Sok-o-pedia
Sok-o-pedia Challenge
Test your knowledge and skills with our engaging Sok-o-pedia quiz! This quiz is designed to assess your understanding of customer support concepts, ticket handling, and critical thinking through a series of carefully crafted questions. Whether you're an expert or just starting out, there's something for everyone!
Features of the quiz:
- 11 challenging questions
- Multiple choice and open-ended formats
- Instant feedback on your performance
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?
56
52
96
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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