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Week 1 - Day 1 - EP Team

Would the following statement be appropriate when speaking to a customer? “Unfortunately, I’m not trained on that product”?
True
False
What do you do if you have an SBI collab request out to someone and they have not responded within 15-30 min?
Wait for response
Escalate to management to get assistance.
Open a new collab and send it to the team.
With the Open dashboard continuously up, how often should you check the status of existing cases?
3 times a day
1 time
Don't need to
Utilization needs to be managed by tracking Customer Facing Time (CFT), What is the Knowledge Base article number related to how to do this?
€ PRCS100628
€ FAQ102464
€ FAQ101013
Who should you contact if you are having an issue with one of your Avaya tools?
Innovatia
Dell
Avaya ITSS
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