Froggy Jumps Ticket TypesOnline version Differentiate between ticket types and priority management by Elizabeth 1 When should I create a ticket? a On every single call I receive b Only on calls I need to escalate to a different department c Only calls that last more than 2 minutes 2 A user calls in, but the call dropped before I was able to take user's name or call back number, I must create... a A request b An incident c An interaction 3 A manager needs to create a new account for a new hire, what kind of ticket should this manager create? a An interaction b A request c An incident 4 A user states she is trying to access an application named "Dragon" because her manager told her to do so. However, she has never logged in before, what kind of ticket should be created in this scenario? a An incident b An interaction c A request 5 What should I do if a user is requesting to raise a ticket's priority? a Ask leadership's authorization and raise priority b Raise priority and then notify leadership after doing it c We cannot raise tickets priorities 6 What is the highest priority we can raise a ticket to after authorization? a P1 b P2 c P3 7 If a user calls in requesting the status of an existing ticket, I should leave a note on the original ticket AND create... a An interaction b An incident c A request 8 What is the assignment group for FCR tickets? (When I need to assign tickets to me) a IAM-NTT Escalations b Tech support c IT Service desk 9 What is the ticket status if I escalate a ticket to a different department? a Resolved b Open c In progress 10 What does 'BTTR" stand for? a Best time to respond b Best title to refer c Best time to reach
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