AWRA OpsHub Search

Helpdesk Automation: Canned Replies, Assignment & Escalation — Assessment

10 questions · 75% to pass · graded instantly. Pass and your certificate is issued automatically.

1. An agent who may reply but not manage tickets uses a shared canned reply that also sets the status to resolved. What happens when they send it?
2. A canned reply contains the placeholder requester.frist_name, misspelled, inside double curly braces. What does the composer show?
3. A category uses round robin with a cap of 10. Every pool agent has 10 open tickets or is on approved leave today. Where does the next ticket go?
4. Under fewest open tickets, how is an agent’s load measured?
5. An agent manually assigns a ticket to herself, then moves it into a category set to round robin. What happens to the owner?
6. A rule raises priority to high 2 hours after a missed first response. It meets a ticket already marked urgent. What does it do to the priority?
7. You want the team lead told 30 minutes after a missed first response, and the ticket raised and handed to the manager after 2 hours. What is the recommended set-up?
8. A ticket is waiting on the requester and is past its resolution deadline. An unresolved-past-deadline rule is active. What does the rule do?
9. Public-form tickets never breach and never trigger a first-response rule. What is the most likely cause?
10. A manager wants customer emails to the support mailbox to become tickets. The Intake Portals page says email intake is not switched on yet. What should she do?

Your details for the certificate

This is the name that will appear on your certificate.

Graded server-side. No peeking at answers in the page source.