Communication
The Contact Center is also referred to as Tier 1.
True.
When should the CANCEL button be used?
This option should only be used if a duplicate request was created and work has not been started on that specific request, the request was created in error, or the customer withdraws the request.
How many business days does a customer have to reopen an HCTM Request that was resolved using "Close Complete" or "Close Incomplete"?
True or False: When using response templates in ServiceNow, they cannot be modified/edited before responding to customers.
False
1) Additional Comments fields
2) Email Function
3) Resolution Notes field
ServiceNow is the back-end ticketing platform that's used for Human Capital and Talent Management (HCTM) Request management. This system is where HCTM staff will manage HCTM requests.
True.
Can an outside vendor or eligible family member open an HCTM Request?
No but they can send a request to hr-helpdesk@usaid.gov
What is the only reason to use the "Close Incomplete" option?
The customer did not respond to a request for additional information within 5 business days.
When you receive a request from your Director for a deliverable, you should:
A. Put it with other deliverables to work in the order you received it
B. Work on it when you "feel" like it
C. Prioritize it and return it ahead of its due date
D. None of the above
C. Prioritize it and return it ahead of its due date
How many groups does CPD have within LaunchPad?
3