Show:
QSD
New User Setups
Remedy
Oracle
Miscellaneous
100
Name the 2 items required to close a call
What is verifying all needs have been met, and saying "thanks/thank you" followed by a positive closing statement
100
These two things need to "clear" on every username that is created
What is Status 1 and DCT pending
100
These 2 things must be included in your ticket ONLY IF they are provided by the caller
What is producer code and transaction number
100
If you create an article and the reader needs to follow steps in a specific order, you should indicate this using a ________ ___________
What is numbered list
100
_____ can be used in Remedy in the event that a user ID cannot be acquired. Bonus question: _____ can be used in Remedy in the event that an ID cannot be acquired on a data download call
What is fxxxx What is fdddd
200
define a "true transfer", and explain what is not required in the case of a true transfer
What is the agent is not processing on STAR or needs to go to a different department without any other assistance from us. You do not need to verify an ID or producer code.
200
These are the two types of "roles" to choose from for each new user
What is Independent Agent and Exclusive Agent
200
This is the name of the field where you can select "potential issue", "known issue" or "exception error" Bonus question: is this required on every ticket?
What is operational categorization / tier 3 No, this is not required on every ticket
200
This is the field where you would indicate the name of the individual who gave you the information used to write an article
What is the source field
200
What is the article number that describes the times when "manage my profile" should be set to No for a new user setup
What is KB7941
300
It is required to say this specific thing once during the call
What is the callers name
300
A licensed IA's status must be either _______ or _________ in ACE in order for a username to be created
What is active or reinstated
300
What should be entered in the vendor ticket number field (when applicable)
What is the RTC number (enhanced star defect number)
300
These are the two steps you need to take to make an article "internal only"
What is (I) in front of the title, and user group set to "star helpdesk"
300
You need to copy this into your ticket for every new user setup Bonus question: this is the proper categorization for tiers 1, 2, and product categorization tier 1 for a new user setup
What is new user setup request form security, new user name request, current star / NA
400
This one individual item alone is worth the most points on a QA evaluation
What is giving accurate information
400
These are the 2 situations where an agent does not need to be listed in ACE in order to have a username
What is non licensed and exclusive agent
400
name the two available templates
What is First Call Resolution and Level 2 Escalation
400
describe how to find the screen where you can do an advanced search for an article (example: search for article by original author) Bonus question: what would you click on to write a new article?
What is content tab, KB, find content tab, KB, add
400
On most calls, we enter the user ID in our remedy ticket. However, on a data download call, we enter ______ in that field instead
What is Y account
500
role play (with Alex) an entire proper call opening
What is 1. proper greeting 2. verify ID or producer code 3. extend an offer to help or assuring statement
500
Provide the entire list of steps when setting up an EA with a username (7 steps)
1. check for duplicate usernames 2. create the user ID in SAM 3. wait for status 1 and DCT to clear 4. verify the agent is able to single sign on 5. validate their email address 6. go over internet settings 7. offer a welcome call
500
In the event that you have to create a second ticket for the same call, you would need to change _______ to _______. Bonus question: give the common example for when you may need more than 1 ticket on the same call
What is phone to web New user setup, when a second person in the office also needs a username
500
How do you enter text in the default font?
What is "remove style definitions"
500
user ARA1N called and talked to us regarding a dec page. Provide the ticket number for this call.
What is 01312169