
AMS - PSSST - Refresher
Flashcard
•
Professional Development
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Professional Development
•
Practice Problem
•
Hard
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8 questions
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1.
FLASHCARD QUESTION
Front
As a part of TCO, what is a correct flow of case scoping? Check case history → Check attachment → Call → Chat if not available to call → Send scoping email
Back
Check case history → Check attachment → Call → Chat if not available to call → Send scoping email
Answer explanation
It's important to highlight one of the main aspects, being phone calls the preferred method of communication, as well as a constant analysis of customer's temperature to perform recovery or remind them of the survey.
2.
FLASHCARD QUESTION
Front
When can we start to disengage from a GetHelp escalation with a support case if the customer confirms the issue is resolved but the submitter is unresponsive?
Back
We don't need to follow the 3 strikes rule. We can send a closing email to the submitter instead of the 1st strike and explain what was done to disengage and close the case.
3.
FLASHCARD QUESTION
Front
This is a 0SR case and the SEM guides the submitter to create a support request with the Azure team. The taxonomy of the case should be: Case Rerouted or Case Out of Scope - Transferred Internally; Customer's Primary Request - Not Resolved; Alternate Resolution Provided - Workaround Provided; Customer's Request Fully Resolved - Expedited Existing Request; Case Rerouted or Case Out of Scope - Redirected to Other Internal Resources.
Back
Case Rerouted or Case Out of Scope - Redirected to Other Internal Resources.
4.
FLASHCARD QUESTION
Front
Is the DTM met at this point of case development? SEM gets assigned to a GetHelp case wherein the prioritization of a support ticket is requested. The SEM escalates the given SR through the correct path and receives a response from the dedicated team, stating the following: “Hello, thank you for your escalation, please consider that we already had a call with the customer and we’re actively working to resolve the issue”
Back
YES!
5.
FLASHCARD QUESTION
Front
What is the process for Priority Override?
Back
Override when there is a valid reason, document and notify submitter accordingly.
6.
FLASHCARD QUESTION
Front
When should we clarify the next step action plan and the next update date?
Back
In the acknowledgment email and in every follow up email.
7.
FLASHCARD QUESTION
Front
When Teams chat should be attached to GetHelp portal?
Back
On a daily basis as it occurs.
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