Contact Workspace
Which tab provides a history of all the client's interactions (including which HR team and which channel)?
Incidents
The list of all activity on an incident, including the original question, agent responses and updates, customer updates, records of conversations, and internal notes about the incident (which are not visible to customers______________.
The incident thread
The top left menu icon that displays the navigation menu is called the ___________.
Hamburger
Which icon do you select to search for content in the knowledge base?
Magnifying glass
Which tab do you click on to see a list of actions (i.e. a change was made and by who) that were taken on the contact record?
Audit Log
The incident record will close immediately if this option is selected.
Save & Close
This is what agents will select to retrieve incidents (tickets) assigned to them or to queues they have access to.
My Inbox ATT
To use the Recommended Answers feature, agents must select a topic and enter key words in the subject line and then click this icon
lightbulb
It is a requirement to verify ___________ if you are providing personal information about the employee.
last 4 of the SSN
How many levels can the topic drill down to?
4
Which icon do you select to see a list of the most recent contacts and incidents you accessed?
The star icon
Which icon do you select to change the search options for finding an incident?
3 vertical dots
Name one of the options you can use to verify the relationship of a caller to the employee (such as GTR, supervisor, etc.).
WEBPHONE or the Contact Tab (Cenet data)
Which tab do you click on to see which queue or individual the incident is assigned to?
Details
Which 2 tabs do you select to create a child incident?
Child Incidents and Add New
Under the Details Tab, which button do you select to assign an incident to Tier 2 or Tier 1.5 based on topic?
Escalate
Name one of the reasons why you would need to create a child incident.
Which field is used to indicate that you received assistance from Tier 1.5, Tier 2, Trainer, Supervisor or Q cluster to answer the inquiry?
Consultation
Which tab/icon do you choose to enter a description of the caller's issue and the steps you took to resolve it?
New Note
If you are manually assigning an incident to a queue, please use the ____________ options. Do not click on Reassign or Escalate because that will override the manual selection and apply business rules based on the topic selected.
Save or Save & Close options