ANP POD Meeting Jan23 - Case Handling Quiz

You are working on a 24/7 case and your shift is about to end. The customer mentions that it is late for them too, so they wish to continue troubleshooting tomorrow morning. Should you Handover the case?

• Yes, because it’s a sev A

• Yes, but lower the case severity

• No, as customer will not be available 24/7

• No, because the IM/CSAM asked you to keep the case

You are working on a severity B case with a customer from India. You have limited overlapping hours so the customer requests a SE based in IST time zone to work with them the next morning. Which of the following actions is not part of the cold handover process?

• Update Country and Timezone on DFM

• Add a “Case Cold HO” Note

• Open AVA

• Create a Customer Commitment Task

You are tired of winter and decide to schedule some vacation days in a tropical destination. After double checking in the Team Wokbook that the OOF % is below 10% for those days, what should be your next steps? Select 2

• Submit a request on MS Vacation

• Request approval by emailing DL anoofemea

• Request approval by emailing your manager

• Ask your co-workers if they want a souvenir from your destination

You woke up this morning and are not feeling well. You need to request booking off for the day. How should you do this?

• Email ANP Sick Line ([e-mail])

• Ping EL on Teams

• Post on Teams “IaaS VDM Out of Queue Requests”

• Email your manager

You would like to attend a 1-day Microsoft learning event about Leadership. After checking your team & vertical’s capacity on the Team Workbook you decide to go ahead and request this day off. What process should you follow?

• Planned OOF

• Unplanned OOF

• Time for Learning

• AVA Channel

Your Q time ends at 5pm but VDM likes you so much that it assigns you a newly opened sev A at 4:30pm. What should you do? Choose 2

• Immediately Send it to Q

• Scope the case and meet the SLA

• Do a warm handover

• Run Forrest, Run!

You get assigned a case that was poorly handled by the previous engineer (no documentation, poor customer experience, etc.). What options would you consider? Select all that apply

• Explain this on a note and send it to Q

• Involve your manager

• Work with customer to properly scope the case

• Ask your TA for guidance

Bad news – there is an outage (please, not again!) and we are starting to receive several cases related to it. This time you are not part of the vTeam that was put together to handle it. What should you do? Select all that apply

• Continue your tasks as usual

• If you get a case related to the outage – inform the vTeam

• If you get a case related to the outage – send it to Q

• Run outside and throw your computer away 😊

Yesterday you worked on a sev A, issue was mitigated and severity was lowered. The following afternoon you are in a troubleshooting call for a new sev A and your previous customer emails you saying the issue is happening again and requesting you raise the severity to A. What should you do?

• Engage EL/manager to assign a new owner to the escalated case

• Engage EL/manager to assign a new owner to your current sev A

• Work on both cases at the same time

• Ask you cat to take over the 2nd sev A

You are working on a case and the customer has been unresponsive for several days. What should you do?

• Send regular follow-ups according to the 3-strike rule

• Ask your TA for guidance

• Engage IM, CSAM or ACE (for ARR customers)

• All of the above