3. Issue Aware, Call Tag And Withdrawals Quiz

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3. Issue Aware, Call Tag And Withdrawals Quiz - 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. 

    What is the daily cut-off time for all Call Tag requests?

    Correct Answer
    4 PM
    4:00 PM
    4PM
    Explanation
    The daily cut-off time for all Call Tag requests is at 4 PM, 4:00 PM, or 4PM. This means that any Call Tag requests made after this time will not be processed until the next business day. It is important to submit Call Tag requests before the cut-off time to ensure timely processing.

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  • 3. 

    Briefly explain why IssueAware tickets are created or updated for all reported technical issues.

  • 4. 

    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

    Correct Answer
    C. Check to see if there is an open IA on the same issue, and if so, update that IA
    Explanation
    Before creating a new IssueAware ticket, it is important to check if there is already an open IA on the same issue. If there is an existing IA, it is recommended to update that IA instead of creating a new one. This helps in avoiding duplication of tickets and ensures that all relevant information is consolidated in one place.

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  • 5. 

    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?

  • 6. 

    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

    Correct Answer(s)
    B. Creating a Call Tag
    D. Troubleshooting a Connexus issue on a personal computer that the student uses for school
    Explanation
    You would create an IssueAware ticket in the situation of creating a Call Tag because it involves a specific request related to an issue or problem with a product or service. Similarly, you would create an IssueAware ticket when troubleshooting a Connexus issue on a personal computer that the student uses for school because it also involves identifying and resolving an issue with the Connexus software on a specific device. Both situations require tracking and documenting the problem for further investigation and resolution.

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  • 7. 

    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

    Correct Answer
    D. Package the equipment securely for return, however you may be held liable for any damage to the equipment during transit
  • 8. 

    What Urgency should you never assign in an IA?

    • A.

      Resolve Immediately

    • B.

      Urgent

    • C.

      Not Urgent

    • D.

      Important

    Correct Answer
    A. Resolve Immediately
    Explanation
    The urgency "Resolve Immediately" should never be assigned in an IA because it implies that the task needs to be addressed and resolved immediately, which may not be feasible or necessary for all tasks. Assigning this urgency to every task can lead to a lack of prioritization and may cause unnecessary stress and pressure on the team. It is important to differentiate between tasks that require immediate attention and those that can be addressed at a later time.

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  • 9. 

    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.

  • 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

    Correct Answer
    C. System - CA Withdrawals and Returns, Component - Tech Returns, Type - Equipment Repair/Replacement
    Explanation
    The correct answer is System - CA Withdrawals and Returns, Component - Tech Returns, Type - Equipment Repair/Replacement. This is because CA Withdrawals and Returns is the appropriate system for handling returns and withdrawals, Tech Returns is the specific component for returning technology items, and Equipment Repair/Replacement is the type of service needed for the returned item.

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  • 11. 

    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

    Correct Answer
    B. False
    Explanation
    A family cannot 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. This means that the statement is incorrect and the answer is False.

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  • 12. 

    Which Department handles the replacement of mice, keyboard, headsets and printers?

    • A.

      Withdrawals & Returns

    • B.

      Enrollment

    • C.

      Fulfillment

    • D.

      Student Tech Support

    Correct Answer
    C. Fulfillment
    Explanation
    Fulfillment is the correct answer because this department is responsible for handling the replacement of mice, keyboards, headsets, and printers. They ensure that the necessary equipment is provided to the users and manage the inventory of these items. This department takes care of fulfilling the hardware needs of the organization or institution.

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  • 13. 

    What are the hours and days that UPS will attempt to pickup equipment?How many attempts will UPS make?

  • 14. 

    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

    Correct Answer
    B. False
    Explanation
    When replacing a printer, you do not need to set up a Call Tag to return the non-working printer. This statement is false. A Call Tag is a shipping label provided by the manufacturer or service provider to facilitate the return of a faulty or non-working printer. However, in many cases, when replacing a printer, the manufacturer or retailer may not require a Call Tag and instead provide instructions for returning the non-working printer or may arrange for a pickup through a courier service.

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  • 15. 

    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?

  • 16. 

    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

    Correct Answer
    A. The person currently handling the call and is updating the IA
    Explanation
    The person currently handling the call and updating the IA is responsible for correcting mistakes. This is because they have the most up-to-date information and are actively working on the IA, making them the most knowledgeable about any errors that need to be corrected.

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  • 17. 

    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?

  • 18. 

    Explain why is it important that the correct System, Component and Type are used when creating an IA.

  • 19. 

    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

    Correct Answer
    B. If the caller calls back about the same issue within 5 business days of the IA being closed
    Explanation
    If the caller calls back about the same issue within 5 business days of the IA being closed, the IA should be reopened. This suggests that there is a time limit for reopening an IA, and it is specifically within 5 business days of the initial closure.

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  • 20. 

    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

    Correct Answer
    L. None, the IA was created correctly
  • 21. 

    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

    Correct Answer(s)
    A. Name
    C. Location
    D. Component
    E. Type
    F. Status
    G. Urgency
    H. Due Date
    J. Reporters
    K. Affectees
  • 22. 

    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

    Correct Answer(s)
    C. Location
    J. Affectees
  • 23. 

    Identify the assets that would be listed in AssetAware

    • A.

      Desktop

    • B.

      Mouse

    • C.

      Keyboard

    • D.

      Monitor

    • E.

      Printer

    • F.

      Router

    • G.

      Laptop

    Correct Answer(s)
    A. Desktop
    D. Monitor
    E. Printer
    G. Laptop
    Explanation
    The assets that would be listed in AssetAware are Desktop, Monitor, Printer, and Laptop. These items are all physical devices that can be categorized as assets in a system or inventory. The Mouse, Keyboard, and Router are not mentioned in the answer, so they would not be included in the list of assets in AssetAware.

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  • 24. 

    If a family reports that an item that is listed in OrderAware was not received, what actions would you take?

  • 25. 

    Under which overview should you create a Call Log entry? Location or User?

    Correct Answer(s)
    Location
    location overview
    Explanation
    When creating a Call Log entry, it is recommended to do it under the "Location" overview. This means that the entry should be associated with the specific location where the call took place. By categorizing the entry under the location overview, it becomes easier to track and analyze call activities specific to that particular location. This can provide valuable insights into call patterns, performance, and any location-specific trends that may be relevant for analysis and decision-making.

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  • 26. 

    Which system lists the materials that have been ordered for students?

    • A.

      AssetAware

    • B.

      Location Manager

    • C.

      OrderAware

    • D.

      User Manager

    Correct Answer
    C. OrderAware
    Explanation
    OrderAware is the system that lists the materials that have been ordered for students. This system is specifically designed to manage and track orders, making it the most suitable option for keeping a record of the materials that have been ordered for students. The other systems mentioned, AssetAware, Location Manager, and User Manager, do not have the primary function of managing orders and therefore would not be the appropriate choice for this task.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 14, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 01, 2013
    Quiz Created by
    ConnexusTechSupp
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