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WorksheetsCase Mechanics Championship
Total questions: 9
Worksheet time: 3mins
Customer reported that the TMS login screen throws error everyday only during the first attempt. What should be the case Type ?
Problem
Incident
Service Request
Change Request
Which is the Salesforce Job Aid to track your open cases mentioned in case mechanics Cheat Sheet?
TMS Health Check Dashboard
TMS CEB Dashboard
TMS Daily Activities Dashboard
TMS Case Mechanics Dashboard
A case escalated to Blue Yonder leadership by TAM . A JIRA exists for the case. What would be the priority of the JIRA?
P1
P2
P3
Escalated
None of the above
A JIRA has been raised for a Go live blocker issue. The Go Live is scheduled after 60 days . What would be the JIRA priority ?
P1
P2
P3
P5
None of the above
Select all the correct statements from below
An Escalated case can be closed if solution is provided even though customer hasn't approved de-escalation
SLA is applicable for High/Critical Severity Service request and Incident cases
Non-Production critical severity incidents will come under SLA violations
Status: Support WIP
Next step: Support WIP...... is a good example of SNS
None of the above
When a potential loss of revenue is identified by Blue Yonder, it is communicated via cases to analysts through
CEB flag
CED flag
PI Index
JIRA updates made by PD team are sent to customer as automated mail notification through Salesforce Case.
False
True
Choose all the correct statements from below
Critical Incident for cloud customer should have updates every 1 hour till it is resolved
High Incident for cloud customer should have updates every 2 hours till it is resolved
Medium Incident for cloud customer should have updates every 4 hours till it is resolved
None of the above
Choose all the correct statements on JIRA creation process
Research>> Post in KO_WAD>>Approval>>Post in TM PD Teams site>> Approval>> Raise JIRA
Research>>Post in TM PD Teams site>> Approval>> Raise JIRA
Research>> Post in KO_WAD>>Approval>>Raise JIRA
Research>> Post in KO_WAD>>Approval>>Post in TM PD Teams site>>No response for 7 working days>> Raise JIRA
