| JIRA | CONFLUENCE | JIRA, MASTER | FASS, GENERAL | SPRINGBOARD/CUSTOMER SERVICE |
|---|---|---|---|---|
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What is Agent?
Your role in Jira is known as this.
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What is Knowledge Base?
KB stands for.
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What is 5 days?
With the exception of FASSIT, a ticket with a priority of STANDARD has an expected completion date (SLA) of this….
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What is Clients, Customers, Colleagues, and Service Recipients?
CPFM, SRS, Campus Services, and VPFA Office are all this relation to FASS.
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What is Perspective?
This was the concept staff were intended to absorb when we performed the swirly finger game.
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What is the Queue?
FASS Agents can view their tickets through the Dashboard or this other view.
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What is Phone, Email, Service Portal, and Website?
On every KB article, customers are provided 4 different ways to contact us. What are they?
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What is a Participant?
If you are the agent on a ticket, but you need informational support from a teammate, you would add them as this to the ticket.
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What is Customer Relations, Education, Ownership?
The 3 core FASS values are?
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What is yes and...
DAILY DOUBLE
Yes, And… is a customer service strategy that is really hard to say, include this saying in a sentence, earn 200 points. |
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What is a Status?
These four terms are known as what: Minor, Standard, High, Urgent
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What is Jira?
You can link KB articles directly to what ticketing system?
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What is In Progress and Waiting for Support?
The clock is ticking when a ticket is in these status’.
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What is 8am-4:30pm?
These are the official operating hours of FASS, aka business hours; which differ from our JIRA SLAS.
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What is Who, What, When, Where, Why (and How)?
Asking questions to understand a client inquiry is hard. What are the 5 W questions you could begin with?
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What is the Service Portal?
Clients/Requestors can view all their requests in one place through this tool.
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What is Client/Customer?
You and this group are able to review KB articles at any time?
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What is within your service team?
If you are not the correct agent on a ticket, you can re-assign it to this collection of individuals.
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What is 2016 and 6233 University of Oregon?
This is the year FASS was established and this is our mailing address.
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What is...
DAILY DOUBLE
Strategies for effective customer service can vary, what is one strategy you implement in order to maintain success? |
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What is the FASS website?
You can find (or share with clients) this all-inclusive resource center that includes access to the service portal, link to KB articles, metric reports, and more…
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What is the FASS website?
You can find (or share with clients) this all-inclusive resource center that includes access to the service portal, link to KB articles, metric reports, and more…
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What is the FASS website?
You can find (or share with clients) this all-inclusive resource center that includes access to the service portal, link to KB articles, metric reports, and more…
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What is January and July/August?
These are the two times a year when FASS conducts a Customer Service Survey?
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What is the FASS website?
You can find (or share with clients) this all-inclusive resource center that includes access to the service portal, link to KB articles, metric reports, and more…
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