Acronym- hatefulness
What is the acronym for Monthly Reoccurring Revenue?
MRR
A typical contract term of service is 12, 24 or 36 month term
36 Months
This is created when we need to send an engineer onsite:
Work Order
If a request has an SLA of 48 hours,- what end user service is the client subscribed to?
End user- Gold
When engaging the Escalations Team- you must open the request under the client's account in Serice Now under cases.
A, Don't bet on it
B. Indications say Yes
The answer is A. it's in the Service Portal
A CBE works with this group to create a scope of work for new clients or new technical services.
What is the SA's: Solutions Architects
Where can you find the invoice email address in a client's account?
Corporate Headquarters
Field nations is a company made up of a group of engineers who are:
Independent contractors
A P1 has an SLA for response in how many minutes?
15
End User services can be found in portal under Actions.
A. The stars say no
B. Can't say now
C. Looks like Yes
The answer is C- under Actions
What does CPE stand for?
Customer Prem Equipment
In what view would you be able to see the QIP information for a client?
Finance View
Thrive's call center or Service Center employees dozens of employees and is operates 24 X 7. Where is this located?
The beautiful state of Maine!
On Hold Awaiting Caller emails this many reminders for the case resolves?
3
Advanced Patching is a SKU sold to clients to update their Microsoft products.
A. Focus and ask again
B. Indications say Yes
C. The stars say no
3rd party applications
With in Service Delivery SLA's- what does TTA stand for?
Time to acknowledge
If a case status is this - it cannot be reopened.
Closed
Centralized services is comprised of multiple business units- they are: Escalation Management, Networking, Service Center, Extended Support and_____________
Event management
An engineer will put the case in this status if they are moving it to a more experienced engineer
Awaiting Escalation
If a client only needs their email password to log into the portal this is called local log in:
a. Chances aren't good
b. The stars say yes
c. Can't say now
a. Chances aren't good- It's SSO
What does EBMS stand for?
Equipment Based Managed Services
When submitting PTO- you must first add the request where in Snow?
My calendar or resource calendar
What is the average time for speed to answer for all P1- P3's
30 seconds
A case can be visible in the portal but the client doesn't want to receive an emails for updates to the case- What type of visibility category is this called?
Suppress Notifications
If a client has a request from the desk, and this is a billable charge because it's out of scope- this can be found in the portal under the invoice section.
a. No doubt about it
b Focus and ask again.
c. Chances are not good
C. no- they are found in the orders section.