Free Printable January Assessment

Worksheets

January Assessment

Total questions: 15

Worksheet time: 8mins

Name

Class

Date

If the Contact Details were not shown after setting up the account.

What should you do?

Raise INC and provide the screenshot to IT team

Leave a Clear Note in the Post

For GSD Case Type

Agents were able to handover the case to other relevant team (Exp: GNO Team // CE Team // Billing Team)

True

False

Power BCM report only support for customer's who have AC Circuits

True

False

If customer is facing ECP Portal Issue, GSD should raise an INC with the customer provided screenshot error for the IT team to further investigate

True

False

For Cross Connect Deinstall : Customer request to amend the Effective Date as Agent submit the ticket wrongly. Agent should change the Effective Date while the ticket in Quote Status

True

False

Resolution Note: "Proceed to soft close this case as it was no action needed from Service Desk. If there is any inquiries, please reopen this case" Is this the correct way to leave note

Correct

Incorrect

In every email we reply to the customer, we should add the Order Type & Order Details.

True

False

We should set Pending 48 hours when we were waiting for customer response

True

False

For ECM Spam case, we may resolve the case by choosing Resolution Code: SPAM Resolution Sub Code: SPAM

True

False

10.

Expedite Smart Hand ticket submitted from ECP // CSC Portal does not need Service Desk agent to call and inform the site team

True

False

11.

Trouble Ticket submitted from CSC need to call and inform the site team

True

False

12.

Customer request to change the Ports for a newly completed Cross Connect How may we proceed?

Trouble Ticket

Deinstall and Reinstall

13.

After completing a NCC Provisioning, GSD must leave a post note in the case mentioning the action taken

True

False

14.

Equinix Fabric Remote Port submitted from customer portal can be configured by Service Desk Agent

True

False

15.

A non-registered user provided a Valid Serial Number mentioning the circuit is flapping.

What should GSD do in the first place?

Submit a Trouble Ticket with the correct organization

Reach out to the Master Administrator for approval

Send an email to the sender mentioning he was non registered

Reach out to the CSM of record for approval

100 %

January Assessment

Total questions: 15

Worksheet time: 8mins

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