Exercises
This quiz assesses practical knowledge of customer support ticket triage and service-level agreement management. You will apply impact and urgency criteria, distinguish response and resolution targets, identify escalation triggers, route cases by agent skills, manage duplicate tickets, and protect continuity during handoffs. Several questions use realistic ticket queues, timelines, and SLA dashboards to test decisions commonly made in customer support operations.
Answer the questions below and check the explanation for each answer.
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Initial triage establishes the ticket's category, priority, and destination. This helps the right team respond within the appropriate service target.
Priority is normally based on impact, such as how many users are affected, and urgency, such as how quickly serious harm may occur.
A first-response SLA measures how long the customer waits for the first qualifying response after creating the ticket. It is different from the resolution SLA.
Ticket A combines widespread impact with high urgency because a complete checkout failure prevents all customers from purchasing.
The ticket was created at 9:00 and the first qualifying agent response occurred at 9:18, so the first-response time was 18 minutes.
An SLA clock should be paused only under documented policy conditions. A common example is waiting for information that only the customer can provide.
Escalation is appropriate when significant impact, an approaching deadline, and an unresolved dependency create a serious risk of delay or breach.
The ticket concerns a billing charge and is written in Spanish. Skills-based routing should send it to agents qualified in both the issue category and language.
Consolidating duplicates prevents conflicting work and fragmented communication. Relevant messages and history should remain accessible in the primary case.
A structured handoff preserves continuity and accountability. It reduces repeated questions, duplicated work, and delays for the customer.
Ticket B is active, has consumed 92% of its SLA allowance, and has only eight minutes remaining. Ticket C is paused under policy, while Ticket A has more time available.
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