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.
- 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?
- 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
- 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
- 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
- 8.What Urgency should you never assign in an IA?
- A.
Resolve Immediately
- B.
Urgent
- C.
Not Urgent
- D.
Important
- 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
- 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
- 12.Which Department handles the replacement of mice, keyboard, headsets and printers?
- A.
Withdrawals & Returns
- B.
Enrollment
- C.
Fulfillment
- D.
Student Tech Support
- 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
- 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
- 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
- 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
- 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
- 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
- 23.Identify the assets that would be listed in AssetAware
- A.
Desktop
- B.
Mouse
- C.
Keyboard
- D.
Monitor
- E.
Printer
- F.
Router
- G.
Laptop
- 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?
.PNG "Review the following IA that was created to return a damaged desktop via a UPS pickup. Select any fields that are incorrect.")
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