Sweethawk Introduction

Sweethawk Introduction

1st Grade

10 Qs

quiz-placeholder

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Sweethawk Introduction

Sweethawk Introduction

Assessment

Quiz

Professional Development

1st Grade

Practice Problem

Medium

Created by

CS Xendit

Used 1+ times

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

What is Update Latency?

Amount of time taken by customer to reply
Amount of time taken by agent between each updates
Amount of time taken by agent to reply customer at the first time
Amount of updates from Agent

2.

MULTIPLE SELECT QUESTION

30 sec • 10 pts

Below are the changes that will applies on Update Latency Implementation, except

Update is according to Update Latency SLA
Update need to include progress of resolution
Agent need to update reactively
Update should be both reactive and proactive
Update should be general

3.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

Support should be the one that attending Sweethawk notification

True
False

4.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

How are the timers can start/restart if we're handling customer via Slack?

When we put internal note
When we put public reply
When customer reply
When we assign TSev

5.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

If we put ticket with TSev 1 as on-hold at 2 PM, when will we receive notification for Update Latency?

3:00 PM

2:50 PM

2:20 PM

2:30 PM

6.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

TSev 4 tickets have 24 hours Update Latency period

True
False

7.

MULTIPLE SELECT QUESTION

30 sec • 10 pts

Media Image

What is the meaning of below picture?

Update Latency SLA already breach for 1 hour

Update Latency SLA will breach in 1 hour

Notification will be received in 1 hour

Timer has ended

Notification already received 1 hour ago

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