Tier 3 - Situation: A widespread system outage is affecting a critical number of customers, and the ticket is sent to the company's senior leadership and engineering team to develop a long-term solution., Tier 2 - Situation: An agent can't solve a customer's complex technical problem and sends the ticket to a specialist who has more expertise in that specific product., Tier 1 - Situation: A customer calls a support line and speaks to an agent who walks them through a basic troubleshooting procedure for a common software issue., Tier 0 - Situation: A customer checks a company's website to find instructions on how to reset their password without contacting an agent., SOP - A detailed, step-by-step set of instructions to carry out a specific routine task or operation consistently and effectively., Policy - A high-level statement of intent that sets the overall direction, rules, and principles to guide decisions and actions within an organization., Guidelines - Recommendations or advice that offer flexible direction and best practices, allowing for some discretion in how they are applied., Rule of 4 Nines - Means the service or system will be available 99.99% of the time., Knowledge Base - A repository for articles that answer frequently asked questions (FAQs) and document common or significant troubleshooting scenarios and examples., Lessons Learned Report - An analysis of events that can provide insight into how to improve response and support processes in the future., Clear - Means using plain language rather than jargon., Concise - Means using as few words as possible in short sentences. State the minimum of fact and action required to describe the issue or process., AUP (Acceptable Use Policy) - A document that outlines the rules and practices that users must agree to in order to access a network, system, or digital resource, typically detailing prohibited activities., Splash Screen - An initial graphical user interface (GUI) that appears while a program, game, or website is loading, often displaying the software's name, logo, and version.,
0%
Lesson 11
Share
Share
Share
by
Hanselb007
Edit Content
Print
Embed
More
Assignments
Leaderboard
Show more
Show less
This leaderboard is currently private. Click
Share
to make it public.
This leaderboard has been disabled by the resource owner.
This leaderboard is disabled as your options are different to the resource owner.
Revert Options
Match up
is an open-ended template. It does not generate scores for a leaderboard.
Log in required
Visual style
Fonts
Subscription required
Options
Switch template
Show all
More formats will appear as you play the activity.
Open results
Copy link
QR code
Delete
Continue editing:
?
Hanselb007