1) How are new cases assigned to you? a) Bell notification in Slack & your WSAgents email b) Bell notification in the BU Dashboard & oop-notifications Slack channel c) WSAgents email & acm-support channel in Slack 2) How long do you have to respond to an Executive Escalation? a) 1 hour b) 4 hours 3) What does NCD stand for? a) New Contact Driver b) Next Contact Date c) Next Call Date 4) How long do you have to respond to a BBB Escalation? a) 1 hour b) 4 hours 5) What do you need to click on before entering the NCD? a) Add Task b) Log Call c) Schedule Event 6) What must be completed after every call? a) Feedback to the CX b) Summary in Slack c) Care Review 7) What do you click on in order to add a note about sending an email to the CX? a) Add Task b) Log Call c) Schedule Event

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