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F4Y Questions

Authored by Rachel Romero

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Professional Development

Used 2+ times

F4Y Questions
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

is the home screen in Agent Workspace. It provides a comprehensive overview of requests based on status, feedback, announcements and much more.

List View

Chat

Request Form View

Service Expert Cockpit

Answer explanation

Service Expert Cockpit

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It provides request’s overall information including activity logs. This is where the service expert performs needed actions to progress a request.

Service Expert Cockpit

List View

Request Form View

Chat

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Assigned requests that are out of SLA but still not resolved

SLA at Risk

SLA Breached

Reopened Requests

Escalated Requests

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The first contact point for customer interaction

3rd Party

Global Support Team Lead

Agent

Tier 3

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

External parties not working in the request management tool or colleagues who are not the requestor themselves for a specific request. 

Agent

Tier 1 

3rd Party

Global Support Team Lead

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A ticket status to park requests without any customer effect. 

Assigned

Waiting User Info

Waiting 3rd Party

Pending Target Date

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When ticket is set to "Waiting User info" reactivation date is pre-set in

15 business Days

10 Business Days

7 Business Days

3 business Days

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