Customer Support Portal Quiz

Which of the following would best be submitted using a Service Request form?

• VPN keeps disconnecting

• Requesting access to SharePoint

• Network outage in office

• Purchasing a new laptop

A ticket with "medium" impact typically means:

• The issue affects one user and requires immediate escalation

• Operations have completely stopped for multiple users

• One or more users are affected, but work can continue

• It's an issue that doesn't affect any users

Which situation requires immediate escalation via phone call?

• A user needs a password reset

• Office network is down

• An employee's Adobe license has expired

• Someone's VPN insn't working

What happens if you forget to fill out a required field when creating a ticket?

• The system auto-fills the field

• The ticket is submitted with a warning

• The system prevents submission

• The ticket is escalated automatically

Your company's Wi-Fi goes down, and no one can connect. Which template and urgency level should you select?

• Service Request, Low

• Procurement, Medium

• Incident, High

• Incident, Medium

How do you communicate with a technician after submitting a ticket?

• Wait for an email response only

• Call the escalation number only

• Submit a second ticket referencing the first

• Use the chat box in your ticket and click "publish"

Which of the following steps is NOT PART of the sign-in process for the portal?

• Clicking the portal link in the email

• Creating a new password on the portal homepage

• Entering credentials sent from [e-mail]

• Logging in with the provided username and password

What is the primary benefit of the knowledge base section?

• Allows escalation of critical tickets

• Lets users assign tickets to technicians

• Provides articles and answers to common issues

• Displays internal technician notes