Jira
What are the required fields in creating a ticket?
Agency Name, Issue Type, Project and Summary
How many attemps should be made before you can close and tag a ticket as "No Response"?
3 ( 2 emails and 1 phone call)
What is the meaning of GROWTH in Axxess Way?
Giving Back, Relationships, Ownerships, Winning Mindset, Team Work, Hustle/Hunger
Client called and reported an issue, after replicating issue was confirmed. A ticket was created to be set for STT review but before sending it to STT what will be the next steps?
Respond to customer (copy and paste initial response) >respond to support> click on in progress> change components to Support Ticketing Triage then click on Ticket in Revie
How can the agency add a super user? (provide steps)
Admin tab> Company Set-up> Enter Signature> Support Ticketing Center >Select user
What will be the ticket component in creating an Enhancement request?
STT
How can an agency do a follow-up on their existing tickets?
-They can check their ticket via JIRA to see if there are updates available
-Leave a comment on the ticket
-Call CE
What is the meaning of SLAM?
Sell,Sell, Sell
Layered Leadership
Alignment
Managing Cost
What are the instances/call scenario where in we need to use "Testing Home Health Agency" as the agency name when creating a ticket?
Drop call , General Inquiries and Ghost call
How can a superuser submit a ticket? (provide steps)
Help tab>Help Center > Submit a ticket
Who will you select as the reporter, if the client who is calling is not on the reporter's list?
Admin or Super User
Among the 3 pending client feedback responses, which among the responses are you going to send to the client if they were unable to respond after several attempts was made (including phone call)?
Scenario # 3
When and where is the next Agile Conference for 2024?
April 21-24 at Irving Convention Center in Dallas, TX
Does the agency have a capability to close their own ticket using Jira?
No, but what they can do is leave a comment on the ticket or call us to inform that the issue is resolved.
Provide the ways/route to access the the Help Center.
Inside the solution > Help > Help Center
Axxess Website> Resources >Help Center
How often are you going to send a follow-up response if the ticket is Under Product Review?
Once a week
How can you search/check for an existing ticket number if a caller dont have it handy?
From JIRA > Projects > Support Ticket Center > Customer > Type in Agency name or user email address
When is the deadline for completion for Palliative Certification?
Before Dec 31,2023
How will the client know that there's an update (additional info. is needed) on their ticket?
Through email notification or a CE rep. will reach out directly via phone call
What are the available channels for our clients to access for self education?
JIRA, Help Center, USer Community and Youtube
How will you convert an existing ticket to an enhancement request?
Change status to in progress> click on "More"tab> then Move
Issue type: Enhancement > click on "Next" twice > Move > Send for review> fill out the required fields > Change component to STT and Send for Review
Who is the President/CEO of Axxess?
John Olajide
Client called in for a ticket that has been assigned to an Engineer and wants to speak to a manager, how will you response? What will be the proper call flow process?
De-escalate the call. Show empathy and apologize for the delay. Inform the client that the request is currently being worked on and we will update then make a follow-up at the same time
Where can the client find the new software updates?
Help>Recent Software Updates