CUA knowledge training/assesment

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CUA Knowledge Assessment Quiz

Welcome to the CUA Knowledge Training Assessment! This quiz is designed to test your understanding and knowledge of various processes and procedures related to CUA operations. By participating, you can identify your strengths and areas for improvement.

11 questions covering key topics
Multiple choice and open-ended formats
Immediate feedback on your answers

11 Questions3 MinutesCreated by LearningAgent231

Which CAP qeueu has to be assigned to Szczecin SnR Retention Russian agent?

OLSRV.ALOS.EU.00.RU.ARV.SZC.SV.T01.SPT.SD.PI

OLSRV.ALOS.EU.00.CS.ARV.SZC.SV.T01.SPT.SD.PI

ADSPT.ACST.EU.00.RU.ARV.MUE.AM.T01.SPT.00.PI

ADSER.SBSS.EU.00.DE.ARV.MUE.UA.T01.QKL.00.EM

Which would be correct Consumer CAP Template for Sales and Retention agents ?

Sales-Retention ARS_SZC – T1 Phone

SnR Retention ARV SZC

CPC - All Queues - ARV SZC [CMAT-S]

CPC - All Queues - ARV MUE

If you receive request to add CRM tool for GCPM agent in CORE, in which field it should be added?

SalesReport

Trunstile

MSSolve

Digital river

How to provide access to LightHouse (Reports) ?

Add VRP_Arvato_Read SSG to user ITA-EP profile

Add LightHouse_Arvato_Read SSG to user ITA-EP profile

Send request to VISOPS

Users get access automatically with their Smar Cards

How to solve the isse if user is receiving following error? (multiple answers)

Reset password, remove and add back user skills, remove and add back user to Live monitoring group;

Check Agent Login – SIP Cluster

Ask agent to open both Genesys website and Softphone at the same time and then try to login

Involve Local IT: Maybe that Soft phone is not getting registered or networking issue

How to solve correctly Klara password reset request?

CUA agents cannot reset Klara password, users are loging in automatically with their domain account;

Find users profile in Klara tool and click on Send me a new password;

Escalate to Local IT Team;

Agents has to user selfreset password option;

Which is correct format for SIP cluster/Employee ID in IQR tool for Szczecin SnR Team?

Arv_szc_alias@onecloud.com

V-alias@microsoft.com

Maj_szc_20u8s2e001@onecloud.com

Arv_szc_v-alias@onecloud.com

How to grant access to Partners Center https://partnerdirectory.microsoft.com/en-us/solution-providers/search?

Send request to VISOPS;

Users has acccess automatically with their Smart Cards;

Add SSG group in ITA-EP profile ArvatoMGOSite_Consumer_PartnersAccess;

Send request to MSFT SDM;

How to grant access to Virtual machine (VDI or VMAS) for Sales and Retention agents?

User getting access atuomatically with OneTenant accounts;

Select SSG group in ITA-EP profile ArvatoMGOsite_ConsumerVDI_PartnersAccess

This has to be done by Local IT;

Request Visops to add users to security group;

CUA knowledge training/assesment

CUA Knowledge Assessment Quiz

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