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.
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System - Student Tech Support, Component - Hardware Issue, Type - Hardware - Desktop Damaged
System - Student Tech Support, Component - Other, Type - Other
System - CA Withdrawals and Returns, Component - Tech Returns, Type - Equipment Repair/Replacement
System - Fulfillment, Component - Student Equipment, Type - Equipment Repair/Replacement
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True
False
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There is nothing to check prior to creating a new IA
Ensure you use the proper System, Component and Type
Check to see if there is an open IA on the same issue, and if so, update that IA
Set the Due Date for the next business day
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Transferring call to Enrollment with no technical support provided
Creating a Call Tag
Family that does not have a Connexus account is asking for technical information on a CA computer
Troubleshooting a Connexus issue on a personal computer that the student uses for school
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Package the system best as possible and return it
We cannot accept the return due to the packaging being lost or discarded
We can send replacement packing materials to you at a cost of $25
Package the equipment securely for return, however you may be held liable for any damage to the equipment during transit
Resolve Immediately
Urgent
Not Urgent
Important
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Withdrawals & Returns
Enrollment
Fulfillment
Student Tech Support
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The person currently handling the call and is updating the IA
The original owner
Ryan Mawn or Joe Geho
Quality and Training
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Never. IAs remain closed once they are closed
If the caller calls back about the same issue within 5 business days of the IA being closed
If the caller calls back to report the same issue, regardless of when the IA was closed
As long as the caller provides an IA number, even if the issue was closed several weeks ago
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True
False
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Name
System
Location
Component
Type
Status
Urgency
Due Date
Owner
Reporters
Affectees
None, the IA was created correctly
Name
System
Location
Component
Type
Status
Urgency
Due Date
Owner
Reporters
Affectees
None, the IA was created correctly
Name
System
Location
Component
Type
Status
Urgency
Owner
Reporters
Affectees
None, the IA was created properly
Desktop
Mouse
Keyboard
Monitor
Printer
Router
Laptop
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AssetAware
Location Manager
OrderAware
User Manager
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Quiz Review Timeline (Updated): Jun 28, 2024 +
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