What you know
What is the number called that populates the users location
Store Number
when is it urgent to use Assigned group?
When users problem can not be resolved using agent assist or it needs to be resolved by another department
What are 2 of the information that automatically populates when you input users name
Phone, User ID, Location
if the incident is only affecting one user the impact should be on
low
2y-4y=36
y=-18
What do we use that gives us information what actions should be taken to solve incident
Agent Assist
free point
free point
What changes when you input a Category
Subcategory
What are some information that are required to save an incident ticket
Phone, name, location, description, close notes etc.
10*10
100
In the entire stores internet is out and has not come on as yet. what is the state of the ticket created?
Active
What is our work title
Desk support
What should we put in the close code feild
Nothing
What is the maximum time that can be spent assisting a user
No time
What is an action word
Verb
what category should i put a short description of the incident under?
Incident
what is the name of our trainer?
Mr Godswell
What should be done before you can attach a file from the Agent assist section
the ticket has to be saved
where are the 2 places you can find an open tickets
Assigned to, and assigned to me under incident
What do you call words that are the opposites in meaning
antonym
Are we required to proactively tell customers what their incident ID is (TRUE or FALSE)
False
What is the name of the software used to access servicenow software
VDI
what do we do when we get a customer
Document who you spoke to, and transfer the CX to the respective department.
What should a user do to reset their work or person cell phone.
Hold down the power button and lower volume button for 20 to 30 seconds
What do you call word that have the same meaning
Synonym