S
This term in ServiceNow is similar to "Issue Type" in Zendesk
What is Category and/or Subcategory?
Name all Statuses you could be in during the work day.
Available, Break, Meal, Training, Meeting, Technical Difficulties, Offline
Cases will live in different ___ which is determined by specific criteria.
What are lists?
Closing a Child Case/Task will automatically close the Parent Case also. (True or False)
False, you will separately need to close the Parent Case.
What is the importance of Child Cases/Tasks?
This will allow the escalated department to work on providing the answer to us and keep our original correspondence all within the Parent Case.
Name all States that a Case could have
New, Open, Awaiting Info, Resolved, Closed
When is CX scheduled to initiate the switch to ServiceNow?
Starting 5/27/25 through 6/8/25 (subject to change) per Brandon Miller's email
After escalating a Live Stat inquiry in #gameops-cx, you can leave a ___ ___ with the Slack link in the case to refer back to showing up as yellow?
What is Work Note?
"Closed" Cases will appear back as "Open" if the customer writes back in. (True or False)
False, only "Resolved" Cases will appear back as "Open" if the player writes back in.
You can filter amongst different categories by doing the following
Clicking on the 3 dots next to the Category name
How can you preview information on a case before heading into it?
There will be an "i" icon in the far left column that you can click.
Name all Action Statuses a Case could be in
1. Blocked by Customer
2. Blocked Internally
3. Blocked Internally and by Customer
4. Needs Attention
After __ hours of being "Resolved", a Case will then automatically switch to "Closed"
Work Statuses will only need to be adjusted on ServiceNow throughout the day (True or False)
True, ServiceNow will be integrated with Assembled so your statuses will mirror on both platforms.
Why would you run into a Case that is "Blocked Internally"?
A Child Case/Task is open and being worked on.
For new cases, you will see the option to "Accept." For cases already assigned to you, the option will appear as "Open." (True or False)
True, after setting yourself to available, these will be the instances in which cases are offered.
Which is the only department that we will have to reassign the entire Case to when escalating?
Game Integrity
This tab located on the top will help trace your steps on Cases worked throughout the work shift.
What is the History Tab?
In ServiceNow, a ___ ____ is similar to what the Subject of a Zendesk Ticket would be.
What is Short Description?
What is the difference between a Template and an Email Template?
Template: Used to assign Cases to other teams
Email Template: Pre-written messages (similar to Macros in Zendesk)