receiving calls. Before the agent could verify the account, Franco informed the agent that he figured out what the issue was and resolved it. (Select the appropriate disposition)
Call Forwarding > Agent Changed Number of Rings/Timing/Sequence
Internal Work Flow > Fraud > Verification Required
Internal Workflow>queue related>self resolved
Changing Settings of Expectations/Users > Activating Extension > Disabled Extension
- 3. Multiple Choice
Natalia wants to add a local number but could not verify the account. She also failed to provide the first 6 and last 4 of the CC number. She decided to call us back to get the CC details from her manager.
Billing > Other Billing Related Concerns
Internal Work Flow > Fraud > Verification Required
Internal Work Flow > Transfer Call > Sales-Upgrade her Account
Phone Number Request > Add/Delete/Change Number/Number Type
- 4. Multiple Choice
Granger thanked the agent for helping him change the phone number. He is now excited to add more numbers on the account, and requested to transfer the call to Sales to check for discounts. The agent transferred the call to Clint's Account Manager.
Internal Workflow > Implementations > Setup/Configuration
Internal Work Flow > Transfer Call > Sales-Upgrade her Account
Phone Number Request > Add/Delete/Change Number/Number Type
Billing > Other Billing Related Concerns
- 5. Multiple Choice
The call disconnected after Freya provided her call forwarding issue. The agent followed our 1-3-5 open case process but all attempts to reach the customer were unsuccessful.
Internal Workflow>queue related>self resolved
Call Forwarding > Agent Changed Number of Rings/Timing Sequence
Changing Settings of Extensions/User > Activating Extension > Disabled Extension
Internal Work Flow > Fraud > Verification Required
- 6. Multiple Choice
Clint like all calls to be automatically recorded. The agent provided steps about how to enable Automatic Call Recording Online but realized that the option is unavailable. The agent informed the customer to upgrade the account from Pro to Premium, and transferred the calls to Sales
Internal Workflow > Transfer > Sales > STS
Changing Settings of Extensions/User > Activating Extension > Disabled Extension
IVR >configuring the IVR
Billing > Other Related Concern
- 7. Multiple Choice
Claude could not dial-out from the RC Desktop Application. The agent had Claude uninstall and reinstall the application before realizing that the account does not have a Digital Line. The call was transferred to Sales after Claude agreed to upgrade the account.
Internal Workflow > Transfer > Sales > STS
Changing Settings of Extensions/User > Activating Extension > Disabled Extension
Billing > Other Related Concern
Ringcentral apps - configuring the app
- 8. Multiple Choice
Lilia from Sales conference a call with Tech Support after signing up a customer for a new account. She needs help with customizing the Company Greeting. While Clint from TSR provided steps, Lilia relayed the information to the customer.
Internal Work Flow > ACD Related > Transferred Call > Sales-Others
greetings >upload a customer auto-recording > record via location
Internal Work Flow > Implementations > Consultation
Internal Work Flow > ACD Related > Transferred Call > Tier 1 Support
- 9. Multiple Choice
Miya from Sales wants to know how to create an Advanced Rule for the holidays, Karina from TSR walked her through on how she can configure the Call Handling Rules online. Miya thanked Karina and informed her that she will call the customer back to provide the steps.
Mac (Move Add Change) Work
Configuration / Work Flow - User Settings > Call handling and Forwarding > Advanced Call Han
Internal Work Flow > ACD Related > Transferred Call > Tier 1 Support
consultation > sales agent
- 10. Multiple Choice
Which of the following cases is a Level 3 Zero Tolerance Policy wherein the first offense will merit Termination as a Disciplinary Action.
Failure to create a case where creation of case is required (for non-surveyable interactions)
Non-documentation/Late documentation of a surveyable case
Inaccurate or incomplete documentation about changes made on the account, troubleshooting
Creating a duplicate case when an open case exists for the same issue
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