Training Quiz #1

Question 1

The IT Service Desk is the first point of contact for IT issues stemming from DSG store and corporate employees.

Answer

true

Question 2

Having the lowest possible talk/call time should be your HIGHEST priority.

Answer

true

Question 3

Tickets should be detailed, clear and utilize proper troubleshooting.

Answer

true

Question 4

Choose the best example of a ticket.

Accepted Answer

Register 2 - Showing Off 12 - Store 123

Answer

Store 123 reporting that register 2 is offline

Answer

Store 123 - register is off

Answer

register 3 is offline

Question 5

Remedy 8.1 features a customizable home screens and columns

Answer

true

Question 6

What is the first course of action(s) you should take if you have questions regarding  a particular process?

Accepted Answer

Search the OneNote, Search Previous Incidents

Answer

Group-Lync Tier 1

Answer

Group-Lync Tier 2

Question 7

Remedy 8.1 allows us to search by first AND last name.

Answer

true

Question 8

In Remedy 8.1, we can search for customers using which below methods? (Check all that apply)

Accepted Answer

Searching inside of Remedy by their Last Name

Accepted Answer

Searching inside of Remedy using their Network ID (AKA DKS#)

Accepted Answer

Searching Active Directory by their First and Last Name

Answer

Searching inside of Remedy by their First and Last Name

Question 9

Summary, Description and Resolutions are public in Remedy 8.1.

Answer

true

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