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What is the main goal of the Ticket Severity Level?

• To identify the critical level of customer's inquiry which affected how CS handle the tickets

• To increase the number of tickets handled

• To improve the speed of ticket resolution

• To reduce the number of customer inquiries

What's the impact of Ticket Severity Level?

• Reduce the number of agents needed

• Increase the number of inquiries received

• Clear ticket prioritization and Proper inquiry identification to provide better ticket handling from CS Team

• Eliminate the need for customer feedback

Which Ticket Severity Level indicates a critical issue?

• TSev 1

• TSev 6

• TSev 3

• TSev 4

What is the Update Latency defined as?

• The time taken by the customer to respond

• The total time taken to resolve a ticket

• The time taken to escalate a ticket

• The amount of time taken by an agent between updates

How's the relationship between SLA and update latency?

• Tsev / SLA > Sorting > Update Latency

• Sorting > Update Latency

• Update Latency > Sorting > Tsev/ SLA

• Tsev / SLA > Sorting

What is the purpose of periodic update communication?

• To eliminate the need for customer follow-ups

• To inform customers of the resolution time

• To provide updates on the status of their on-going inquiry

• To reduce the number of inquiries

How to define the Unknown SLA?

• By choosing ticket category

• By choosing the Tsev

• By choosing tiimeframe

• By choosing Problem Issue Ticket

How to define the Known SLA?

• By choosing Tsev > Tick box known SLA > Set timeframe

• By choosing Ticket Category > Tick box known SLA > Set timeframe

• By choosing Ticket Brand > Tick box known SLA > Set timeframe

• By choosing Tick box known SLA > Set timeframe

How's the condition of Unknown SLA?

• when product/partner/other teams provides the exact SLA for updates. This can also be used for inquiry that has known SLA in SOP.

• 1. when you know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

• 1. when you don’t know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

• 1. aimed to accommodate providing updates for customer which are not aligned with previous unknown SLA per TSEV cases.

Below is the condition of Known SLA, Except?

• when product/partner/other teams provides the exact SLA for updates. This can also be used for inquiry that has known SLA in SOP.

• 1. when you know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

• 1. when you don’t know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

• 1. aimed to accommodate providing updates for customer which are not aligned with previous unknown SLA per TSEV cases.