If you have any questions, please raise your hand for assistance.

You will have 1 hour to complete the assessment.  There are five call scenarios.

Take your time with each question.  There is no rush.

Use Guided Assistance in RightNow, the SSC and SharePoint to find the correct answer to each question.

DO NOT MAP THE CID TO RIGHTNOW.  INSTEAD OPEN A BLANK INCIDENT.

Type the correct answer in the answer box.

Double check your work before submitting.

DO NOT CHANGE ANY INFORMATION IN THE CIDs USED.

Once you finish, check your answers and then go back through Guided Assistance to find the correct answer to each question you missed.I

f there is still time after you finish going through your answers, raise your hand and the trainer will give you a link to different assessment.