CNA Knowledge Quiz

A modern office with a team collaborating over IT support tickets, with computer screens showing graphs and charts related to ticket management and customer service.

CNA Knowledge Assessment

Test your knowledge of CNA procedures and protocols with our comprehensive quiz. This quiz is designed for team members to ensure they are well-versed in the essential concepts needed for effective communication and ticket management.

Key topics covered include:

Routing tickets
Priority assessment
Proper communication channels

15 Questions4 MinutesCreated by AssistingTiger257

What configuration item would you use on a ticket about outlook?

Email/Exchange

Exchange 2010

Outlook

SSL/VPN

Where would you route a ticket for Skype for Business and why?

When you begin your shift after logging into your systems and going into ready, you should check what 3 things?

What priority should a VIP ticket be if you're going to route it?

What's the correct way to contact a PA for after hours outages?

Text message

Phone Call

Direct Message in teams

All of the above

What should you always offer at the end of a call?

A firm handshake

The ticket number

Chaz's phone number

Your condolences

What chat can you find the daily plan in?

How do you restart your own VDI?

What must be added to a ticket when working backlog?

What tab should you always start with when working backlog?

Where can you find Autumns phone number?

By asking Dylan

By asking Chaz

The important numbers sheet

The Yellow Pages

If you won't be able to make your shift, you should always ______________?

You should call a PA for issues you're having with Genesys.

True

False

You should notify the team of any banner updates you've done in the outages channel.

True

False

When your call ends for a P1/P2 what should you immediately do?

Tell the team by posting in the outages channel

Go into assign

Contact a PA

Call MIM

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