Phase I Flashcards
(121 cards)
1
Q
How many times must a customer be contacted before it is ok to close a web ticket?
A
3 attempts by at least two different methods (email, voicemail)
2
Q
Where can you find the Assignment Group associated to a Knowledge Article?
A
In the KB article, on the right hand side in blue, under the Category field.
3
Q
How would you go about resetting a password for:
Invision
A
It is reset by logging into Rumba Mainframe and then logging into the particular Invision entity.
4
Q
What are the different ways we can connect to a customer through LogMeIn?
A
We can: 1) Connect by IP address, 2) Connect by Computer Name, 3) Connect by the customer inputting a PIN code on www.logmein123.com, 4) Email the customer a link to a session.
5
Q
How would you go about resetting a password for:
AccessAnyware
A
It is reset through AD however you may have to unlock it by logging into AccessAnyware yourself.
6
Q
How often should you let calls roll over to another agent?
A
Never. You get four rings before the call rolls.
7
Q
What is the website for the THR Employee HR (Time and Labor) site?
A
http://www.mythr.org
8
Q
Does obtaining the customer’s Employee ID number count as verifying their identity?
A
Yes, as long as it is an Employee ID number. A Contractor ID number or a Student ID number does NOT count.
9
Q
How would you go about resetting a password for:
Canopy
A
Information is located in the Password Reset Listing (http://team/teams/ITS/kmpwd/Lists/Password%20List/AllItems.aspx)
10
Q
How would you go about resetting a password for:
VPN
A
Through AD.
11
Q
How would you go about resetting a password for:
MyTalent
A
Log into the Admin side of MyTalent. This is not linked to AD.
12
Q
How many calls are new agents who are exiting the Training Program expected to take?
A
35/day or 700/month. After 6 months this number should be much higher.
13
Q
How would you go about resetting a password for:
Clairvia
A
Using the generic username and password on the Password Reset Listing (http://team/teams/ITS/kmpwd/Lists/Password%20List/AllItems.aspx)
14
Q
How do you relate your Interaction to an existing Request?
A
Close the Interaction, click Last Interaction to bring it back up, then click on More -> Related -> Requests -> Associate.
15
Q
“My phone has no dial tone at all and worked yesterday”, is this an example of an Incident or a Request?
A
Incident
16
Q
How long do you have to process Returned Incidents in your To-Do List?
A
Two hours.
17
Q
If the customer needs a Request put in and they do not have a manager, who do you use for the Manager field?
A
Entity IM Approver (For a contractor/vendor), or Samuel Civello for a THPG customer.
18
Q
What type of ticket is referenced by this ticket number: KB2819
A
Knowledge Base Article
19
Q
How would you go about resetting a password for:
MyJobs
A
You cannot reset this password: Have the customer email myjobs@texashealth.org
20
Q
Can you reset a password within Webmail?
A
No, it authenticates through AD but you must go to Elink to reset it then go back to webmail.
21
Q
What is the name of the internal web portal for Citrix?
A
http://ilink/
22
Q
What is a “CI”?
A
Configuration Item
23
Q
Why is the Origin field not specified on any of our Templates?
A
You may have received the call by Chat, Telephone, or In Person, so you must document how you interacted with the customer.
24
Q
What must you include in all tickets to Managed Print Services?
A
Asset Tag and Exact Location (Including Entity, Building, Floor, Department, Room, and a general location description)
25
Does obtaining the customer's address count as verifying their identity?
No. You must verify EVERY customer that you reset a password for or give personal information to. This must be done by having them tell you their Employee ID Number, a security question, the last four of their social, their DOB, or something similar. If y
26
If a printer is jamming consistently, what can you do to help?
Ask the customer to try and clear the jam and then reboot the printer. If the issue is persistent, escalate an Incident to Managed Print Services.
27
How would you go about resetting a password for:
Synapse
It is reset through AD.
28
How often should you read your emails?
Agents are responsible for all emails that are sent to them. Check your inbox consistently throughout the day.
29
Name three places that a customer can log in with a temporary AD password in order to reset the password?
Elink, CareConnect, and Windows logon will allow you to reset an AD password.
30
How many Web Tickets are agents expected to work a day?
Ten.
31
Can you reset the password of an employee if their manager is calling in to reset it for them?
No, you must speak to the employee directly and reset their password for them and them only.
32
How would you go about resetting a password for:
Cerner
Launch Cerner - Prod through Citrix Apps.
33
What is the website you can use to look up Invision printer location codes?
http://infoprint - Make sure to log in with your Mainframe username and password.
34
How do you relate your Interaction to an existing Incident?
Click Escalate, then click the bullet for Existing Incident, type the IM number, then click Next
35
How would you go about resetting a password for:
StockAmp
We only do this after-hours. Follow the KB article. During normal business hours, refer them to throntraccoordinatorrequest@texashealth.org
36
What priority can you set a ticket to without approval?
Three. If you set the impact or urgency to either 2 or 1, you need Team Lead approval.
37
How many Returned Incidents are acceptable in a single month?
Four, or one a week. Keep in mind all Trainees should be getting their escalations approved, so they should receive zero returned Incidents.
38
What is the name of the external web portal for Citrix?
http://elink.texashealth.org
39
How would you go about resetting a password for:
eCER
Through http://ecer/Service Desk agents have the ability to reset eCER passcodes.
40
How would you go about resetting a password for:
CareConnect
Usually reset through AD, unless they are a Student, Instructor, or any user at Texas Health Heart and Vascular (THHV). In these instances you will log into CareConnect as yourself and reset it within the program.
41
Why are Service's, Affected CI's, and Templates required for every ticket?
These fields help us trend calls and find common issues. It is important to use these fields on every ticket.
42
What is the email address for the Service Desk (Group mailbox that customers email to)
ServiceDesk@TexasHealth.org; Service Desk (Help Desk)
43
What Assignment Group handles CareConnect Server Printer issues?
EHR Technical Support
44
What is this an example of: 98172031
Asset Tag
45
If a printer has a hardware error or a general error on the printer's LCD screen, what can you do to help?
Reboot printer. If error still displays, escalate to MPS.
46
What does an Asset Tag look like?
It will be a sticker on the device that says Texas Health Resources, most likely with a barcode, and will have an all numeric code on it, ex: 99881234.
47
When are you allowed to go into Special Projects?
Only with Team Lead approval.
48
How would you go about resetting a password for:
Nuance
Go to http://ftwradwapp01/portal/login.aspx and log in with the Password Listing's generic user/pass.
49
How would you go about resetting a password for:
PHS
Information is located in the Password Reset Listing (http://team/teams/ITS/kmpwd/Lists/Password%20List/AllItems.aspx)
50
What is involved in using proper Remote Control Etiquette when connecting to someone through LogMeIn?
1. Ask the customer if you may remote into their PC. Explain you would like to see what’s going on and assist with the issue.
2. After asking permission, then ask for the IP address or explain how to get to www.logmein123.com.
3. Once you are connected, a
51
How would you go about resetting a password for:
CareFusion
Information is located in the Password Reset Listing (http://team/teams/ITS/kmpwd/Lists/Password%20List/AllItems.aspx)
52
How would you go about resetting a password for:
ReadySet
Log in on http://texashealth.readysetsecure.com/ and reset.
53
Where can you find the oncall listing?
http://oncall/
54
What are the four THR Values?
Respect, Integrity, Compassion, and Excellence.
55
How would you go about resetting a password for:
Active Directory
Through AD Users & Computers Console
56
What type of ticket do you create for a Toner Order?
Incident. NOT a Request.
57
What button do you click in ServiceConnect to create an Incident from an Interaction?
Escalate
58
Does obtaining the customer's full name count as verifying their identity?
No. You must verify EVERY customer that you reset a password for or give personal information to. This must be done by having them tell you a security question, the last four of their social, their DOB, or something similar. If you do not have any of thes
59
How would you go about resetting a password for:
ExpressBill
Go to http://expressbill/ and log in as yourself.
60
What type of ticket is referenced by this ticket number: SD1029483
Interaction
61
When are you allowed to be in "Null" or "System" status?
This is the default phone status when you log into the queue, however you should move out of this queue immediately, and move into Break if you are not ready to go Auto In.
62
What is ilink?
iLink is a web version of Citrix applications. It's the same thing as Elink, but can only be accessed inside the domain.
63
Once someone checks your ticket and approved it for escalation, what must you do?
Put their name in the "Approved By:" field in the generic template, then escalate the ticket.
64
When are you allowed to go on Break?
When there are not two people already on Break, as long as there is not an urgent issue. Be mindful of the queue and try to Break when the queue is low.
65
Is moving a computer from one desk to another an example of a Request or an Incident?
Request
66
Can you reset a Physician's password for their PA or their secretary?
No, you must speak to the physician directly and reset their password for them and them only.
67
What type of ticket is referenced by this ticket number: KE12928
Known Error
68
What is this an example of: 10.240.56.123
IP Address
69
How would you go about resetting a password for:
ExpressQuery
Remote into ftwcbosql01 and use the generic off the Password Listing.
70
When troubleshooting general printer/copier issues, what is the first thing you should do?
Have the customer reboot the printer AND the attached print server box (This should be a JetDirect branded box near the printer. Not all customers will have one, but if they do, they must reboot it as well or else the issue will persist).
71
How would you go about resetting a password for:
QS/CPN
You can remote into a CPN workstation and log in with a generic username and password.
72
Is a computer with a blue screen of death an example of a Request or an Incident?
Incident
73
What is the Distribution List to email the whole Service Desk?
DL THR ITS Service Desk
74
Can a customer install a Network Printer on their computer?
Yes, they can add a printer through Windows Printers and Faxes
75
What is the expected ACW time of an agent exiting the Training Program?
Two minutes or less, average.
76
How would you go about resetting a password for:
Pyxis
You cannot reset this password: Customer can call the Pharmacy for Medstation or Materials Management for Supply Station
77
Is getting new access to Invision a Request or an Incident?
Request
78
How would you go about resetting a password for:
SSO (Simplified Sign On)
Reset through AD.
79
Where in your Interaction can you find the past tickets under your customer's name?
Put them in the Primary Contact field and click on the Wand icon next to the Fill icon and the Primary Contact blank.
80
What type of ticket is referenced by this ticket number: IM0192382
Incident
81
What type of ticket is referenced by this ticket number: R18239-001
Line item
82
How long are you allowed to keep a customer on hold?
60 seconds. After 60 seconds you must check back in on them and update them. Using the mute button is preferred to placing them on hold.
83
What is the Service that you would put in ServiceConnect for a printer hardware issue?
Managed Print Services
84
How can you go about getting a ticket approved for escalation?
Send a Lync message to the Approver's List (usually a combination of Leads and Seniors), if no one replies, go find someone who you know approves tickets and have them check it.
85
What do you do to create a Request in ServiceConnect?
More -> Order From Catalog -> Select your type of Request -> View Cart -> Return to Request -> Submit
86
How would you go about resetting a password for:
CareGate
It is reset through AD, however you may have to unlock the user in PSS GateKeeper.
87
What type of ticket is referenced by this ticket number: R593827
Request
88
What do you do if the caller is a solicitor?
Transfer them to extension 6000.
89
How would you go about resetting a password for:
Webmail
Reset through AD, but have them use elink.texashealth.org or CareConnect to change the password.
90
How would you go about resetting a password for:
HSM
Information is located in the Password Reset Listing (http://team/teams/ITS/kmpwd/Lists/Password%20List/AllItems.aspx)
91
Does obtaining the customer's phone number count as verifying their identity?
No. You must verify EVERY customer that you reset a password for or give personal information to. This must be done by having them tell you their Employee ID Number, a security question, the last four of their social, their DOB, or something similar. If y
92
What is the THPG Service Desk?
Texas Health Physicians Group. These are the small physician practices owned by THR. Refer customers at these facilities to the THPG Service Desk during normal business hours: 972-739-3750
93
At what times can the Service Desk give out the name or contact info for a 2nd level support technician?
The Service Desk does not give out this information. You can get the customers information and contact the ITS member for them, who can then call the customer.
94
What is this an example of: PHDNURQ001
Queue name for a printer
95
How would you go about resetting a password for:
MyTHR.org
The customer can use the self-service password reset on the site, or an employee who is an agent can reset it (contractors may not have access).
96
How long should you wait in between attempts to contact a customer on a web ticket?
24 hours
97
What is this an example of: PHDNURPS001
Network name or Host name of a printer
98
Can a customer install a Local Printer on their computer?
No, the customer cannot install drivers and most likely will not be able to. You can try to help, or send to MPS if there's an Asset Tag on the printer.
99
What is the website to get to MyTalent from home?
http://mytalent.texashealth.org
100
Can customers install a printer within CareConnect?
No, one of our most common issues is that customers have issues printing within CareConnect (which is over Citrix). Have them close CareConnect, delete and reinstall the printer through Windows, and then reopen CareConnect. It's easiest to remote in and d
101
How long do you have to process Idle tickets in your To-Do List?
48 hours for tickets labelled "Open - Idle".
102
When is it ok to reopen a ticket?
Within 48 hours of when the ticket was closed. If it's been more than 48 hours, open a new Incident.
103
What Assignment Group would you escalate tickets for printer issues to?
Managed Print Services
104
When are you allowed to go into Meeting? (On your phone)
Only with Team Lead approval.
105
Are agents allowed to email other DL's besides the Service Desk, such as DL THR ITS User Access?
No. Our process is to call the On-Call. Do NOT email the DL.
106
What is the website to get to Citrix Applications from home?
http://elink.texashealth.org
107
Where can you find Surveys, Stats, and reporting for the Service Desk?
The Service Desk sharepoint site. Http://servicedesk and click on Internal Dept Use Only
108
What keyboard functions can you use to auto-fill in ServiceConnect?
Alt+F9, or Tab+Enter
109
How many chats are agents expected to work a week?
Ten.
110
How would you go about resetting a password for:
Misys
Launch Misys Radiology and use the KB article as a guide.
111
What is the Service Desk phone number?
682-236-4357. (4357 = HELP)
112
How do you dial an outside line on your Avaya phone?
1 + the ten digit number
113
What is PWA and when should you complete it?
PWA is a timesheet entry website in which you enter when you worked and what your activities were for those days. This should be completed every Monday.
114
What is this an example of: THRMXL03192YP
Computer Name
115
What button do you click to complete a Request from an Interaction?
Submit
116
What is this an example of: MXL03192YP
Service Tag / Serial number
117
What is the website to get to your THR email remotely?
http://webmail.texashealth.org
118
How would you go about resetting a password for:
TeleTracking
Usually reset through AD, however we can also log into the program directly, see the Password Listing.
119
When must you get a ticket approved for escalation?
New SD Agents must have someone check their tickets before they click the Escalate button, to ensure they send it to the right place. Everytime.
120
What is the Service Desk Hotline number?
682-236-6666
121
Where do you go in a ticket to enter PHI?
More -> PHI -> Add PHI
