Multiple choice technology testing

Case in ICM is created by CSR i.) When there is some issue with customers request ii.) When the customer have any issues with his/her service iii.) When the customer request has to worked on by another department iv.) When the customer request cannot be completed during the interaction

  1. (i), (ii) and (iii)

  2. (i), (ii) and (iv)

  3. (i), (iii) and (iv)

  4. (i), (ii), (iii) and (iv)
Reveal answer Fill a bubble to check yourself
D Correct answer
Explanation

Cases in ICM are created for all four scenarios: customer request issues, service problems, work required by other departments, and incomplete requests during interaction. These represent the complete set of circumstances where formal case creation and tracking is necessary for proper resolution and follow-up.

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