CASE STATES & SLA
KANA CASES
KANA
PRINCESS ZACH DUMBFACE
100
When a case is first created, it will be in this case state
What is New
100
These two departments will make KANA cases.
What is tier 1 and tier 2
100
What does KANA stand for?
What is nothing!
100
True or False: Zach has hair.
What is False (It's a toupee)
200
This case state is where you'll do your research.
What is "Research in Progress"
200
Clients are told to expect resolution within this SLA...
What is 3-5 business days.
200
Which team creates/destroys KANA articles?
What is the KPM
200
This type of pants rhymes with RAC's.
What is SLACKS.
300
When a case is "New" you have this amount of time to change to "Research in Progress"
What is 24 Hours
300
If you need a reminder, you can create one of these...
What is client callback
300
When you login to KANA for the day, you must first do this...
What is go available
300
You can take your ideas for KANA and shove them up this location...
What is The Idea Center.
400
This is the state you'll put your case in if the client accepts your resolution.
What is Resolved
400
If you can't find a client in "Search Cases" you can use this Link as an alternative
What is Identify Client/Customer
400
When leaving for a tea break, you should set yourself as this status...
What is Not Available
400
Zach was eating this type of snack yesterday in class.
What are sunflower seeds and Tootsie Rolls.
500
This 'thing' is 7 digits long.
What is a KANA case Number
500
Before closing out a contact or callback, you must first complete this process...
What is wrapup (or exiting the client profile).
500
True or False: When a call comes into KANA, KANA will automatically search for the client's case.
What is False
500
The answer: Weird and Confusing
Who is Zach?
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