If a trigger occurs at any point, what will happen?

The case will be moved to Recovery Path.

The case will be moved to Golden Path.

What should you do if the first Intro Call attempt failed?

Try another call in 15-30 minutes

Which of the following activities should be included in labor logging?

B. Taking breaks during the management of the case.

C. Actions taken on other cases.

D. Chats unrelated to the case.

Which of the following should be excluded from labor logging?

C. Join bridge call on another case

A. Writing and updating the fields in the case.

B. Completing tasks like Introduction email, Triage, Executive Summary.

D. Following the resource chase process.

When should you log your labor?

B. During the closure process or after handover or before moving case to GP,

C. Only when prompted by a supervisor.

D. At the beginning of the day.

What is the first step a CSM should take when a case is received?

C. Check Review task to understand the Trigger

A. Call the customer immediately then Send an introduction email.

D. Check email communications for relevant customer emails.

Which template should be used to manually send an introduction email to the customer?

C. 10001: Engagement Initiation.

Which scenario could lead to a CritSit being deflected?

B) The customer solved the issue by themselves prior to Microsoft engagement.

A) The customer is unavailable for the first call.

C) The case is transferred to another team.

D) The customer requests additional resources.

What will happen if a customer is unresponsive after three consecutive contact attempts for Non-Auto Assigned Cases with an SE assigned?

C) The assigned engineer will decide whether to lower the severity.

A) The case severity will be automatically lowered.

B) The case will be escalated to a supervisor.

D) The case will be closed immediately.

What should you do if a customer is unresponsive after three consecutive contact attempts for Non-Auto Assigned Cases with no SE assigned?

B) Set re-engagement time for 8:00 AM for the customer’s region and move the case back to golden path.

C) Escalate the case to a supervisor.

D) Lower the case severity yourself.

How should you respond when a customer asks for the ETA for a PG case?

B) Inform them that the Product Group engineering team is engaged and reviewing the request, and that you will check internally for an estimate.

A) Provide an exact date and time.

C) Tell them you don’t have any information.

D) Send an email with the estimated time.

What should CSM do for every Azure Life and Safety case upon creation or re-open?

B) Identify a Business Impact (BI).

A) Move the case to GP immediately.

C) Escalate the case to a supervisor.

D) Assign a new engineer to the case.

Should customers be informed about the Golden Path (GP) designation?

C) No, it is an internal designation and should never be used in customer-facing scenarios.

A) Yes, it should be mentioned in all communications.

B) Only if the customer asks about it.

D) Only in email communications.

Should Swimlane designations be discussed with the customer?

D) No, they should never be discussed with the customer.

B) Only if the customer asks about it.

C) Only in critical situations.

How should you handle discussions about internal processes, SLAs, and KPIs with customers?

B) Avoid talking about any internal processes, SLAs, or KPIs.

A) Discuss them openly to keep the customer informed.

C) Only mention them if the customer insists.

D) Provide detailed explanations in emails.

CritSit Lifespan Quiz

30 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

How to take ownership of the case?

Login CMET Online and open "Me" tab

Open case in DfM and assign to "Me"

Open case in CritSit portal and assign to "Me"

None of the above

2.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

When case is in Golden Path, what should CSM do?

Make Introduction call with Customer

No action is needed from CSM

Send Introduction email to Customer

Update CritSit portal

3.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

What should we do if Customer does not agree with Call recording?

Stop Monitoring

Block Monitoring

Stop Recording

Block Recording

4.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

When does the case exit the Golden Path?

Initial Response Time missed

Life and health threatening risk

Degraded customer sentiment

None is wrong.

5.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

What is/are the purpose(s) of pathways?

To reduce workload for CSMs

To reduce attention to customer's cases

To ensure highest attention and timely engagement from CMET once needed

To raise attention from CSAM and IM+

6.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

What is a HomeGrown case?

Case created at A then lowered to B

Case was created at B or C then raised to A

Case created at A, lowered to B then raised to A again

Case created at C

7.

MULTIPLE CHOICE QUESTION

20 sec • 5 pts

What is Recovery Path (Special Handling)?

Special Attention (SA) cases that are non-eligible to GP

Includes M150, UER, SMC, US Federal/ Government

Will be handled by Senior CSM

All are correct.

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CritSit Lifespan

How to take ownership of the case?

When case is in Golden Path, what should CSM do?

What should we do if Customer does not agree with Call recording?

When does the case exit the Golden Path?

What is/are the purpose(s) of pathways?

What is a HomeGrown case?

What is Recovery Path (Special Handling)?

If a case is identified as Special Handling, it will automatically go to Recovery Path and remain there.

If a trigger occurs at any point, what will happen?

What is the due time for CSM to take ownership of a brand new CritSit?

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