Casework Skills Test Question 2 – Identifying an urgent travel reimbursement request
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Difficulty: Medium
Background
A customer has asked for a travel reimbursement before an upcoming journey. You are checking whether the request has been placed in the correct queue.
Information provided
Urgent request guidance
A reimbursement request qualifies for urgent review where the journey is within five calendar days and proof of booking is attached. Urgent requests are normally reviewed within two working days.
Application record
The request was submitted on Monday 11 March. The journey is booked for 7:00am on Friday 15 March. A booking confirmation is attached.
Queue information
The case is in the standard queue. The urgent-review flag is blank. The standard queue is currently taking about four working days.
Customer message
I need the reimbursement before I travel on Friday. Please let me know if you need anything else from me.
Classify the statements
For every statement, choose Definitely True, Probably True, Cannot Say, Probably False or Definitely False.
Statement 1
The request meets the stated conditions for urgent review.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 2
If the case remains in the standard queue, it will probably be decided before the customer travels.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 3
The customer paid for the journey by debit card.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 4
The urgent-review flag has already been applied to the case.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Click to reveal the answers
| Statement | Correct classification |
|---|---|
| Statement 1 | Definitely True |
| Statement 2 | Probably False |
| Statement 3 | Cannot Say |
| Statement 4 | Definitely False |
Members can unlock the evidence breakdown for all four statements, including why each classification fits and how to avoid unsupported assumptions.
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