POST-TRAINING ASSESSMENT: OCCP - TICKETING SYSTEM

What is required before a user can close a ticket if “Reply Mandatory on Ticket Close” is enabled?

• Ticket reassignment

• SLA approval

• A final reply

• Password confirmation

What type of ticket is displayed under the “Re-opened” filter?

• Tickets assigned to other users

• Tickets reopened after being closed

• Tickets with no attachments

• Newly submitted tickets

The “Reply & Close Ticket” button allows you to post a response and close the ticket simultaneously.

• TRUE

• FALSE

The "New" button displays all newly captured tickets from clients.

• TRUE

• FALSE

The Knowledge Base tab provides access to guides and manuals to help staff understand the ticketing system.

• TRUE

• FALSE

To upload several files at once, you must highlight all the files after clicking "Choose File" before hitting "Upload.

• TRUE

• FALSE

Clicking "Reply" allows the user to assign the ticket to another department.

• TRUE

• FALSE

The Canned Message feature requires typing each response manually.

• TRUE

• FALSE

Which status is shown when a ticket has been assigned but not yet resolved?

• New

• Processing

• Closed

• Re-open

What happens when you click “Take Over” on a new ticket?

• The ticket is reassigned to the client

• The status is set to "Closed"

• The ticket is deleted

• The processing timer starts