Job knowledge test
Customer service scenario test
Judgement in realistic support situations: what to do first, what to escalate, what to promise.
- Time to complete
- About 15 minutes
- Test family
- Job knowledge
- Included in
- All plans
What a candidate actually does
- Choose and justify the first action when a customer asks for a refund outside policy
- Decide which of four tickets to handle first and say why
How it is scored
Situational judgement scoring, where each option carries a weight set by experienced support staff rather than being simply right or wrong.
Roles it suits
- Customer support
- Front desk
- Retail supervisor
- Patient coordinator
What it will not tell you
Answer keys encode one company's policy. The weights need reviewing against your own escalation rules before use.
Every test has a boundary like this. A test used outside it stops predicting anything, which is the usual reason a hiring team loses faith in testing altogether.