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Question Text Mr. Johnson calls in requesting information on Price Plans. He is not a Rogers customer, what should you do next? Select one (1) choice and click Submit. Which of the following ways can you search for interactions? Select three (3) choices and click Submit. Which of the following are benefits of the Rogers 1 Touchtone IVR? Select three (3) choices and click Submit.

Answer Result Correct Incorrect Correct

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Brenda just got married and is calling to change the billing name on her account from her maiden name to her married name. What should you do? Select one (1) Correct choice and click Submit. Andrew Mallet would like to open an account, when you search ICM you see he is listed as an Authorized contact on his wifes account. Before you can open his Correct account you would create a new contact for Mr Mallet in ICM. True or False? Select one (1) choice and click Submit. Before an interaction can be saved, at least one topic must be selected. Select one (1) choice and click Submit. Mr Jacobs wife frequently calls in to us to make inquiries or changes on his wireless account on his behalf. As his spouse, what types of changes or inquiries is Mrs Jacob allowed to make to her husbands account? Select three (3) choices and click Submit. Correct

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The customers price plan located on which tab in V21? Select one (1) choice and Incorrect click Submit. Which tab in ICM would you use to add a contact for an existing Account Holder? Select one (1) choice and click Submit. Keiko would like to add her roomate to her account, however she only wants them to have access to pay the bill, and speak to technical support in the event there is an issue. What authorization role would you assign when you create the contact for Keikos roomate? Select one (1) choice and click Submit. Correct

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10

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11

What section of the General Call Handling Call Flow is illustrated by this scenario : Mrs. Schmidt calls in to say that there is a problem with her bill. While speaking Correct with her, you check for any open cases or alerts on this issue. Select one (1) choice and click Submit. Which one of the following cannot be launched via the ICM Launch Pad? Select one (1) choice and click Submit. Changes to the User Name field in V21 take effect immediately; when will the name display be updated? Select one (1) choice and click Submit. When changing the billing address for an Authorized Account Holder, you must also change all user addresses. Select one (1) choice and click Submit. Which of the below are steps in the General Call Handling Call Flow? Select all that apply and click Submit. Mr. William McIntyre has contacted Rogers to make a payment. After taking his payment, what service alternatives can you offer him? Select three (3) choices and click Submit. True or False: If an account holder with a PIN has three authorized contacts on the account, each contact will set up their own individual PIN the next time they contact Customer Care. Select one (1) choice and click Submit. Which of the following is NOT a reason the Rogers 1 Touchtone IVR would automatically route a customer to a representative? Select one (1) choice and click Submit. Incorrect Incorrect Correct Correct

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16

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Which of the following are tasks that must be completed before an interaction can Correct

be closed? Select three (3) choices and click Submit. 20 What systems tasks do you need to complete to change a customers mailing address? Select one (1) choice and click Submit. Correct 1.00

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When a call comes in, Tom knows that its his responsibility to act on any opportunities that will allow him to enhance his customers experience. Tom feels good when he can offer additional assistance and the customer feels valued. Incorrect Which section of the General Call Handling Call Flow does this represent? Select one (1) choice and click Submit. Which of the below options can a customer complete on rogers.com? Select three Correct (3) choices and click Submit. Which of the following is a reason why you would access your KMT? Select one (1) choice and click Submit. What happens when you click on the Wireless Rogers Product Line in IQ? Select one (1) choice and click Submit. A contact is allowed a maximum of three attempts at PIN authentication, after the third attempt has failed, what is your next step? Select one (1) choice and click Submit. Incorrect Correct

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25

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