CW Tips and Tricks
What is the wild card, used when searching for tickets?
The asterisks *
What status should you change your ticket to when beginning to work on it?
Working on Now - Client Contacted
When completing a time entry, how do you determine if work is billable or non-billable?
You don't, the billable/non-billable section auto populates depending on the Work Type chosen
When you mark yourself done, does it remove you as the ticket owner?
Nope! You have to manually remove yourself as the ticket owner
Who are the Managers of the CSE team?
Marcus and Nelson
*Cynthia is the Manager of App Hosting, but it also acceptable
Where do you change your shift hours?
In the "My Account" section
If you've reached out to an Abacus Employee for help on a ticket, but you are not escalating or asking for assistance formally within the ticket, what status should you select?
Pending Internal Response
Is Non-Ticket work entered by creating a service ticket or a charge code?
Charge code
What are the steps for completing the Escalation process within your pod?
Complete all Tasks
Escalation Standard Note
Change the ticket status (*Assign To)
Mark yourself done (and remove yourself as the ticket owner
Save and close
How many offices does Abacus have?
*can you list them?
8
*Dallas, San Francisco, Los Angeles, New York, Boston, Connecticut, Charlette, London
Where should you view your tickets in order to work them?
My List or My Calendar with My List
What is the status "Client Has Escalated" used for?
This starts the Client Escalation workflow, generally started by AM. If you have any tickets in this status it means you need to prioritize them as a P1-P2 ticket and reach out to the client to set expectations urgently.
When you are helping a client install their licensed version of Adobe on their workstation, what Work Type should you use in your time entry?
RS-Client Owned
When taking a phone call, what screen should you start on and why?
Contact screen or Companies screen
*to see if the client has any existing tickets open or if the company has any current ticket trends
What is Molly's job title?
Manager of Service Coordination
What search field can be used to look up any information in the body initial description of a ticket?
Global Search
(the one Molly hates)
What is the difference between >Resolved Resolved (silent)
>Resolved sends the client an email notification including the resolution notes and the ticket can be reopened by the client for 7 days
Resolved (silent) does not send any notification to the client, but the ticket can still be reopened by the client for 7 days
When you are helping a client with a hung Citrix session, what Work Type should you use?
RS-ABA Infrastructure
True or False
You should always email clients from the discussion tab of the ticket
True
If it's not in ConnectWise it didn't happen, make sure all client communication is captured within the ticket
When was Abacus founded?
2008
What is the maximum number of lines you can set your My List to show?
200
What does the status >Soft Close do?
Emails the client daily, over 3 consecutive days, letting them know their ticket will be closed due to no response.
How much time should be booked to Non-Ticket Work each day?
As much as is needed to accurately reflect the total hours you worked for Abacus on the bottom of your timesheet
In what order should you work your tickets, on your My List?
P1-P2
Client Responses
Oldest to Newest
Name the C level executives.
CEO - Chris Grandi
CTO - Paul Ponzeka
CFO - Jonathan Bohrer (JB) *he is now the President