Policy and Procedure
What is the first thing you must do when you get to the building for the start of your shift?
Wellness Check
Which alert should be sent if a tester is wearing headphones?
Test Aids
What is an alternative we can use instead of telling a candidate "No problem"?
You're welcome, and good luck on your exam!
My pleasure, have a great rest of your day!
Where can you find the S2K SOP?
Salesforce, search for S2K SOP, under files.
What is the largest planet in our solar system?
Jupiter
What is the call out number?
602-889-5444
What areas must be shown during a room PAN?
The whole room, ceiling, floor, workspace, walls, underneath the workspace.
What should be the average time spent on a live chat?
15 minutes
If a tester rescheduled their exam due to having COVID symptoms, within 72 hours, which action should you take?
Collect NMI information to refund the reschedule fee as the tester rescheduled the exam on their own. The test sponsor is waiving all fees for COVID reasons.
Which Marvel movie was released first?
Iron Man
What two things should be done first when you arrive at your desk at the start of your shift?
Log into Omni Channel and clock into Humanity.
What alert would you send if a TT is wearing a watch and glasses when they start their exam?
Trick question, you would escalate for environment to have the watch removed and the glasses verified.
What is the goal for average speed of answer?
30 seconds
in order to switch a Candidate to an ET test, how much time in advance must it be requested?
In order to modify a registration and add extended time to an exam, we would need at least one week’s notice to process the request.
How many feet long was the titanic?
883
When leaving for your shift, what must you confirm before you leave?
If you are logged out of queue.
How many sessions can be proctored at once?
15
What is the maximum hold expectation during a chat?
3 minutes
If someone missed their exam due to medical reasons for a close family member, what action would you take?
We would request documentation from the tester and the case would need to be sent to tier 2 for verification.
How large is the Amazon rainforest?
2.3 million sq miles
In what situation are you allowed to use your cell phone/smart watch at your desk?
There is not a situation where you should be using your cellphone/smart watch at your desk.
What is the difference between a Google Cloud Launch and a ServiceNow Launch?
Google cloud launch can use any camera requires reflective surface, ServiceNow requires external camera.
What is the difference between sympathy, and empathy?
Sympathy is being sorry, empathy is understanding.
How would we resend a certification to a candidate.
Certs can be resent from the test taker's account on the certification status tab. Locate the cert, and the first passed exam, and resend. Only active certs should be sent, not expired.
How many pets are adopted each year from shelters?
Approximately 3.2 million pets.