Home └Helpdesk - Service Contracts └Customer Care

Helpdesk - Service Contracts

0 %

Vollständig

Kursinhalt

Customer Care

10 XP
Zurück Weiter
Vollbild Teilen

Please make sure you have read and understood the following articles 

📄 1.1 Support Contracts

📄 2.1.2 Support contracts

📄 1.2 Customer Care - methodology

 

Bewertung
0 0

Momentan sind keine Kommentare vorhanden.

Diesem Kurs beitreten
um als erster einen Kommentar zu hinterlassen.

1. What is the first step in handling an incoming ticket?
Responding to the customer Closing the ticket Assigning it to a developer Linking it to the corresponding subscription
2. For a 'Business Starter' subscription, how many hours of work on a ticket necessitates an offer to be created and signed by the customer?
more than 1 hour more than one working day all tickets more than 2 hours
3. Who is responsible for monitoring incoming tickets?
Tech Leads Project Manager on Duty CEO Customer Care Representative
4. In what time frame are tickets generally invoiced?
Weekly Monthly Bi-weekly Quarterly
5. What must be included in the Project Manager's weekly report?
Summary of invoices created All of the above Customer feedback Number of closed tickets
6. All tickets need to be resolved within the SLAs, regardless of their priority.
True False
7. Non-compliance with pre-work approval leads to non-billable hours.
True False
8. Support contracts are billed automatically and don't need to be checked.
False True