Is Remedy Competency Quiz

17 Questions

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Competency Quizzes & Trivia

This test is to evaluate your knowledge and practices within Remedy.


Questions and Answers
  • 1. 
    What Type of "EVENTS" can be opened in Remedy?
    • A. 

      Request for Service

    • B. 

      Problem Ticket

    • C. 

      Request for Change

    • D. 

      A and B

    • E. 

      A, B and C

  • 2. 
    When is the "Acknowledge Event" button used?
    • A. 

      When a ticket is assigned

    • B. 

      When a ticket is Transferred

    • C. 

      When a technician accepts ticket

    • D. 

      When a ticket is re-routed

  • 3. 
    • A. 

      When a client reports there is a problem with a device

    • B. 

      When a client wants something new or something changed

    • C. 

      When a Program is installed

    • D. 

      When a phone needs fixing

    • E. 

      When something is broken

  • 4. 
    All tickets by default are opened as what?
    • A. 

      Problem

    • B. 

      RFS

    • C. 

      There's a default?

  • 5. 
    Describe Pending Status
    • A. 

      After a Ticket is Acknowledged, place in Pending

    • B. 

      When you are on your way to take care of a problem.

    • C. 

      Pending is appropriately used when the end user understands it will take more than a few minutes to fix the problem.

    • D. 

      Pending is used when there is something that is keeping the Technician or Anaylst from performing their duties to complete the RFS or Problem Ticket.

  • 6. 
    What is WIP? And when should it be used?
    • A. 

      WIP means Work in Progress. And it is used when there is nothing else to do.

    • B. 

      WIP mean Work in Progress, and is used when an analyst or technician has acknowledge ticket or has been assigned a ticket. And is working on the issue.

  • 7. 
    When Pending is utilized, what else must be notated within the ticket?
    • A. 

      "Other", then I don't have to put the reason why

    • B. 

      The reason for Pending and I must notate a valid reason in the ticket.

    • C. 

      I just have to choose something like Vendor or Other to stop the clock and I can get to the ticket later.

    • D. 

      The reason for Pending ie: Customer, Other, Vendor etc. And include a valid reason.

    • E. 

      B and D

  • 8. 
    WIP
    • A. 

      WIP, does keep track of the time of how long this ticket takes to be resolved

    • B. 

      WIP, does not keep track of the time of how long this ticket takes to be resolved

  • 9. 
    "Pending" stops the clock while in the Pending Status
    • A. 

      True

    • B. 

      False

  • 10. 
    Using the "On Site Arrival" time stamps when Technician or Analyst arrived on site
    • A. 

      True

    • B. 

      False

  • 11. 
    Customer Contact button should be used when contact is made with the customer.
    • A. 

      False

    • B. 

      True

  • 12. 
    For a P1 ticket, what is the acceptable response time to a P1 page?
    • A. 

      30 minutes

    • B. 

      10 minutes

    • C. 

      20 minutes

    • D. 

      1 hour

  • 13. 
    What is the SLA for Resolution time for a P1?
    • A. 

      1 business day

    • B. 

      2 business day

    • C. 

      1 hour

    • D. 

      4 hours

  • 14. 
    P1P2P3
    • A. 

      P1 means 1 day, P2 means 2 days, P3 means 3 weeks if you put in Pending

    • B. 

      These are status' for Priority tickets

    • C. 

      P1, P2 and P3 are Priority Status'

  • 15. 
    At the Help Desk, a Priority 1 ticket can only be opened by a user that can prove that the problem is affecting patient care or financials.
    • A. 

      True

    • B. 

      False

  • 16. 
    The Help Desk analyst must verify all demographics before routing to any Department.
    • A. 

      True

    • B. 

      False

  • 17. 
    It is the Help Desk's responsibility to update the Routing Matrix.
    • A. 

      True

    • B. 

      False