Question

Entering a note into the Final Call Summary field on the Wrap-Up screen is mandatory

True
False

Answer 1

The statement given "Entering a note into the Final Call Summary field on the Wrap-Up screen is mandatory" is false because entering a note into the Final Call Summary field on the Wrap-Up screen is not mandatory; it depends on company policies or individual preferences for call documentation. Option B is the answer.

Step-by-step explanation:

Entering a note into the Final Call Summary field on the Wrap-Up screen is not mandatory. The Final Call Summary is a space where agents or customer service representatives can provide additional details or context related to the call. While it is encouraged for documenting important information or insights from the call, it is not a mandatory field that must be filled out before concluding a call.

The decision to enter information into the Final Call Summary field depends on the company's policies or individual preferences for record-keeping and customer service documentation. Agents may use this field as needed, but its completion is not universally obligatory.

Option B is the answer.