BSS and TTS

BSS and TTS

University

10 Qs

quiz-placeholder

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BSS and TTS

BSS and TTS

Assessment

Quiz

Other

University

Hard

Created by

Adel Ghanim

Used 8+ times

FREE Resource

10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

CCA should create SR with a clear description with customer's inquiry/problem in case call will be transferred to Non Tech Q :

True

False

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

CCA can withdraw the ticket from ( Follow Up ) Pool in TTS :

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

For any case will be escalated to IU pool, escalation should be within the call :

True

False

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

( Waiting for research ) status will be for :

Escalating any Physical Case

Escalating any Logical Case

Escalating Unsupported cases

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer has ticket in ( Pending fixing TE ) pool in TTS , will inform him with SLA :

3 Working Days

3 Days

2 Days

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

While escalating any physical case to IU team ticket status will be :

Open

Waiting for response

Waiting for customer

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Maximum time for updating any ticket :

3 Minutes

5 Minutes

10 Minutes

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