Sok-o-pedia

What is escalation rate?

% of tickets that have violated the SLA

% of tickets resolved

% of tickets created

% of tickets that are solved within SLA

A ticket has been created on Wednesday, 4:10 pm, with a medium priority. When will its resolution be due by?

Thurday 3:40 pm

Thurday 12:10 am

Thurday 4:10 pm

Thurday 4:40 pm

Which of the following is not true about freshdesk??

FreshDesk is used for running campanigns

FreshDesk is used for tracking the tickets assigned to each team and its agents

FreshDesk is used for assigning tickets to different team and its agents

What is the ideal ecalation %

below 4.1%

below 2.1%

below 5.1%

below 10.1%

Look at this series: 14, 28, 20, 40, 32, 64, ... What number should come next?

128

What keyword should be a part of the ticket subject, for a 'notes and insights' ticket?

notes and insights

n and i

n&i

All of the above

When do we use the status 'Resolved'

When agents are reasonably sure that they have provided the customer with a solution to their problem

When the customer acknowledges that the problem has indeed been resolved

When there are missing information in the ticket

When the ticket has to be verified by the manager or peer

In a certain code, PAPER is written as QPARE. How is TABLE written in that code?

UBAEL

UBALE

UBCMF

UZAKD

A ticket created at 10am is to be resolved by 6pm. What is the ticket's priority?

Medium

Urgent

High

Low

How can L0, L1 and L2 extend a ticket's SLA?

Asking their respective managers for the same

Raising a ticket to the aztec team

Raising a ticket to the requester

One cannot extend the SLA for a ticket

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