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CCCTC Quiz Flashcards | StudBud
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CCCTC Quiz
CCCTC Quiz
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Questions
26
Answers
1
What goes in the 'Requester' part of Zendesk?
College
Students Email
Students Name
Students Phone number
2
We can help a student see if ENG-300 is offered at Los Angeles Trade Tech.
False
True
3
What email address should we request screenshots be sent to, in the event that we are not able to resolve the issue?
[email protected]
[email protected]
[email protected]
[email protected]
4
The student is considered verified if they answer 2 previous application questions.
False
True
5
Safari is the best browser to use for OpenCCC.
True
False
6
You can release the student's username before verifying the account.
False
True
7
Which does not expire? Self Recovery Password Reset Link or Admin Reset Password?
admin reset
Self recovery link
8
How many schools are in our System?
112
150
116
3
9
What do we do if the student cannot answer the verifying information
and
cannot answer prior app questions?
Advise to create a new openccc account.
Escalate the issue
Advise student to call admissions
10
What status do you select when escalating to Support9?
Open
Solved
Pending
New
11
What is the phone number for FAFSA?
1-800-456-7890
1-877-433-3243
1-800-COLLECT (Save a buck or two or three)
1-800-433-3243
12
What category (in ticketing) would we choose if the student needs assistance with their application?
CCCAPPLY/Application Questions
Account Creation to Application
13
Can we help a Pasadena student with their financial aid?
No
Yes
14
What should we do if a student does not have access to the email on file, after account recovery?
Advise they update their contact information on the account and assist.
Nothing. They got in.
Pitch the Survey
Thank them for calling.
15
I am confident with this client and I have no questions about anything we have covered so far.
False
True
16
What format should we use when typing in our ticket details?
We should use full and complete sentences.
Sentences, but abbreviations are fine.
List Format.
It doesn't matter, as long as you document your call well.
17
What KB Article can we find the information about disabled students?
000011245
000011685
000012456
000011343
18
What are the pieces of information we need to gather in the beginning of a call and in what order?
Caller Name, College, Birthdate, Email, Contact Number
Caller Name, Email, Contact Number, College
Caller Name, Contact Number, Email, College
19
The student's phone provider is Spectrum, yet it isn't on the list. What should we do?
(I can't think of another option. Don't choose this one. It's wrong. )
Advise that we do not support the carrier. Escalate.
Hang up. Aint nobody got time for that.
Google search to see what carrier Spectrum is attached to, advise.
20
What is the time frame for escalation response?
1 Business Day
24 Hours
7-10 Business Days
3-5 Business Days
21
Where can you find the phone number for any Admissions Office that we support?
Salesforce
cccapply.org
admin.openccc.net
Zendesk
22
For CCCTC, what system do we use to create our ticket?
Opencccapply
Salesforce
Zendesk
23
Which KB do you use to locate our Scope of Support?
Master KB
Call Script
Quick Reference
Application Assistance
24
Is every CCCTC school able to submit BOGF Applications via CCCApply?
Yes
No
25
Parent calls in for the student, we can proceed with the call if they have the student's information.
False
True
26
What do we advise a student using a YMail account?
We advise that they can call the school for a paper application
Ymail accounts are the best email accounts.
We advise them nothing. They can figure it out.
We advise that they will need to create an email at a permanent domain.
