UT SME

UT SME

Professional Development

6 Qs

quiz-placeholder

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University - Professional Development

8 Qs

UT SME

UT SME

Assessment

Quiz

Specialty

Professional Development

Practice Problem

Medium

Created by

Ana Jimenez

Used 5+ times

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6 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What icon should you click to start the process of contacting SME Support?

Chat bubble/Question mark

Arrow

Pause

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When should I use SME phone vs SME Chat Support?

You should always use SME phone option if you are on phone and chat if you are in chat.

The Chat SME option should only be used if there are technical issues or there is an extensive wait time (over 2 min) for SME phone support channel.

The SME phone is the only option for both channels

The SME chat is the only option for both channel

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Choose the questions are out of scope for SME Support.

Escalations

Credit Requests

eMBG Cases

Technical Issues

Questions that are answered within available resources/tools

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Choose the details that you add in your notes for the SME

CSKB Guide Referenced

Specific Question for the SME

User ID

Expectations

Timeframes

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What SME means?

Support Member Expert

Subject Matter Expert

Subject Member Expert

Support Matter Expert

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are the Communicator steps for contacting SME Support?

a. Wait for the next available SME

b. Select the relevant CCR values

c. Place the customer on hold

d. Click the Chat Support icon (A second window will open)

e. Click “Connect”

f. Add your notes for the SME

g. Ask the customer to hold (current process)

a-b-c-d-e-f-g

g-c-d-b-f-e-a

g-c-a-b-f-e-d

g-f-d-c-b-a-e

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