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

BSS and TTS

Quiz
•
Other
•
University
•
Hard
Adel Ghanim
Used 8+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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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