Can you handle the HEAT?
Tickets to Onsite
How to do your job
Tickets, Tickets, Tickets
Process
100
To ensure the HEAT license is released when done using HEAT Call Logging, you must do this step.
What is File > Exit?
100
This group should be consulted before assigning some tickets to Onsite.
Who is CSTier2?
100
Upon arrival to your desk each day, this should be your immediate action.
What is logging into your phone?
100
An open ticket created and saved by a Service Desk Analyst with no assignment is called this.
What is a Frozen Ticket?
100
Documentation of steps taken on this HEAT Screen, is a requirement when assigning a ticket to another team (including CSTier2 and Onsite).
What is a Journal Entry?
200
This is HEAT's default ticket type upon new ticket creation by a Service Desk Analyst.
What is an Incident Ticket Type?
200
True or False: Advising a Client, whose monitor is not functioning, that they will be receiving a new or larger monitor is a standard process.
What is False?
200
After disconnecting from a call while in the Available state, the phone system will automatically switch your phone to this state.
What is ACW (After Call Work)?
200
True or False: A ticket should be created even when a solicitation call is received. This includes receiving a call from a Mortgage Company wishing to refinance your home loan.
What is True?
200
This should be done before taking breaks, going to lunch or meetings.
What is pushing the Unavailable button on your phone?
300
The Heat Service that runs on a two minute cycle and controls paging and SLA escalations.
What is BPAM?
300
This must be listed at the beginning of the Call Description on tickets assigned to Oniste.
What is Cubical #?
300
Ture or False: Contact with the Client is not necessary after taking ownership of a ticket from the CS Queue.
What is False?
300
This action should be perfomed if a Client calls in regarding two distinct issues.
What is creating two HEAT tickets?
300
This is the only Priority 0 Ticket Call Type, that does NOT get posted to the HEATBoard.
What is APlus?
400
When a page is triggered in HEAT, the contents of the page uses this amount of characters from the Call Description.
What is 100 characters?
400
For Meeting Reservation Request Forms with multiple meeting dates, the Target Date on the Call Log screen should be this.
What is the last date of the final meeting?
400
The final step of the process of answering calls is this.
What is Thanking the Client for calling?
400
When logging General Agent, Attorney and Independent Adjuster calls received the "CustType" should be this.
What is General Agent?
400
These are the top 4 resources used when trying to find a solution on a ticket.
What is HPK, HEAT Simple Search, Peers and Tier2?
500
HEAT Self Service allows Client's to view their HEAT tickets with the exception of this screen.
What is the Assignment Screen?
500
This, along with the printer number, is a required item in the Call Description of network printer issues assigned to Onsite.
What is location close to the printer? (Cubical #, Conf Room)
500
When pulling a ticket from the CS Queue, the first step is to acknowledge the assignment. This is the second step.
What is changing the CCS?
500
The tool used to remote to VDM Clients.
What is Remote Assistance?