Naming
What are tickets called? (Hint: it is no longer "incidents.")
Cases
When should you create a ticket?
Every call, Every Email
If a user references a case number, you can search for and add to that existing case if it is still editable. If not, a new case needs to be created.
Spam calls - reach out to a coach to see if a ticket should be created
What color is a contact's name if they are a VIP
red
What is this user's primary account relationship?
https://drive.google.com/open?id=1Os64gQuYpw9USYLu8k8VA0s0NXFQo-1T
LA
Test Management > Invalid Username/Password
WIDA, Georgia, Michigan, Alaska...
How do you search for an existing case?
Use the magnifying glass in the upper right hand corner, or side menu > Customer Service > Cases > All
Where on this screen would an agent click to create a new contact?
https://drive.google.com/open?id=1d_riv6C306wlleeFI6KlLBFr8Jgt6Rzd
The blue contact button
How many account relationships does this user have?
https://drive.google.com/open?id=1XHEwHDXoaPrX8Sf9-mgdgVI0llgAtrZ8
2 - WIDA, LAS Links
A user has forgotten their password for logging into WIDA-AMS. You click the green "reset" button. The user receives the automated password reset link. they reset their password and are able to login. Which category/subcategory is appropriate for your ticket?
WIDA ACCESS for ELLs 2.0 would go in which field on a new ticket?
Entitlement
When should the ticket's state be "Awaiting User Information"?
When we are waiting on more information from the user.
Where on this screen would an agent click to search for a contact?
https://drive.google.com/open?id=1d_riv6C306wlleeFI6KlLBFr8Jgt6Rzd
The magnifying glass next to the Contact field
A user 1 only has a relationship with Alabama's state project in ServiceNow. My ticket has a WIDA Account assigned to it. Can I search for user 1 in my ticket currently?
No
User would need to have a secondary relationship with the WIDA account in ServiceNow in able to locate user 1 via search.
A student is getting the following message - "Previous Login may have unsent responses stored on the tsm." Site ensures the site's TSM does not have any stored responses. Customer Service is then able to clear active flag on student's test.
Test Management > Active Flag
When creating a new ticket, which button(s) can you click to ensure the ticket is properly saved?
Save and/or Submit
When would "Awaiting Vendor" be used on a ticket.
When CS is waiting on further investigation on behalf of DRC.
All contacts need a unique email address in order to be saved in ServiceNow. True or false.
True
Where would an agent click on this screen to add a new relationship to a contact?
https://drive.google.com/open?id=1d_riv6C306wlleeFI6KlLBFr8Jgt6Rzd
trick question - a new account relationship cannot be completed from this screen
A user is having difficulty printing test tickets. You direct the user to Test Management > Manage Test Sessions > Locate the appropriate test session > click the printer icon. They turn off pop up blocker and are good to go. Which category/subcategory is appropriate for your ticket?
Test Management > Print Test Tickets.
Which Assignment group should your tickets automatically default to?
Customer Service
Customer Service Agents should change the priority for important tickets. True or false
False - this direction will come from Leads.
You can reopen Closed tickets in order to edit them.
False. However, you can reopen Resolved tickets.
If a user is a VIP - they are a VIP for all accounts they have a relationship with. True or false.
True
A test administrator is requesting permissions to seeing reports in WIDA-AMS. Viewing reports is only available to users with School-level roles and higher with the appropriate permissions. You ask that they reach out to their School-level contact for more direction. Which category/subcategory is appropriate for your ticket?
User Management > Account/Permission Request.