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WorksheetsGetHelp Quality Refresher
Total questions: 12
Worksheet time: 10mins
How often Case Notes should be updated?
Based on priority
Daily
Whenever there is update
Before closing the case
As a part of TCO, what is a correct flow of case scoping?
Chat → Chat if not available to call → Check case history on DFM and GH tool → Check attachment → Send scoping email
Check case history → Check attachment → Call /Chat to confirm information and desired Outcome → Send scoping email
Check case history → Check attachment → Send scoping email → Chat
In which scenario, SEMs are allowed to not initiate Teams contact as a part of TCO?
0 SR cases
Out of Scope cases
Unmanaged cases
Teams contact is always required
Why is it important to set expectations on Next Status Update date and next course of actions?
To comply with MSFT policy
To not get a score down from QAs
To show our credibility to submitter/customer
There is no need to do it
When Next Status Update date expectation should be set?
In Ack email
In Status Update email
In Ack and Status Update email
In Ack, Status Update and Closure email
What is grammatically correct sentence?
Per checked with you via teams, gethelp team is unable to help and will now disengage.
Per checked with you via teams, GetHelp team will now disengage and you will engage with ABC, who is the most appropriate team to address your queries.
As per our communication via Teams, get help case will be temp archived and you will engage with ABC, who is the most appropriate team to address your queries
As per our communication via Teams, GetHelp team will now disengage and you will engage with ABC, who is the most appropriate team to address your queries.
Desired outcome: Engineer assignment
Current status: Engineer is assigned and is working on the case. Issue is not resolved yet, however, permission to close GetHelp was granted as desired outcome was met.
What should we select as Resolution?
Customer's Request Not Resolved - Issue ongoing [Case associated to internal systemic issue tracking]
Case Rerouted Or Case Out Of Scope - Redirected non-Premier Account Team to Support
Customer's Request Fully Resolved - Expedited Existing Request
Customer's Primary Request - Not Resolved, Alternative Resolution Provided - Other - Specify in Primary Outcome Additional Details
What do you need to do if you missed sending update on promised day?
Document in GetHelp case notes and acknowledge the delay in the next update email to submitter/customer
Apologize to the submitter/customer about the delay
Document the reason of delay in GetHelp case notes
No action needed
Each escalation should go through status "Open - Solution in Development" to confirm the DTM is met:
True - all escalations should go through DTM process
False - some escalations don't require SME engagement
N/A
How DTM note should be added to case notes?
DTM note should be added separately when DTM is met.
DTM note can be added anytime during case life.
DTM note should be combined with case update note and added on the same day when case status was changed to "Solutions in Development".
DTM should be added before case closure.
Case is Out of Scope. The SEM shares the correct path and suggest that the submitter reaches out to that alias. However, the submitter didn’t respond yet and remains unresponsive for a while
Was DTM met?
Yes, DTM was met
No, DTM was not met
In Teams chat, SEM promoted survey with the following sentence: Your feedback is important to us. After this interaction you will receive a survey with an opportunity to tell us about your experience with Recovery team
Is this correct?
No, SEMs are not allowed to promote survey via Teams
No, SEM did not use a correct script
No, SEM should not promote survey via Teams and used incorrect script
Yes, SEMs are allowed to promote survey via emails and Teams
