Day 4 | Baamboozle - Baamboozle | The Most Fun Classroom Games!

Team 1
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Team 2
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Teams

Name

Score

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15

What additional tool does the Support Team recommend installing for remote assistance?

Team Viewer

Oops!

Check

Okay!

Check

15

When should a call or ticket be escalated?

If it's outside your scope or appears to be a bug

Oops!

Check

Okay!

Check

thief

Give points!

5

10

15

20

25

shark

Other team loses 10 points!

Okay!

fairy

Take points!

5

10

15

20

25

thief

Give points!

5

10

15

20

25

15

What labour type should be selected when logging a resolved support call?

Training – Client Consultancy/Training

Oops!

Check

Okay!

Check

15

What should you do if a support call is related to Sales?

Take a message and email sales@newbook.cloud

Oops!

Check

Okay!

Check

15

How quickly should support calls be answered?

Within 3 rings

Oops!

Check

Okay!

Check

15

When must you respond to a support ticket according to SLA requirements?

Same day, or within 24 hours if submitted after business hours

Oops!

Check

Okay!

Check

15

What is the ‘Shared With’ function used for in support tickets?

To collaborate with other team members

Oops!

Check

Okay!

Check

15

What does the ticket status "Waiting on Client" mean?

You are waiting for the client to respond, but must still follow up if needed

Oops!

Check

Okay!

Check

15

What must be done after every support call?

Create or update a Support Request with notes and recording

Oops!

Check

Okay!

Check

15

What does the ticket status "Closed" mean?

The issue is resolved and no further response is expected

Oops!

Check

Okay!

Check

seesaw

Swap points!

Oops!

rocket

Go to first place!

Okay!

rocket

Go to first place!

Okay!

thief

Give points!

5

10

15

20

25

15

What question should always be asked before ending a support call?

“Is there anything else I can assist you with today?”

Oops!

Check

Okay!

Check

15

What should you always include when logging labour for a support call?

A clear and detailed description of the support provided

Oops!

Check

Okay!

Check

15

Why are support calls important at New Book?

They offer a chance to solve problems and build trust

Oops!

Check

Okay!

Check

monster

Reset all scores!

Oops!

shark

Other team loses 15 points!

Okay!

gift

Win 20 points!

Okay!

thief

Give points!

5

10

15

20

25

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