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WorksheetsSweetHawk Refresher
Total questions: 14
Worksheet time: 10mins
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 things we need to do during sweeping ticket, except
a)
Prioritize new incoming ticket
b)
Review Ticket Severity Level Field
c)
Update pending by and pending since field
d)
Provide comprehensive TLDR
e)
Give update to customer
3.
Support should be the one that attending Sweethawk notification
a)
True
b)
False
4.
How can the timers 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 put internal note and 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)
15:00:00
b)
14:50:00
c)
14:20:00
d)
14:30:00
6.
TSev 4 tickets have 24 hours Update Latency period
a)
True
b)
False
7.
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
8.
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
9.
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
10.
We need to escalate ticket with high TSev level in #cs-warrior
a)
True
b)
False
11.
Below are the responsibilities of Sweeper(ID) or (Swuffer) shift
a)
Create problem ticket
b)
Validate TSL assigned in Incident ticket
c)
Attending #cs-escalation-alert
d)
Mute Sweethawk Notification
e)
Sweep >36 hours Zendesk View
12.
When will we start including TSL in Ticket field accuracy for QA?
a)
October Ticket
b)
November Ticket
c)
December Ticket
13.
What is the meaning of the 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
14.
Please share your feedback for this session. Thank you!
(avoid pressing "Enter" when filling the feedback ya)
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