CSQA QUIZ 22 JULY 2025

Setelah Wownet NOC selesai melakukan troubleshooting, CS harus melakukan update via WA kepada customer yang terdampak

• True
• False

What should we do if the customer replies to our 1st reminder email, saying that they will monitor it for a few days, and get back to us afterward?

• Reply & ack the customer's message, then put the status to "Assigned"

• Reply & ack the customer's message, then put the status to "In Progress"

• Reply & ack the customer's message, then put the subtype to "On Monitor"

• No need to do anything, just wait until the customer get back to us again

Untuk ticket yang re-open, CS harus set priority dari Undefined ke sesuai concern customer

• True
• False

What should we do when a simple request ticket is still not closed after the engineer fulfilled the request?

• Update the status ticket to "Waiting Client Response"

• Update the status ticket to "Reminder 1"

• Close the ticket without sending a closing email

• Close the ticket with a closing email

Saat perlu konfirmasi ke engineer, manakah kalimat yg lebih sesuai untuk CS tulis di channel eskalasi sebelum close ticket?

• Aku close ticket ini.

• Apakah ticket ini boleh di-close?

• Closing this.

• Tidak perlu info apa-apa

Untuk ticket dengan status WCR/On Hold/In Progress, CS hanya perlu "marked done" diri sendiri.

• True
• False

How much time in advance should the reminder alert be set before the (Standard) maintenance schedule?

• 1 hour before

• 15 minutes before

• 45 minutes before

• 30 minutes before

CS harus selalu menuliskan ticket severity di body email untuk semua ticket yang ada.

• True
• False

Bagaimana seharusnya perlakuan untuk ticket dengan status Reminder yang lebih dari 7 hari dan belum ada balasan?

• CS prioritaskan untuk mengerjakan ticket reminder yang lebih baru

• Ticket tidak perlu di update karena belum 10 hari

• Cek inote -> tidak ada -> konfirmasi engineer utk kelanjutan status ticket

• CS perlu merubah status ticket ke "Reminder 1"

Which of the following is the correct greetings for the condition below?

• Dear Wijaya,

• Hi Rully and Wijaya,

• Dear Rully,

• Dear All,