Support & Helpdesk: SLAs & Agent Operations — Assessment

1. An agent wants to note a suspicion about the root cause for teammates only, without the customer seeing it. What should they use?

An internal note — private to the team, unlike a public reply The ticket subject line A public reply, since all replies are private by default A separate email outside AWRA

2. Why are first-response and resolution treated as separate SLA targets?

First response only applies to closed tickets They are actually the same target measured twice A fast acknowledgement builds trust even when the full fix takes longer Only resolution matters; first response is decorative

3. A team files nearly every incoming ticket under the category with the tightest SLA targets. What is the effect?

It correctly guarantees the fastest service for everyone It shortens every clock and floods the at-risk view, hiding genuine emergencies Nothing, because SLA targets are set by priority rather than category It speeds up only billing tickets

4. A ticket is fixed. What is the recommended way to close it out?

Delete it to keep the queue clean Leave it open indefinitely in case the issue returns Resolve it with a public reply stating what was done Silently set it to done — the requester does not need to know

5. Resolution speed looks excellent but satisfaction ratings are low. What does this most likely indicate?

Ratings are broken and should be ignored Tickets are being closed quickly but not actually solved from the requester's side The desk should stop asking for ratings The SLA targets are too generous

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