EU SD KT Session Day 1
EU SD KT Session Day 1 Quiz
Test your knowledge with our engaging quiz tailored for the EU Support Desk team! This quiz covers essential aspects of the Service Now module, AS400 systems, and incident management relevant to our operations.
Perfect for team members looking to refresh their skills or new joiners wanting to get up to speed. Get ready to challenge yourself!
- Multiple-choice questions
- Covers key topics
- Instant feedback on answers
1.What is used to login to Citrix?
Employee ID
LAN ID
Citrix ID
2. Which AS400 system is used by the EU team?
A) Sunbeam
B) Jacada
C) Galaxy
3. Which Service Now module is not used by the Global Helpdesk?
A) Configuration
B) Service Desk
C) Self-service
D) Problem
E) Incident
4. Who is using self-service for Europe?:
A) EU End users
B) Staples Vendors
C) US End users
5. How is incident gets created for Europe?
A) By using Contact record
B) By using option Create Incident
6. How to create a ticket for store user?
A) In the name of store manager
B) In user’s name
C) In Helpdesk agent’s name
7.How to open tickets if a Staples vendor is calling in?
A) In the name of the agent, changing location to incident location
B) In the name of the vendor, changing location to incident location
C) In the name of priority manager, changing location to incident location
8. What does In Queue status mean?
A) Ticket is waiting to be processed
B) Ticket is waiting to be assigned
C) Ticket is waiting to be closed
9. How to find incident templates specific to EU?
A) By searching template in the global search
B) By setting up a filter
C) By looking up templates with EU in the name
10. When is the parent/child relationship set up?
A) When the same person reports the same issue or provides update on it
B) When multiple people report similar issues caused by the same outage
C) When multiple people report different issues caused by the same outage
11. How can the knowledge articles be attached to the ticket?
A) By attaching KA to the ticket as attachment
B) By replying YES to the question, if this solution was useful within the solution
C) By clicking attach this solution within the relevant article
13. How can an email be sent from ServiceNow?
A) By clicking on 3 men icon on the incident template
B) By clicking search knowledge on the incident template
C) By clicking more options on the incident template
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