90 day eval-clients

Question 1

What is unique about the CommWx and PWx domains?

Answer 1

multi-tenant domains

Question 2

To triage a PWx ticket from an FRT solution team to tier 3, you use the triage form in supportal, then choose the appropriate FRT PWx team. True of False?

Answer 2

True

Question 3

What do ITWx clients have that other Cerner clients do not?

Answer 3

Full IT support

Question 4

CERN_COMC is an example of an ITWx client. True or False?

Answer 4

False

Question 5

For an ITWx client that calls in requesting a change, after the SR is created, what is the next step before any changes can be made?

Answer 5

routing onsite for vetting

Question 6

For an ITWx change request, if the change has already been vetted and approved, name two places where that documentation would typically show on a ticket?

Answer 6

Working log and ticket description

Question 7

When creating a ticket, which template below should be used if an ITWx call is found to be a change request?

Answer 7

Configuration Request - super user review onsite

Question 8

When creating a ticket, which template below should be used if it’s an ITWx call regarding an FRT Millennium issue?

Answer 8

FRT solution specific template

Question 9

If it is determined that an ITWx call is related to a Cerner Millennium application , and it cannot be resolved by the ITWx HD (or an un-related solution team) as an FCR:

Answer 9

The call and/or ticket should be routed to the appropriate FRT Solution Team, or Production Support.

Question 10

Account Overview KBA’s should be referenced for how to handle any sort of account related issue, for any ITWx client. True or False?

Answer 10

True

Question 11

We will use this process when a physician is unable to stay on the line or requests on site assistance. Details on this process can be found in the KBA database.

Answer 11

Physician Concierge Process

Question 12

MSD Traditional Warm Transfer clients are able to call FRT directly to report Cerner Millennium Issues. True or False?

Answer 12

False

Question 13

CHSI_TN is an example of an MSD client. True or False?

Answer 13

True

Question 14

What type of activity do you add to an existing ticket when you receive a call inbound and the end user requests to speak with the ticket owner?

Answer 14

Customer Phone Communication

Question 15

Where can a client’s cerner-aligned contacts be found (the SSO for example)?

Answer 15

Client info in supportal

Question 16

If a client has multiple hubs, where can you find that info?

Answer 16

client info button, then domains, then select which type of domain