90 day eval-team processes

Question 1

What should you do when you are going to be out of

office for a pre-approved absence, such as vacation?

Answer 1

Speak with lead, submit PTO, send OoO reminder to team, set up OoO auto email reply, pull out of alignment before leaving, make sure ticket queue is done to zero or is being managed by a designated person on the team.

Question 2

What should you do if you need to be out of the office

for an unforeseen absence, such as for an illness?

Answer 2

Contact your lead, take yourself out of alignment, and submit wellness time request for time off

Question 3

When triaging out a high severity SR, (1) what should
be taken into consideration before sending to an
associate? (2) What should be done to notify the
assignee?

Answer 3

1) Is the associate online/on shift?

2) Send an IM through teams or call number on pilot line

Question 4

What should be done if a high severity SR is mistakenly

triaged to an associate that is offline or off-shift?

Answer 4

Triage the ticket to an associate who is on shift/online

Question 5

Where are the phone aux codes found?

Answer 5

1st Response/CSS Training sharepoint or the Avaya One X phone app

Question 6

When should the “Focus” aux code be used? Give TWO

examples.

Answer 6

Phone issues Computer issues Sending ticket(s) to IRC

Question 7

What tool can you use to determine associate

availability for another solution’s pilot line?

Answer 7

ConnectIT

Question 8

You can modify client alignment by going into
Supportal > Client Management > Client Alignment.
True or False?

Answer 8

True

Question 9

. Who should be engaged when there is an escalation

(example: an end user wants to speak with
management) ?

Answer 9

My lead

Question 10

How can you find the Continuing Education courses

that are currently being offered within FRT?

Answer 10

Workday Learning -> Browse Learning Content -> search

and find the “FRT Continuing Education Training Plan” which lists all CE courses offered

Question 11

What is the first thing you MUST do, before enrolling in

any Continuing Education course in Workday?

Answer 11

Speak with my lead

Question 12

When adding a calendar invite/meeting in Outlook,

which of the below is FALSE?

Answer 12

Every invite should be labeled as “high importance” prior to sending

Question 13

Where can you book or reserve a conference room?

Answer 13

Outlook or tablet outside of room