Sspa Certification - General Customer Support Quiz #1

7 Questions | Total Attempts: 49

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Customer Support Quizzes & Trivia

This quiz is to be taken by those attending Caroline's "knowlege transfer" sessions to prepare for the upcoming SSPA Certification audit.


Questions and Answers
  • 1. 
    Where can you find a list of all incidents opened for a customer?
    • A. 

      Within the Contact under "Additional Information"

    • B. 

      Within the Account record under "Incidents"

    • C. 

      In the Documents tab

    • D. 

      On the Home page, under "Recent Items"

  • 2. 
    What can you find in the new Support Training site?
    • A. 

      Recordings of past training sessions

    • B. 

      A section for New Hires

    • C. 

      A section for Quizzes

    • D. 

      A section on Soft Skills

    • E. 

      All of the above

  • 3. 
    How can you distinguish if a customer is an Enhanced Support customer?
    • A. 

      You call the Account Managaement team

    • B. 

      Go in the Account to see the support level

    • C. 

      Go on the TIP Customer Support Processes Site

    • D. 

      It is not possible to know this, only Finances knows

  • 4. 
    If you want to have access to a recorded training session that was given during the weekly support training period, you can access the new Support Training TIP site.
    • A. 

      True

    • B. 

      False

  • 5. 
    A list of SMEs (Subject Matter Experts) is available, which includes the contacts the SMEs can talk to in other teams.
    • A. 

      True

    • B. 

      False

  • 6. 
    There is no written process yet on Transferred to R&D (Dup).
    • A. 

      True

    • B. 

      False

  • 7. 
    How can you find out if a customer has an Entitlement assigned to them and what the name of that Entitlement is?
    • A. 

      Within the "Entitlements" block within the account record

    • B. 

      Within the Contact under "Additional Information"

    • C. 

      On the Home page, under "Recent Items"

    • D. 

      In the Documents tab