IWS Tier-1 Shadowing
IWS Tier-1 Shadowing Quiz
Test your knowledge and skills related to IWS Tier-1 processes and terminology. This quiz will challenge your understanding of essential tags, ticket handling procedures, team collaborations, and much more.
Key Features:
- 11 Questions
- Multiple Choice and Text Format
- Immediate Feedback on Your Answers
If the BCs get a ticket and don’t know if the app is working as expected, what would we do?
Send it back to IWS to confirm
Send it to our technical team
Work with the product team and document the learned knowledge
Solve the ticket and pretend we didn't see it
How many CX Product, Engineering, and Data teams do we work with?
11
5
25
14
The BCs are also responsible for fixing issues on the back-end (coding).
True
False
When working to resolve accounts tickets, we only partner with our vendor, Yodlee.
True
False
We can assist with third-party service issues (Quicken, H&R Block, TurboTax, etc.).
True
False
What form should always be used when creating a ticket?
Support Request
CX Support
NMC Support
CX & NMC Support
What priority should be used when assigning tickets to CX BC or CX Accounts?
P5
P4
P3
P2
What shouldn't you do if you're unsure about a ticket update, supported feature, or what to do (Select One)?
Utilize your resources
Reach out to Tier 2
Ping one of the BCs
Assign the ticket back to CX BC or CX Accounts with your question(s)
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