Support - IT
What do the acronyms MFA and SSO stand for?
Multi-Factor Authentication and Single Sign-On
You're working with an agent who is having issues with Google Chrome. This method of troubleshooting that might be helpful should be advised.
Clear cache and cookies and restart the computer
Bettercloud
An agent reaches out for help with their printer and you offer to remote into their device. They accept the offer. Which platform/tool would you use to control their computer?
TeamViewer
An agent needs access to Compass apps so you have them download OneLogin. What are you setting up that allows SECURE access to apps?
A device's TeamViewer ID remains the same. The password changes with every session.
True
An agent requests a password reset after forgetting their password and security questions. Which of the following steps would you complete first?
Verify you are speaking with the correct indvidual
Email should be friendly and empathetic
When would you directly email an end-user from your Compass Gmail account to communicate ticket communication?
Almost Never
Navigation Center is...
Navigation Center is the Google of Compass. It provides guides, request forms, and FAQs.
An agent is checking that they can see the correct pages in Navigation Center. What determines what they can see?
Agent's region and Org
When dispositioning a ticket in Zendesk, when should Type be 'Question'?
A 'how to' or simple inquiry
What's the title of the article you can use to ensure you're selecting the most accurate request bucket?
Zendesk Request Buckets and Usecase scenarios
When can a ticket be solved as a 'one and done'?
When the issue is solved with one email/reply
When dispositioning a ticket in Zendesk, when should Type be 'Problem'?
3 or more of the same issue (i.e incidents in an hour)