Level 1 Email Support Flashcard

Front

What Slack Channel can you ask questions in or get draft approvals from? Options: esd_nb_hd_all, esd_random, esd_nb_hd_email, esd_general

Back

esd_nb_hd_email

Front

True or False: Before I send an email I do NOT need to have my email draft approved.

Back

False

Front

Why might I not be able to find the correct response template when searching for one?

Back

The service offering is incorrect

Front

If the user's email may require additional follow-up what state should I leave the incident in? Options: New, In-Progress, On-Hold, Resolved

Back

On-Hold

Front

True or False: It is my responsibility as a Level 1 Consultant to reassign incidents to other assignment groups

Back

False

Front

True or False: If my draft did not get approval in time I should keep the incident assigned to myself

Back

False