If you're the first agent who handled the case, your opening greeting should be _________.

Fields in your case notes can be left blank. We only need to fill out those fields that we think is important for the case.

In general, there are 4 customer types to keep in mind, the IT Novice, IT Generalist, IT Admin and IT Pro. Which among these types do you need to explain using layman's term?

Your cases and calls are graded based on _____

It's okay not to restate the issue of the customer. You'll provide the answer anyway.

_______is a metric used to track how closely you are following your schedule

When you set your Omni-channel status to “Available” and a case gets routed to you, the first thing you need to do before jumping in to troubleshooting is to check for ____

Before submitting an SI Consult, make sure that you have completed the following (select all that applies)

If I found the answer to the customer's concern from a Help Center article, it's okay to simply send the link to it.