Training Quiz #1

gstera
Quiz by gstera, updated more than 1 year ago
gstera
Created by gstera over 6 years ago
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Description

Training Quiz #1

Resource summary

Question 1

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

Question 2

Question
Having the lowest possible talk/call time should be your HIGHEST priority.
Answer
  • True
  • False

Question 3

Question
Tickets should be detailed, clear and utilize proper troubleshooting.
Answer
  • True
  • False

Question 4

Question
Choose the best example of a ticket.
Answer
  • Store 123 reporting that register 2 is offline
  • Store 123 - register is off
  • register 3 is offline
  • Register 2 - Showing Off 12 - Store 123

Question 5

Question
Remedy 8.1 features a customizable home screens and columns
Answer
  • True
  • False

Question 6

Question
What is the first course of action(s) you should take if you have questions regarding a particular process?
Answer
  • Search the OneNote, Search Previous Incidents
  • Group-Lync Tier 1
  • Group-Lync Tier 2

Question 7

Question
Remedy 8.1 allows us to search by first AND last name.
Answer
  • True
  • False

Question 8

Question
In Remedy 8.1, we can search for customers using which below methods? (Check all that apply)
Answer
  • Searching inside of Remedy by their Last Name
  • Searching inside of Remedy by their First and Last Name
  • Searching inside of Remedy using their Network ID (AKA DKS#)
  • Searching Active Directory by their First and Last Name

Question 9

Question
Summary, Description and Resolutions are public in Remedy 8.1.
Answer
  • True
  • False
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