OCCP TICKETING QUIZ

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20 fun trivia questions.

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MS. NERISSA SECRETARIA

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OCCP TICKETING QUIZ


Froggy Jumps OCCP TICKETING QUIZVersión en línea 20 fun trivia questions. por MS. NERISSA SECRETARIA 1 Shows tickets that have just been created and not yet acted upon. a NEW b ASSIGNED TO YOU c CLOSED 2 Lists tickets that are already resolved and formally closed a RE- OPEN b ALL c CLOSED 3 What does the “Assigned to You” filter show? a All tickets in the system b Tickets assigned to the agent currently logged in c Tickets that are already resolved 4 A ticket in your queue belongs to another department. What is the correct action? a Close it yourself to reduce your workload b Ignore it and continue with your tickets c Re-assign the ticket to the correct department 5 A customer calls to complain that their ticket marked Closed is still unresolved. Which filter should you check to find it? a Closed b Processing c Re-open 6 You see that a ticket has been open for several days with no updates. Which column will help you show your manager how long it has been unresolved? a Total Time b Subject c Assigned Date 7 A ticket shows Status = Processing, but the assigned agent has not updated it for 3 days. What should you do? a Escalate or follow up with the assigned agent b Do nothing; it’s not your responsibility c Change the subject line 8 A manager asks you to find all tickets assigned to you for this week. Which filter will you use? a Closed b New c Assigned to You 9 You are working on a ticket and need to confirm which customer reported it. Which column should you check? a Subject b Customer Name c Category 10 A ticket was created yesterday but is still unassigned. Where will you see that information? a Assigned To column is blank b Subject column will show “Unassigned” c Priority will disappear 11 Agents can manually change a ticket’s status from “Closed” to “Re-open” if the customer says the issue is not resolved. a True b False c 12 Tickets with Critical Priority should always be handled first before Low or Normal tickets. a True b False c 13 If the Assigned To column is blank, it means the ticket is unassigned. a True b False c 14 Once a ticket is closed, it can never be viewed again in the system. a True b False c 15 The Re-open filter shows tickets that were incorrectly created and deleted. a True b False c 16 Once a ticket is closed, it can never be viewed again in the system. a True b False c 17 The Assigned Date and Created On columns always show the same date. a True b False c 18 OCCP stands for a Omnicrom Client Connection Platform b Omnichannel Client Connect Platform c Omnichannel Client Connection Plan 19 It is the unique reference number automatically generated by the Ticketing System every time a new ticket is created. a Ticket ID b Ticket Number c Ticket System 20 Blue/Gray tickets usually mean: a Tickets with the lowest priority and minimal impact b Critical business-impact issues c Tickets automatically closed by the system 21 Why is color coding important in ticket management? a It decides the customer’s account type b It helps agents quickly prioritize which tickets to resolve first c It makes the dashboard look attractive 22 What does the Priority field show? a The urgency level of the ticket (Critical, High, Normal, Low) b The time the ticket was created c The subject of the ticket 23 The Timer shows: a The waiting time before ticket creation b The total time the ticket has been open/active c How long the agent is logged in 24 The Category field describes: a The ticket’s subject line b The customer’s phone number c The department/area of concern (e.g., Health Care, IT, Finance) 25 The Created By field identifies: a The system b The department assigned c The email or person who submitted the ticket

OCCP TICKETING QUIZ

Froggy Jumps

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Froggy Jumps

OCCP TICKETING QUIZVersión en línea

por MS. NERISSA SECRETARIA

Shows tickets that have just been created and not yet acted upon.

Lists tickets that are already resolved and formally closed

What does the “Assigned to You” filter show?

A ticket in your queue belongs to another department. What is the correct action?

A customer calls to complain that their ticket marked Closed is still unresolved. Which filter should you check to find it?

You see that a ticket has been open for several days with no updates. Which column will help you show your manager how long it has been unresolved?

A ticket shows Status = Processing, but the assigned agent has not updated it for 3 days. What should you do?

A manager asks you to find all tickets assigned to you for this week. Which filter will you use?

You are working on a ticket and need to confirm which customer reported it. Which column should you check?

A ticket was created yesterday but is still unassigned. Where will you see that information?

Agents can manually change a ticket’s status from “Closed” to “Re-open” if the customer says the issue is not resolved.

Tickets with Critical Priority should always be handled first before Low or Normal tickets.

If the Assigned To column is blank, it means the ticket is unassigned.

Once a ticket is closed, it can never be viewed again in the system.

The Re-open filter shows tickets that were incorrectly created and deleted.

Once a ticket is closed, it can never be viewed again in the system.

The Assigned Date and Created On columns always show the same date.

OCCP stands for

It is the unique reference number automatically generated by the Ticketing System every time a new ticket is created.

Blue/Gray tickets usually mean:

Why is color coding important in ticket management?

What does the Priority field show?

The Timer shows:

The Category field describes:

The Created By field identifies: