CS Severity Level - Pre Test

CS Severity Level - Pre Test

1st - 3rd Grade

21 Qs

quiz-placeholder

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CS Severity Level - Pre Test

CS Severity Level - Pre Test

Assessment

Quiz

Professional Development

1st - 3rd Grade

Easy

Created by

CS Xendit

Used 6+ times

FREE Resource

21 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Merchant reach out to CS Agents, saying that ALL of their transactions keep failing and their end user can not paid their order. Which Sev Level is this inquiries?

Sev 2

Sev 1

Sev 4

Sev 3

2.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Severity Level 1 Resolution time is 12 Hours

TRUE

FALSE

3.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

CS Agents can mention @cindy if after 1,5 hours of no update from product team

TRUE

FALSE

Answer explanation

You can mention Cindy after 2 hours of no updates

4.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

CS Agents have to escalate it to management for ALL Severity Level that has passed the SLA for their visibility

TRUE

FALSE

Answer explanation

Only critical issue and major severity level needs management visibility

5.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Symptom: Above 20% transaction requests are repeatedly failing in specific period of time. What is the Severity Level?

Sev 5

Sev 3

Sev 1

Sev 4

6.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Fist Response Time for Severity Level 6 is more than 24 hours

TRUE

FALSE

7.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

Symptom : Above 40% of transaction requests are repeatedly failing. What is the Severity Level?

Sev 6

Sev 1

Sev 4

Sev 2

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