Sspa Certification - General Customer Support Quiz #1

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| By Atessier
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Sspa Certification - General Customer Support Quiz #1 - Quiz


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"

    Correct Answer
    B. Within the Account record under "Incidents"
    Explanation
    Within the Account record under "Incidents" is the correct answer because the Account record contains all the information related to a customer, including any incidents that have been opened for them. By accessing the Account record, one can easily find a list of all incidents associated with that particular customer.

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  • 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

    Correct Answer
    E. All of the above
    Explanation
    The new Support Training site includes recordings of past training sessions, a section for New Hires, a section for Quizzes, and a section on Soft Skills. This means that all of the mentioned options can be found in the new Support Training site.

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  • 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

    Correct Answer
    B. Go in the Account to see the support level
    Explanation
    To distinguish if a customer is an Enhanced Support customer, you can check the support level by going into the account. This means accessing the customer's account information and looking for details or indicators that specify the level of support they are entitled to. By reviewing the account, you can determine whether the customer is an Enhanced Support customer or not.

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  • 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

    Correct Answer
    A. True
    Explanation
    The explanation for the correct answer being "True" is that the statement implies that if someone wants access to a recorded training session that was given during the weekly support training period, they can do so by accessing the new Support Training TIP site. This suggests that the site provides access to the recorded training sessions, making the statement true.

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  • 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

    Correct Answer
    A. True
    Explanation
    The statement is true because it states that a list of Subject Matter Experts (SMEs) is available, and this list includes the contacts that the SMEs can talk to in other teams. This implies that there is a resource or database of experts who can provide knowledge and assistance in specific subject areas, and they have connections or access to individuals from different teams, indicating a network of expertise and collaboration within the organization.

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  • 6. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement "There is no written process yet on Transferred to R&D (Dup)" is false. This means that there is a written process in place for transferring to R&D (Dup).

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  • 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

    Correct Answer
    A. Within the "Entitlements" block within the account record
    Explanation
    You can find out if a customer has an Entitlement assigned to them and the name of that Entitlement within the "Entitlements" block within the account record. This means that by accessing the customer's account record, you can navigate to the "Entitlements" section to view the assigned Entitlement and its name.

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  • Current Version
  • Jun 09, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 14, 2008
    Quiz Created by
    Atessier
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