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WorksheetsDay 3 Quiz
Total questions: 35
Worksheet time: 33mins
How do we make phone calls to customers?
From our personal phones
From our desk phones
We do not call customers.
From the ticket
Which of the following counts as sensitive PII?
Full Name
Credit Card Number
Address
Where do you send in your request off information after you get approved from your leader?
Ping your supervisor on teams.
Email your supervisor
Tell your lead in person
Put it into Ultipro
When should you send in your request off times?
At least 2 weeks prior to the request off date
At least 1 weeks prior to the request off date
At least 4 weeks prior to the request off date
What should you do if you accidently close a ticket without responding to the customer?
What does an in progress ticket mean?
The customer has not yet been helped on that ticket
The customer has had at least one interaction with support that they have responded to
The customers questions has been answered or issues have been resolved
We need more information from the customer to continue
Which of the following is a authorized way to become a customer? Check all that apply.
Signing up through Starlink.com
Purchasing from an authorized retailer
Buying a dish from eBay with the old owners approval
Purchasing from an authorized reseller
What is the CSA ticket closure per hour goal?
4
2.5
4.5
1
If you are working overtime, where should you manually document hours worked?
Ultipro
Workforce Tracker
In a message to your supervisor
To any leadership on that shift
How can customers reach us? Select all that apply.
Through a ticket
By calling us
Through Starlink Social Media accounts
Through email
Why is it important we protect our customers Personally Identifiable Information?
How many attendance points will you receive if you arrive 5 mins late to your shift?
.5
1
0
1.5
What is the queue you will sign into when you are ready to take tickets?
(a)
What should be included in an internal note? Select all that apply.
What was the customers issue?
How do we know what the issue is?
What did we do to resolve the issue?
Are there any next steps?
You will fail a ticket if you have a spelling or grammatical error in your response to the customer.
True
False
Where can you ask questions to leadership about a ticket? Select all that apply.
In person if your lead is available
Ping a lead directly
Email all leadership
Post in the Leadership Escalation Channel
Who as access to your Quality Score Card? Select all that apply.
Your Supervisor
The Quality Team
You
Your Lead
Where can we see all upcoming holidays? Select all that apply.
Confluence
There will be an email before every holiday
They are automatically added to your calendar
By contacting HR
We are able to separate tickets by language.
True
False
What is the difference between a Hardstop and a Closure?
We should be calling customers for every single ticket answered.
True
False
What is the call window in customers local time?
8am-9pm
9am-9pm
We only call if the customer has responded to the ticket within the last 10 minutes
8am-8pm
What do we do if the customer does not answer the phone?
Keep trying until they do
Move onto the next ticket and try calling again in 10 minutes
Give them all the information via voicemail and close the ticket
Leave a brief voicemail and answer the customer within the ticket
When do we leave a ticket in waiting for customer?
When the issue is resolved but we think the customer will say thank you
When we need to escalate an issue to an internal team
When we need more information from the customer to resolve their issue
We never leave a ticket in waiting for customer.
If you are leaving work for the day, how should you leave the queue?
Do not leave the queue in case a customer responds to your question
By hitting stop in the Auto assign queue
by exiting out the ticket. It will automatically stop the queue
Once your computer is locked, you are no longer in the queue
What should you always do when you find the correct playbook for a customers issue?
You do not need to link the playbook used in any way.
Write the article name of the playbook in your internal note
Copy and paste the playbook answers to your ticket
Run the playbook
When do we add a resolution tag to a ticket?
Whenever we are closing the ticket.
Every ticket we work on
Resolution tags are not require
When escalating the ticket
When can CSAs work from home? Select all that apply.
With an HR accommodation
While working overtime
With prior approval from a manager or supervisor
If they meet the work from home metrics for 4 weeks
Where can you see your personal metrics along with the department metrics?
(a)
Tickets are graded on a Pass/Fail Basis.
True.
False.
What SpaceX/Starlink information are you allowed to share over social media?
Anything that will be released soon
Any information unless told otherwise
Only information that has been released by an official Spacex/Starlink Social media page
If you need to leave work early (for a non emergency reason) how much notice should you give your supervisor?
1 hour
2 weeks
1 Day
4 hours
How does the Starlink internet work?
What is the difference between an account note and an internal note?
What do we do if we get a ticket another CSA has previously answered?
Send the ticket to the CSA and see if they would like to take it
Assign the ticket to the CSA and move on to the next ticket
Respond to the ticket and close the ticket
Unassign yourself and move to the next ticket
