1) What ticket status should be selected for a CSAT escalation?  a) Open b) Solved c) Customer Reply d) Pending 2) In specific verification process issues, the agent should:  a) Transfer to CSAT b) Escalate to CSAT c) Transfer to Sup d) Transfer to QA 3) In Terms of Use, refunds are guaranteed if the customer calls within 24 hours.  a) True b) False 4) How old is FF?  a) 15 years old  b) 10 years old c) 9 years old d) 5 years old

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