
ANP POD Meeting Jan23 - Case Handling Quiz

Quiz
•
Fun
•
Professional Development
•
Hard

Maria Melo
Used 3+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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
2.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
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
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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 (anpsl@microsoft.com)
Ping EL on Teams
Post on Teams “IaaS VDM Out of Queue Requests”
Email your manager
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
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
6.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
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!
7.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
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
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