10 Questions
Who should answer live calls in the absence of RTS engineers?
SD engineer
What should SD do if a client calls about an old ticket and the primary engineer is occupied?
Commit a callback as soon as the concerned engineer is free
What should be done in case of a missed call during business hours?
Call back as soon as possible and update it internally through an email
What should be ensured when addressing client issues in tickets?
That only one issue is being addressed in a single ticket
What should be done daily for all tickets in the queue?
Verify every single ticket
When should the second ticket be assigned to an engineer?
After assigning the first ticket to all engineers
What is the primary purpose of reviewing efficiency reports in PSA?
To optimize resource utilization
What type of support can be provided by FSEs on an ad-hoc basis?
Onsite support
When scheduling a Field Service Engineer (FSE), what should be considered?
The FSE's skills, commute logistics, and lunch break
What should be done when a Field Service Engineer (FSE) is running late?
Inform the client immediately
Test your knowledge of the Standard Operating Procedures (SOPs) for Technical Support Engineers (TSEs) regarding calling practices, including clear communication with clients and call handling protocols.
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