Podcast
Questions and Answers
According to the text, what is the highest priority level for a ticket?
According to the text, what is the highest priority level for a ticket?
- Normal
- Closed
- Urgent (correct)
- FYI
According to the text, what ticket status indicates that the ticket has been resolved?
According to the text, what ticket status indicates that the ticket has been resolved?
- Closed (correct)
- Pending TBC
- Reopened
- New
According to the text, what ticket status indicates that you are waiting on contact from a client?
According to the text, what ticket status indicates that you are waiting on contact from a client?
- Pending TBC (correct)
- New
- Closed
- Reopened
According to the text, what ticket title is used to provide information to other agents about the status of the escalation?
According to the text, what ticket title is used to provide information to other agents about the status of the escalation?
According to the text, what does the acronym 'TBC' stand for in the ticket status?
According to the text, what does the acronym 'TBC' stand for in the ticket status?
Which acronym is used to indicate that a ticket is waiting on client response?
Which acronym is used to indicate that a ticket is waiting on client response?
When a Salesforce case is closed, what should be done for the same issue with the same client?
When a Salesforce case is closed, what should be done for the same issue with the same client?
What should be added to the ticket title if multiple tickets are open for the same client?
What should be added to the ticket title if multiple tickets are open for the same client?
What should be added to the ticket title if the issue is escalated through email?
What should be added to the ticket title if the issue is escalated through email?
What should replace 'LIVE DEAL' when a case is escalated?
What should replace 'LIVE DEAL' when a case is escalated?
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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]".
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