Transfer Reasons / HOs
When should I move a POC case back to the queue?
Never ever. Consult with a TA and/or manager first.
Which team has won the most national championships in Costarican soccer?
Deportivo Saprissa
Who is the current CEO of Microsoft?
Satya Nadella
Which Microsoft mascot was introduced in the 1990s as a paperclip assistant?
Clippy
Which ocean is the largest on Earth?
Pacific Ocean
You're working on a case and you will need to tranfer the case back to the queue. You are sure about the transfer reason to use in this particular scenario and you have added your notes in the case.
What should you do before you send a case back to the queue? What is it required before proceeding in moving a case to the queue?
You need approval from a TA, manager or acting TA (which will be informed beforehand).
Who is our current CVP in CSS?
John Bunney
In what year was Microsoft founded?
1975
Where is Microsoft’s main headquarters campus located?
Redmond, Washington
What is the longest river in the world?
Nile River
Which transfer reason should always be avoided unless it is absolutely necessary?
Other
We have been discussing signals for a few weeks already. by what date should both surveys be completed?
October 31st, 2025
What was the name of Microsoft’s first tablet device introduced in 2012?
Surface
What is the name of Microsoft’s gaming subscription service?
Xbox Game Pass
What is the chemical symbol for gold?
Au
The customer wants support during their business hours, but the case is currently assigned to an engineer outside the customer’s time zone. What transfer reason fits?
Time Zone – Business Hours Support Requested
You notice a colleague sharing confidential customer data in a public Teams channel. What should you do?
Report it to Report It Now.
What was the name of Microsoft’s first operating system released before Windows?
MS-DOS
What is the name of Microsoft’s virtual assistant introduced in Windows 10?
Cortana
Which planet has the most moons?
Jupiter
Alex is wrapping up their shift, but the customer’s issue is still unresolved and requires ongoing support. The customer specifically asks for the case to be continued after Alex’s shift ends. What transfer reason should Alex select?
End of Shift (24x7) Continuation Requested
What are the 3 core strategic pillars we have at CSS?
Simple, Consistent, and Connected.
What year was Microsoft Office first released as a suite of applications?
1990
What is the name of Microsoft’s cloud storage service?
OneDrive
What does NASA stand for?
National Aeronautics and Space Administration