F4Y Questions
Authored by Rachel Romero
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Professional Development
Used 2+ times
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20 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
is the home screen in Agent Workspace. It provides a comprehensive overview of requests based on status, feedback, announcements and much more.
List View
Chat
Request Form View
Service Expert Cockpit
Answer explanation
Service Expert Cockpit
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
It provides request’s overall information including activity logs. This is where the service expert performs needed actions to progress a request.
Service Expert Cockpit
List View
Request Form View
Chat
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Assigned requests that are out of SLA but still not resolved
SLA at Risk
SLA Breached
Reopened Requests
Escalated Requests
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The first contact point for customer interaction
3rd Party
Global Support Team Lead
Agent
Tier 3
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
External parties not working in the request management tool or colleagues who are not the requestor themselves for a specific request.
Agent
Tier 1
3rd Party
Global Support Team Lead
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A ticket status to park requests without any customer effect.
Assigned
Waiting User Info
Waiting 3rd Party
Pending Target Date
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When ticket is set to "Waiting User info" reactivation date is pre-set in
15 business Days
10 Business Days
7 Business Days
3 business Days
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