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What would the status be on a call when we confirm a resolution with the caller?
Closed
Where do we document information when a caller is calling about an existing ticket?
Work log
How can task manager be accessed?
Right-click taskbar > Start Task Manager, and Right-click the "Start" button > Start Task Manager
CTRL + ALT + DELETE > Start Task Manager
Right-click taskbar > Start Task Manager
DOUBLE POINTS
For what calls do we create tickets?
ALL OF THEM
DOUBLE POINTS
Where can you go to see who the Problem Manager (PM) or Subject Matter Expert (SME) is for a specific account?
The "i" button either in client lookup or in the ticket
What is the format to map a network drive?
\\Server\Folder
What is the name of the folder where we clear app data (cache)?
Roaming folder
Extra 50 points if you can walk me through the process
What is the status of an unresolved ticket that is going to the HelpDeskTriage group?
Assigned
What would be the first piece of information needed when dealing with a caller who has a slow running application?
Is the app web based or desktop software?
Who can we ask for help troubleshooting before we check the KB?
NOBODY. ALWAYS CHECK YOUR KB FIRST
What is a quick ticket?
Account specific templates for common issues
DOUBLE POINTS
What is the correct format for a ticket summary?
What is having the issue-What the issue is
You receive a call from a client who is asking to be mapped to the "Data" folder on server CSS-FS1. What is the correct folder path to map this?
\\CSS-FS1\Data
What can consistent use of the KB decrease?
Talk Time
What is the difference between clinical and non clinical?
Clinical refers to direct patient care
Give some examples of how to fill dead air
Polite conversation
Explain what you're working on
Muting and returning to the call to "check in" with the client.
When do we verify confidential (security) information?
Provided usernames, resetting passwords, unlocking accounts
Give me an ART statement for someone having issues with their PC login
Acknowledge
Respond (Reassure)
Transition in troubleshooting
DOUBLE POINTS
What apps should you launch every day when logging in?
Any account specific apps, Teams, Teleopti, Outlook, Knowledge base, Password pro
What can patients do through patient portals?
See lab results, message doctor, schedule appointments, televisits
Everything we do here at the Service Desk comes down to one critical aspect. What is it?
Patient Care
What are CTI's used for?
Organizing and routing the ticket
What is the difference between a problem ticket and service request?
Problem ticket=broken
SR=request,move,change,add
When can we interrupt a caller?
Never unless we are making soft interruptions
What is the difference between a referral and a consult?
Referral is the transfer of care. Consult is getting a second opinion