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WorksheetsMinute to win it
Total questions: 20
Worksheet time: 20mins
Joe manages hotel bookings and complaints using Freshdesk and has setup a Dispatch'r rule to assign tickets to a group if it has the word "hotel" in the ticket description. However, Joe is confused as to which of the following would be picked up by the rule. Please pick the ones which would apply to this rule
There are other hotels with the better prices. Can you consider giving us a discount?
Can you please help me out with hotel bookings? Your website keeps crashing :(
HOTEL SERVICE IS POOR!
The Hotelier is not at welcoming! Poor service
When a ticket is split, the admin wants to send out an email to the customer stating that the response has been split. Which of the following would help in this case?
Supervisor
Observer
Scenario Automations
None of the above
John is strict about the SLA due dates and recently found out that his agents have been changing the due times. He wants to catch all these agents who change the due dates red-handed! Is this possible?
Yes
No
Maybe to an extent, this can be done
I have a set of 300 tickets on which I have to send out a specific reply and change a few text fields. What would be the best way to get it done?
Supervisor or time based triggers
Bulk Actions
Scenario Automations
Event based triggers or Observer
I would like to send an email to notify an agent belonging to two different groups, using automations. Which among the following allows this?
Ticket creation rules
Ticket Updates
Scenario Automations
All of the above
I'd not be able to assume the following role's identity
Account Administrator
Administrator
Both Account Administrator and Administrator
We can assume identity of all agents irrespective of the role
Agent 1 & agent 2 belongs to group 1 & 2 respectively, Agent 1 is happily able to change his availability but agent 2 can't do that. He reports this to his Admin and asks him to allow him the same. Where should the Admin make changes for Agent 2 to see the toggle?
Change the agent's permission from under Admin-->Agents
Change the settings under the Dashboard-->Agent availability
Change this from under Admin-->Groups-->Group2
Agent 1 and 2 belongs to Group A, Agent 3 belongs to group B, Group A has Load balanced ticket assignment configured whereas Group B has Round Robin ticket assignment turned on. Group A has a threshold of 5 tickets. There are 16 incoming tickets which got assigned to Group A and 10 tickets that got assigned to Group B. How many tickets will be assigned to each agent both in Group A and B?(Assume Agent 1 and 2 have 0 tickets in their queue)
5,5,10
8,8,10
10,10,6
None of the above
When does a day pass expire?
12 hours
24 hours
Till EOD
Once the agent logs in and logs out
How can we prevent an agent from viewing the contacts tab?
Portal customisations
Roles
Both
None of the above
Mary is a part of two groups (Marketing queries and Billing). These groups have Load Based Automatic ticket assignments with capping limits as 5 and 8. How many tickets can she handle at max?
13 tickets from either groups
5 from Marketing and 8 from Billing
8 from Marketing and 5 from Billing
Maximum of 8 tickets
Can an Admin check the number of day passes utilised by an agent? If yes, where?
Yes, under Admin -> Agents -> Occasional Agent
Yes, under Admin -> Account -> Day pass
No, can't check that.
My business hours is set from 9am to 5pm everyday. A ticket comes in at 4 pm and is resolved at 6 pm on the same day. What would be the resolution time in this case?
2 hours
1 hour
0
No data would be displayed
Where can I specify certain days in which the SLAs should not run on the ticket? On these days, the agents would not work and thus the SLAs should not work.
SLA Policies
Business Hours
Groups
Agents
Will the order of the Business hours matter in any way? Will the order of SLA policies matter?
Yes, Yes
No, Yes
Yes, No
No, No
Lenskart want to have a SLA policy specific for requesters email addresses with the domain abc.com in them, will this be possible?
Yes
No
Maybe
Where can we change the font in which email notifications are sent to the agents and customers?
Helpdesk Settings
Portal Settings
Account Settings
Email notifications
A customer claims that the "New ticket created" notification for agents is turned on, but still the agents do not receive the email notification whenever a new ticket has been created in the Helpdesk. What are we missing?
The customer is lying :P
Purely email delivery issues
The settings are configured wrong
Notify agents is empty
Which of these email notifications cannot be turned Off?
Agent's note added to ticket notification
New ticket created notification for requesters
Requester replies to a ticket
Customer's password reset email
What are the 2 email notifications that would be sent to the person in the Cc of the ticket?
New ticket created
Ticket Closed notification
Ticket Resolved notification
Note added to ticket
