3. Issue Aware, Call Tag And Withdrawals Quiz

26 Questions | By ConnexusTechSupp | Last updated: Jul 25, 2014 | Total Attempts: 64

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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?