Helpdesk: SLA by Priority, Ratings, Knowledge Base, WhatsApp & Assets — Assessment

1. A ticket in Billing is urgent. Billing has its own default, and the grid has a Workspace default for urgent but no Billing × urgent cell. Which target applies?

The shortest of all targets in the grid No target, because the cell is empty The Workspace default for urgent Billing’s own category default

2. You tighten the urgent targets in SLA by Priority. What happens to urgent tickets already open?

They keep their deadlines; new targets apply to new tickets and when a ticket’s priority or category changes They are closed and reopened They are re-dated immediately They lose their deadlines

3. Someone who raised a ticket through the public form has an email address. How are they asked for a rating?

By one email with a signed one-click link per score In the customer portal only They are not asked They must create a login first

4. A requester rated a ticket 2 and, a week later, clicks 4 in the same email. What is recorded?

The average, 3 Both, as two separate ratings 2, because the first answer is locked 4, because the rating can be changed for 30 days

5. Where does a customer-portal contact rate a resolved ticket?

Only on the mobile app By phone with an agent On the public support form On the portal’s Support tab

6. An agent wants to put an agents-only article’s link into a reply. What happens?

The article is published automatically The link is sent as an internal note The article can be opened from the sidebar but not linked, because the requester could not read it The link is inserted and the requester sees a login page

7. What counts as a deflection on the dashboard?

Any view of an article A requester clicking This solved it on a suggested article A ticket closed without a reply An article marked helpful by an agent

8. A customer messages your WhatsApp number again three days after their first message, while that ticket is still open. What happens?

The message joins their open WhatsApp ticket A second ticket opens The message is ignored The first ticket is closed and a new one opened

9. An agent replies to a WhatsApp ticket 30 hours after the customer’s last message. What happens to the reply?

The agent is warned; it is emailed if the customer has an email on file, otherwise it stays in the app It is blocked entirely It goes over WhatsApp as a template message It is queued until the customer writes again and then sent over WhatsApp automatically

10. An employee raises a ticket in My Tickets about her laptop. Which assets can she choose from?

None; only agents can link assets Every asset in the register Assets in her department Only the assets assigned to her

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