3. Issue Aware, Call Tag And Withdrawals Quiz

26 Questions | Total Attempts: 64

SettingsSettingsSettings
Please wait...
3. Issue Aware, Call Tag And Withdrawals Quiz

This quiz is to test your understanding of the IssueAware creation, modification and escalation process. IMPORTANT: Checking more than the indicated number of boxes in select questions will result in 0 (zero) points for the entire question.


Questions and Answers
  • 1. 
    What is a Call Tag?Where is the Call Tag Template located?
  • 2. 
    Briefly explain why IssueAware tickets are created or updated for all reported technical issues.
  • 3. 
    When requesting for UPS labels to be mailed to a family via USPS and the time is earlier than 4pm, what would the Due Date in the IA be?Which department would the IA be assigned to?
  • 4. 
    Explain why it is necessary to add Reporters and Affectees in every IA. Explain why it is necessary to add appropriate Stakeholders in every IA.
  • 5. 
    What are the hours and days that UPS will attempt to pickup equipment?How many attempts will UPS make?
  • 6. 
    Who should always be added to IAs as the Reporter? Who should always be added to IAs as the Affectee? Who should always be manually added to the IA as a Stakeholder for sectioned students?
  • 7. 
    Who takes ownership of an IA assigned to a Student Tech Support agent when there is a callback with an issue that is directly related to the originally reported issue?
  • 8. 
    Explain why is it important that the correct System, Component and Type are used when creating an IA.
  • 9. 
    If a family reports that an item that is listed in OrderAware was not received, what actions would you take?
  • 10. 
    What are the correct System, Component and Type for a Call Tag?
    • A. 

      System - Student Tech Support, Component - Hardware Issue, Type - Hardware - Desktop Damaged

    • B. 

      System - Student Tech Support, Component - Other, Type - Other

    • C. 

      System - CA Withdrawals and Returns, Component - Tech Returns, Type - Equipment Repair/Replacement

    • D. 

      System - Fulfillment, Component - Student Equipment, Type - Equipment Repair/Replacement

  • 11. 
    True or False: When replacing a printer, you need to set up a Call Tag to return the non-working printer
    • A. 

      True

    • B. 

      False

  • 12. 
    What is the daily cut-off time for all Call Tag requests?
  • 13. 
    What should you always check prior to creating a new IssueAware ticket?
    • A. 

      There is nothing to check prior to creating a new IA

    • B. 

      Ensure you use the proper System, Component and Type

    • C. 

      Check to see if there is an open IA on the same issue, and if so, update that IA

    • D. 

      Set the Due Date for the next business day

  • 14. 
    Select 2 situations where you would create an IssueAware ticket.
    • A. 

      Transferring call to Enrollment with no technical support provided

    • B. 

      Creating a Call Tag

    • C. 

      Family that does not have a Connexus account is asking for technical information on a CA computer

    • D. 

      Troubleshooting a Connexus issue on a personal computer that the student uses for school

  • 15. 
    If a parent tells you that they do not have the original boxes to return their equipment, how should you respond?
    • A. 

      Package the system best as possible and return it

    • B. 

      We cannot accept the return due to the packaging being lost or discarded

    • C. 

      We can send replacement packing materials to you at a cost of $25

    • D. 

      Package the equipment securely for return, however you may be held liable for any damage to the equipment during transit

  • 16. 
    What Urgency should you never assign in an IA?
    • A. 

      Resolve Immediately

    • B. 

      Urgent

    • C. 

      Not Urgent

    • D. 

      Important

  • 17. 
    True or False: A family can waive and return a monitor anytime during the school year and keep the CA desktop computer if they choose not to use the monitor anymore.
    • A. 

      True

    • B. 

      False

  • 18. 
    Which Department handles the replacement of mice, keyboard, headsets and printers?
    • A. 

      Withdrawals & Returns

    • B. 

      Enrollment

    • C. 

      Fulfillment

    • D. 

      Student Tech Support

  • 19. 
    Who is responsible for correcting mistakes (such as the title, description, Reporters, Affectees, etc.) when updating an existing IA?
    • A. 

      The person currently handling the call and is updating the IA

    • B. 

      The original owner

    • C. 

      Ryan Mawn or Joe Geho

    • D. 

      Quality and Training

  • 20. 
    Under which of the below circumstance should you reopen an IA?
    • A. 

      Never. IAs remain closed once they are closed

    • B. 

      If the caller calls back about the same issue within 5 business days of the IA being closed

    • C. 

      If the caller calls back to report the same issue, regardless of when the IA was closed

    • D. 

      As long as the caller provides an IA number, even if the issue was closed several weeks ago

  • 21. 
    Review the following IA that was created to return a damaged desktop via a UPS pickup. Select any fields that are incorrect.
    • A. 

      Name

    • B. 

      System

    • C. 

      Location

    • D. 

      Component

    • E. 

      Type

    • F. 

      Status

    • G. 

      Urgency

    • H. 

      Due Date

    • I. 

      Owner

    • J. 

      Reporters

    • K. 

      Affectees

    • L. 

      None, the IA was created correctly

  • 22. 
    Review the following IA that was created to have a damaged desktop returned via a UPS pickup. Select any fields that are incorrect.
    • A. 

      Name

    • B. 

      System

    • C. 

      Location

    • D. 

      Component

    • E. 

      Type

    • F. 

      Status

    • G. 

      Urgency

    • H. 

      Due Date

    • I. 

      Owner

    • J. 

      Reporters

    • K. 

      Affectees

    • L. 

      None, the IA was created correctly

  • 23. 
    Review the following IA that reports an issue with connecting a CA Desktop to a wireless network. Select all the fields that are incorrect.
    • A. 

      Name

    • B. 

      System

    • C. 

      Location

    • D. 

      Component

    • E. 

      Type

    • F. 

      Status

    • G. 

      Urgency

    • H. 

      Owner

    • I. 

      Reporters

    • J. 

      Affectees

    • K. 

      None, the IA was created properly

  • 24. 
    Identify the assets that would be listed in AssetAware
    • A. 

      Desktop

    • B. 

      Mouse

    • C. 

      Keyboard

    • D. 

      Monitor

    • E. 

      Printer

    • F. 

      Router

    • G. 

      Laptop

  • 25. 
    Under which overview should you create a Call Log entry? Location or User?
Back to Top Back to top