10 Questions
According to the text, what is the highest priority level for a ticket?
Urgent
According to the text, what ticket status indicates that the ticket has been resolved?
Closed
According to the text, what ticket status indicates that you are waiting on contact from a client?
Pending TBC
According to the text, what ticket title is used to provide information to other agents about the status of the escalation?
FYI
According to the text, what does the acronym 'TBC' stand for in the ticket status?
To Be Confirmed
Which acronym is used to indicate that a ticket is waiting on client response?
WOC
When a Salesforce case is closed, what should be done for the same issue with the same client?
Create a new Salesforce case
What should be added to the ticket title if multiple tickets are open for the same client?
Keyword about issue and member's last name
What should be added to the ticket title if the issue is escalated through email?
OUTLOOK
What should replace 'LIVE DEAL' when a case is escalated?
Salesforce case details
Study Notes
Ticket Priority and Status
- The highest priority level for a ticket is not explicitly stated, but it is implied to be critical.
- A ticket status of "resolved" indicates that the ticket has been closed and the issue is fixed.
- A ticket status of "on hold" indicates that you are waiting on contact from a client.
Ticket Titles and Escalations
- The ticket title "ESCALATION - [original ticket title]" is used to provide information to other agents about the status of the escalation.
- "TBC" in the ticket status stands for "to be confirmed".
- "OCR" is used to indicate that a ticket is waiting on client response.
Salesforce Case Management
- When a Salesforce case is closed, the same issue with the same client should be closed in the ticket system as well.
Ticket Title Conventions
- If multiple tickets are open for the same client, "MULTI" should be added to the ticket title.
- If the issue is escalated through email, "EMAIL" should be added to the ticket title.
- When a case is escalated, "LIVE DEAL" should be replaced with "ESCALATION - [original ticket title]".
Test your knowledge on assigning priorities, status, and title updates for tickets. Learn how to assign the correct priority based on urgency and understand the guidelines for different issue types. Improve your ticket management skills with this quiz.
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