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

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Score

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15

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

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

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15

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

To collaborate with other team members

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thief

Give points!

5

10

15

20

25

fairy

Take points!

5

10

15

20

25

rocket

Go to first place!

Okay!

baam

Lose 25 points!

Oops!

15

What is the benefit of using screen sharing with a client?

It provides context and speeds up issue resolution

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15

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

Take a message and email sales@newbook.cloud

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15

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

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

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15

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

A clear and detailed description of the support provided

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15

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

TeamViewer

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15

What is the purpose of the 5 W’s in troubleshooting?

To gather complete and clear information

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banana

Go to last place!

Oops!

rocket

Go to first place!

Okay!

fairy

Take points!

5

10

15

20

25

thief

Give points!

5

10

15

20

25

thief

Give points!

5

10

15

20

25

seesaw

Swap points!

Okay!

gift

Win 10 points!

Okay!

banana

Go to last place!

Oops!

15

Why are support calls important at NewBook?

They offer a chance to solve problems and build trust

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15

When should a call or ticket be escalated?

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

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15

What does the ticket status "Closed" mean?

The issue is resolved and no further response is expected

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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

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15

What must be done after every support call?

Create or update a Support Request with notes and recording

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