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SD SOPs for TSEs Calling Practices

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Questions and Answers

Who should answer live calls in the absence of RTS engineers?

Primary engineer

SD engineer (correct)

Any available engineer

The client themselves

What should SD do if a client calls about an old ticket and the primary engineer is occupied?

Ask the client to call back later

Transfer the call to any available engineer

Create a new ticket for the client

Commit a callback as soon as the concerned engineer is free (correct)

What should be done in case of a missed call during business hours?

Wait for the client to call back

Send an email to the client immediately

Transfer the call to another engineer

Call back as soon as possible and update it internally through an email (correct)

What should be ensured when addressing client issues in tickets?

That only one issue is being addressed in a single ticket Signup and view all the answers

What should be done daily for all tickets in the queue?

Verify every single ticket Signup and view all the answers

When should the second ticket be assigned to an engineer?

After assigning the first ticket to all engineers Signup and view all the answers

What is the primary purpose of reviewing efficiency reports in PSA?

To optimize resource utilization Signup and view all the answers

What type of support can be provided by FSEs on an ad-hoc basis?

Onsite support Signup and view all the answers

When scheduling a Field Service Engineer (FSE), what should be considered?

The FSE's skills, commute logistics, and lunch break Signup and view all the answers

What should be done when a Field Service Engineer (FSE) is running late?

Inform the client immediately Signup and view all the answers