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Support & Helpdesk: SLAs & Agent Operations — Assessment

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

1. An agent wants to note a suspicion about the root cause for teammates only, without the customer seeing it. What should they use?
2. Why are first-response and resolution treated as separate SLA targets?
3. A team marks nearly every incoming ticket "urgent". What is the effect on the SLA system?
4. A ticket is fixed. What is the recommended way to close it out?
5. Resolution speed looks excellent but satisfaction ratings are low. What does this most likely indicate?

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