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Questions and Answers
Who should answer live calls in the absence of RTS engineers?
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?
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?
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?
What should be ensured when addressing client issues in tickets?
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What should be done daily for all tickets in the queue?
What should be done daily for all tickets in the queue?
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When should the second ticket be assigned to an engineer?
When should the second ticket be assigned to an engineer?
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What is the primary purpose of reviewing efficiency reports in PSA?
What is the primary purpose of reviewing efficiency reports in PSA?
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What type of support can be provided by FSEs on an ad-hoc basis?
What type of support can be provided by FSEs on an ad-hoc basis?
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When scheduling a Field Service Engineer (FSE), what should be considered?
When scheduling a Field Service Engineer (FSE), what should be considered?
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What should be done when a Field Service Engineer (FSE) is running late?
What should be done when a Field Service Engineer (FSE) is running late?
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