EU SD KT Session Day 2
EU SD KT Session Quiz
Test your knowledge on follow-up procedures and communication strategies in a customer support context with our engaging quiz. Designed for agents and support personnel, this quiz will help reinforce the best practices for handling user tickets effectively.
- Understand when and how to follow up with users
- Learn the nuances of communication across different languages
- Enhance your ticket management skills
1. What is the preferred way to follow up with user on pending ticket?
A) Phone call
B) Email
C) Web chat
2. When can the agent follow up tickets via email? (multiple choice)
A) User is out of office
B) User doesn't speak English
C) Outside business hours
D) User is not reachable
E) User's manager is out of ofice
F) within business hours
3. Can the English speaking agents follow up on tickets raised not in English?
A) Yes
B) No
4. What is the mailbox name used in Europe to follow up on the tickets?
A) Staples EU agents
B) Follow up Agents
C) Staples Follow up
D) Staples EU Follow UP
6. What can be done with a pending ticket if the user is out of office?(multiple choice)
A) Send email to user
B) Send email to user's manager
C) Call user
D) Call user's manager
E) Call user's colleague
F) Send email to user's colleague
7. What is the name of the distribution list used for escalations to the Global Helpdesk EU?
A) GSD US Leads
B) GHD EU Escalation
C) GSD EU Escalation
D) GSD EU Leads
8. What is a wrong way to escalate to L2 assignment group?
A) Sending email to manager of the assignment group
B) Sending email to Escalation level 1 of the assignment group
C) Calling the manager of the assignment group
D) Sending email to the assignment group
E) Calling the on call number of the assignment group
F) Calling general escalation number
10. Can a GHD EU agent resolve polling issues?
A) YES
B) NO
How can an agent resolve a Polling Issue?
A) By resetting Store Server
B) By performing Polling procedure in Outlook
C) By Performing Polling procedure in JDA
11. How many mails need to be sent for polling on Monday?
1
3
4
5
6
12. What is knowledge discussion board used for?
A) To add knowledge to the ticket
B) To remove knowledge from the ticket
C) To report missing knowledge
What is the name of the mailbox to escalate a pending ticket to EU Provisioning if user is asking for an update?
A) EU Provisioning Escalation
B) NA Provisioning
C) EU Provisioning Mailbox
14. How should the queues be managed?
A) First come first served
B) Last come first served
C) First come last served
15. Which mechanism is used to route tickets to the correct groups?
A) Configuration item + urgency + knowledge article
B) Configuration item + symptom + knowledge article
C) Configuration item + priority + knowledge article
16. How many days does the end user have to re-open ticket?
A) 3
B) 21
C) 15
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