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| Hi ! Each question on the following quiz is worth 10 points. Once you press Submit you will not have the ability to take the quiz again. Your results will be emailed to your Lead upon completion. Good Luck! |
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| 1. We should always advise families to call when a partition is completed. It isn’t safe for them to complete basic updates such as installing printers, java, flash etc. |
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| 2. It is required to provide a KB on every case? |
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| 3. What should the subject/question read for HP 6305 cases? |
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| 4. When John or Archana do not see a message in Skype, what is the best action to take? |
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| 5. What is the known issue KB number? |
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| 6. If the caller states they are logged into their class connect session, but the teacher is not present, you should refer them to do which of the following? |
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| 7. When troubleshooting errors in a class connect session that has past, technical support agents should attempt to troubleshoot in the configuration room? |
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| 8. What is the KB for System Outages and Maintenance, which you should refer to for assistance in CST-ing your cases? |
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| 9. Before ending a call, if you feel the situation is resolved, you do not have to ask if there is anything additional. |
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| 10. Who should you refer a family to if they are having issues logging in to Study Island? |
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