Knowledge Bowl 11/13/2015

1.

10 points

Multiple Choice: Which of the following is not a "Mail Type" option to select on an Additional Equipment work order?

Ground

2 Day

Boat

Overnight

2.

10 points

True or False: Any requests for alternate shipping addresses and expedited shipping must not only be submitted on work orders but must also be notated in tickets.

True

False

3.

10 points

Multiple Choice: Within how many business days must a customer notify Protect America of their intent to cancel a signed Renewal offer?

7

30

3

14

4.

10 points

Multiple Choice: Which team should be notified via ticket notes that a customer is requesting to cancel a signed Renewal offer?

Care Operations-Chat

Installations

Account Services

Quality Assurance

5.

10 points

True or False: It is not necessary for a team member to notate a Renewal ticket and reassign it back to Care Operations-Chat when a customer is requesting to cancel a Renewal offer.

True

False

6.

10 points

Multiple Choice: Which of the following must be completed when Care Operations-Chat is notified of a request to cancel a signed Renewal?

Care Operations-Chat must void the Renewal document

Care Operations-Chat must cancel the pending work order

Care Operations-Chat must properly record the event (request to cancel Renewal)

All of the above must be completed

7.

10 points

True or False: Once equipment issues/malfunctions are discovered, team members should always make no attempt to properly troubleshoot, only to immediately replace the equipment free of charge.

True

False

8.

10 points

Multiple Choice: What is the name of the process that should be used when a customer wants to renew for a 3 year agreement with Protect America and poses no threat to cancel?

Rate Change Addendum Requests

Customer Privacy Policy

Renewal Process for Non-Threats to Cancel

Cancellation and Return Policy

9.

10 points

Multiple Choice: An Additional Equipment work order can be found in which of the following computer programs?

Protect America Forms

CMS Site Control

Ticket System

EDUI

10.

10 points

Multiple Choice: Which of the following must be selected on a Additional Equipment work order if the customer is requesting for equipment to be shipped to an alternate address?

Address should match Billing Address

Address not valid

Address different from GP/Not in GP

Address same as GP