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WorksheetsSweethawk Introduction
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
What is Update Latency?
a)
Amount of time taken by customer to reply
b)
Amount of time taken by agent between each updates
c)
Amount of time taken by agent to reply customer at the first time
d)
Amount of updates from Agent
2.
Below are the changes that will applies on Update Latency Implementation, except
a)
Update is according to Update Latency SLA
b)
Update need to include progress of resolution
c)
Agent need to update reactively
d)
Update should be both reactive and proactive
e)
Update should be general
3.
Support should be the one that attending Sweethawk notification
a)
True
b)
False
4.
How are the timers can start/restart if we're handling customer via Slack?
a)
When we put internal note
b)
When we put public reply
c)
When customer reply
d)
When we assign TSev
5.
If we put ticket with TSev 1 as on-hold at 2 PM, when will we receive notification for Update Latency?
a)
3:00 PM
b)
2:50 PM
c)
2:20 PM
d)
2:30 PM
6.
TSev 4 tickets have 24 hours Update Latency period
a)
True
b)
False
7.
What is the meaning of below picture?
a)
Update Latency SLA already breach for 1 hour
b)
Update Latency SLA will breach in 1 hour
c)
Notification will be received in 1 hour
d)
Timer has ended
e)
Notification already received 1 hour ago
8.
What is the correct step for restarting timer with Sweethawk?
a)
Customer send message > Timer reset > Agent need to reply
b)
Notification received > Agent give update via Public reply/Internal note > Timer start/reset
c)
Notification received > reset timer > agent reply customer
d)
customer send message > timer start > agent reply
9.
When you're trying to update customer, turned out product team is still investigating the issue of customer. What would be the correct next steps for you to do?
a)
Ask ETA to product team
b)
Reply customer saying we're still investigating
c)
Put internal note only to monitor product team resolution
d)
Follow up to related product team
e)
Reply customer only if resolution already available
10.
There's ticket created at 11.30 AM that was assigned as TSev 2. Agent then escalate and put ticket as on-hold at 11.40 AM after self-assessment. When should we escalate the ticket to CS managers?
a)
Right after escalation at 11.40 AM
b)
At 12.30 AM
c)
After TL validate the ticket
d)
At 3.40 PM
e)
At 3.30 PM
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