KM May 1

* State your first and last name

* Noodleverse is currently experiencing a loading issue in which the page continuously loads. A ticket with engineering has been placed for this issue. Once we replicate we should escalate the case to Tier 2. The appropriate CST we should use is:

OLS->Lessons->Broken Link

OLS->Lessons->Error Message Displayed

Noodleverse->Technical Support->Troubleshoot

Noodleverse->Navigation->How to use

* Documentation is required for all inbound and outbound calls (except Ghost Calls)

True

False

* It is a requirement to include serial numbers in all hardware and label service requests?

True

False

* Clearing Cache and Cookies Tool in the K12 2013 image exists in which folder?

Technical Support

Computer Safety Tips

Pictures

Music

* When a user receives the error message, “You must provide content,” when clicking send and the content of the kmail is “wiped out,” we should do the following:

Suggest to use FF 22 or latest version of Chrome

Wait till the issue is resolved-do not troubleshoot

Inform customer their kmail is forever lost

Refer to a computer professional

* Class Connect Template on KB 4110 is required on all CC calls?

True

False

* If the user states that they received either a reclamation list or labels after they have already returned their course materials, what should you do?

Refer to computer returns

Advise the family to disregard either a reclamation list or labels after they've already returned their course materials.

Advise family to call their school.

* Questions regarding repercussions for computers lost or damaged by family should be referred to:

Computer Returns

Technical Support

School

* The process for switching (transfer) between k12 schools is outlined in which Kb?

1122

1152

1166

1167

* You are required to check your QA portal daily at the beginning and end of every shift?

True

False