WorksheetsVNM CARE Refresher May 25
Total questions: 7
Worksheet time: 4mins
When should we verify Desired Outcome?
When submitter provide us with technical DO
Desired outcome should always be verified
When desired outcome is out of GH scope
When Teams chat should be attached to GetHelp portal?
Every 3 days.
Before closing the case.
On a daily basis as it occurs.
It depends on the conversation
When should we clarify the next step action plan and the next update date?
In the acknowledgment email and in every follow up email.
In every follow up email.
In the acknowledgment email.
In which of the following scenarios we can override Priority?
Low business impact, where action is pending on customer
Engineer is actively working with customer no blocker. But submitter constantly asks for updates
When DTM is met
When submitter/customer became inactive
All parties are involved, the case pending on PG with no ETA
The SEM promised to reach out the Submitter on Monday; nevertheless, he forgot about the agreement and decides to send an email on Tuesday. How should the SEM proceed on Tuesday after missing the agreement?
Send a normal email on Tuesday, do not mention the missed commitment to avoid customer dissatisfaction and proceed to provide an update.
Send a normal email on Tuesday, acknowledge the missed commitment by apologizing and proceed to provide an update.
SEM gets assigned to a GetHelp case wherein the prioritization of a support ticket is requested. The SEM checked DfM and saw that the SE is actively engaging with the customer. SEM decided to mark DTM at that point.
Is this correct?
Yes
No
SEM wanted to provide the update on the SR progress: “The assigned Engineer has not attempted to communicate with you since then, despite your follow-up on April 14th". Is this good to say so?
Yes. We need to be transparent with Sub/Cx.
No. This should be improved.
