HPE & Aruba Competency Exam January 2024

Before we work on a case, we need to change the status of our ticket to

• Awaiting User Reply

• Awaiting Customer Reply

• Closed

• In Progress

What tasks are part of our DELIVERABLES?

• Login to ConnectCX

• Pulse Acknowledgement

• CNXU - Monthly & Mandatory Courses

• All of the Above

TRUE or FALSE: Our Avaya status should be in AUTO-IN unless we are on break or working on a special tasks.

• TRUE

• FALSE

TRUE or FALSE:

During meetings and trainings, we can set our cases to Awaiting User Reply and add an internal note of the name of the meeting/training we attended including time duration

• TRUE

• FALSE

TRUE or FALSE: We are allowed to use Terminal break or break during last hour of the shift

• TRUE

• FALSE

TRUE or FALSE: We are allowed to have an EMPTY ROW in BTO template to separate multiple options.

• TRUE

• FALSE

TRUE or FALSE: We should come back from break at least 5 mins early to be able to login to all platforms (BOT, ESTART, WPMS, AVAYA)

• TRUE

• FALSE

How many minutes are allowed for Mail Handling (Aux 62) before lunch?

• 60 minutes

• 30 minutes

• 15 minutes

• 5 minutes

How many minutes are allowed for Mail Handling (Aux 62) before LOGOUT?

• 60 minutes

• 30 minutes

• 15 minutes

• 5 minutes

How many minutes are allowed for Personal Break or Bio Break?

• 3 minutes

• 5 minutes

• 8 minutes

• 10 minutes