CNA Knowledge Quiz
CNA Knowledge Assessment
Test your knowledge of CNA procedures and protocols with our comprehensive quiz. This quiz is designed for team members to ensure they are well-versed in the essential concepts needed for effective communication and ticket management.
Key topics covered include:
- Routing tickets
- Priority assessment
- Proper communication channels
What configuration item would you use on a ticket about outlook?
Email/Exchange
Exchange 2010
Outlook
SSL/VPN
When you begin your shift after logging into your systems and going into ready, you should check what 3 things?
What priority should a VIP ticket be if you're going to route it?
1
3
4
2
What's the correct way to contact a PA for after hours outages?
Text message
Phone Call
Direct Message in teams
All of the above
What should you always offer at the end of a call?
A firm handshake
The ticket number
Chaz's phone number
Your condolences
Where can you find Autumns phone number?
By asking Dylan
By asking Chaz
The important numbers sheet
The Yellow Pages
You should call a PA for issues you're having with Genesys.
True
False
You should notify the team of any banner updates you've done in the outages channel.
True
False
When your call ends for a P1/P2 what should you immediately do?
Tell the team by posting in the outages channel
Go into assign
Contact a PA
Call MIM
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