3. Issue Aware, Call Tag and Withdrawals Quiz

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Quizzes Created: 2 | Total Attempts: 198
| Attempts: 84 | Questions: 17 | Updated: Jun 22, 2025
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Question 1 / 18
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1. Under which overview should you create a Call Log entry? Location or User?

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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About This Quiz
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.

2.

What first name or nickname would you like us to use?

You may optionally provide this to label your report, leaderboard, or certificate.

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

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. What should you always check prior to creating a new IssueAware ticket?

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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4. Select 2 situations where you would create an IssueAware ticket.

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

Explanation

not-available-via-ai

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6. What Urgency should you never assign in an IA?

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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7. What are the correct System, Component and Type for a Call Tag?

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

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

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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10. Who is responsible for correcting mistakes (such as the title, description, Reporters, Affectees, etc.) when updating an existing 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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11. Under which of the below circumstance should you reopen an IA?

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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12. 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.

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

Explanation

not-available-via-ai

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

Explanation

not-available-via-ai

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15. Identify the assets that would be listed in AssetAware

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

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

Explanation

not-available-via-ai

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Under which overview should you create a Call Log entry? Location or...
What is the daily cut-off time for all Call Tag requests?
What should you always check prior to creating a new IssueAware...
Select 2 situations where you would create an IssueAware ticket.
If a parent tells you that they do not have the original boxes to...
What Urgency should you never assign in an IA?
What are the correct System, Component and Type for a Call Tag?
Which Department handles the replacement of mice, keyboard, headsets...
True or False: When replacing a printer, you need to set up a Call Tag...
Who is responsible for correcting mistakes (such as the...
Under which of the below circumstance should you reopen an IA?
True or False: A family can waive and return a monitor anytime during...
Review the following IA that was created to have a damaged desktop...
Review the following IA that reports an issue with connecting a CA...
Identify the assets that would be listed in AssetAware
Which system lists the materials that have been ordered for students?
Review the following IA that was created to return a damaged desktop...
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