Coded and Past Due Orders Assessment

1.

1 point

When a status 70 order is non-coded, you don’t have to work that order.

True

False

2.

1 point

When you finish working an order that is status 80, you will change the status to:

Status 10

Status 90

Status B0

Status 70

3.

1 point

An order is in status 10 because:

We are waiting for the technician’s note.

The telephone number is missing.

The address needs to be changed.

The department has not completed the win-back.

4.

1 point

Which of the following tools will you use to retrieve coded and past due orders?

KANA

DigiteK

Blueprint

5.

1 point

The code associated with status 70 indicates the reason why an installation was not completed.

True

False

6.

1 point

In which of the following tools will you find the notes entered by the technician?

BCRIS

FWFM

OrderMax

DigiTEK

7.

1 point

When is an order complete?

When the order is in status BO

When the order is in status 90

When the technician completes the installation.

When the order is in status 90

8.

1 point

When is BCRIS generally populated by the front-line agent?

When they enter an order in OrderMAX

When they manually enter orders in FWFM

Whn they receive a KANA request

When they are contacted by a technician

9.

1 point

What does status 70 indicate?

The order is ready for installation.

The order is complete

The order has to be transferred to a specialized queue.

The order is in suspend.

10.

1 point

An S code associated with a status 70 order indicates:

Lack of facilities

A credit-related issue

A missed appointment

An order that is in suspend

11.

1 point

For billing address changes requested by a customer, your research process should include verifying whether the customer is on One Bill.

True

False

12.

1 point

What should you do when you modify SmartTouch services for a status 10 order?

Allow the system to change the status automatically

Change the status back to 10 after the modification

Change the status to 70

Transfer the call to a specialty queue

13.

1 point

Which tool will you use to cancel an installation charge for Bell TV Bill to Bell service that has been cancelled by the customer?

OrderMAx

BCRIS

ARICS

CSG

14.

1 point

Which process flow order is correct?

acquire task, research task, document task, determine solution, complete task

research account, determine solution, acquire task, complete task, document and close task

acquire task, research task, determine solution, complete task, document and close task

acquire task, complete task, document task, document solution, close task