WorksheetsQA Olympic Champion Jul 24
Total questions: 5
Worksheet time: 3mins
How many mistakes can you spot in the sentence below:
Based on our teams conversation, the outcome of the GetHelp is as follow:
Customer requested for an extra 30 days Grace Period extension. I had successfull proceeded the extension request on the licenses under their enrollment 888xxx until August 1st 2024.
We will proceed with archiving this gethelp case. If you need additional assistance, don't hesitate to reach out by replying all to this email so we can resume our work on this case.
Your survey is important to us. After this interaction you will receive a separate closure email with an opportunity to tell us about your experience.
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What is the program designed for IM+, CSAM, CMAT to escalate Support cases within support/engineering teams for Unified (Premier) customer?
(a)
When handling Strategic Customer cases, what additional step should we do?
Fill in the Exec status summary field.
Change the case status to Solution in development.
Override the case priority to Priority 0.
Contact the external customer.
When should we clarify the next step action plan and the next update date?
In the acknowledgment email.
In the final response email.
In every follow up email.
In the acknowledgment email and in every follow up email.
When handling Unified cases, before synchronizing with IM+, we should always do the following steps:
Fully scope the issue and the desired outcome.
Create a Teams group chat with IM+ and CSAM.
Guided the submitter to use Escalate Now next time for Unified cases.
Clarify if Escalate Now had been used and what was the result.
