This graded knowledge test checks deep understanding of the Retail IT Service Desk training (ticketing, tools, workflows, and troubleshooting). Instructions: - Answer based on standard process and what you were trained to do. - Some questions have multiple correct answers. - For scenario questions, include clear ticket notes, next steps, and escalation decisions. - Do not include sensitive info (passwords, personal data) or vendor contact details.
A store calls and says online orders are not coming through, but the register is still working for in-store sales. Which ticket type is most appropriate to open?
Before you submit a new ticket, which TWO items are most important to capture to prevent delays in troubleshooting?
When a ticket is set to In Progress, you should send an update to the user from the ticket every time you work on it.
You’ve asked the store for a screenshot/error message needed to continue troubleshooting, and you cannot proceed until you receive it. What ticket status is most appropriate?
In one to three words, what is the main purpose of attaching screenshots or error messages to a ticket?
Which statement best describes the correct approach to 86ing in an online ordering context?
Match the ticket status to what you should include in the customer-facing update (if any).
| Draggable item | arrow_right_alt | Corresponding Item |
|---|---|---|
Cancel ticket | arrow_right_alt | Specific info needed + deadline/next action |
Waiting for Customer | arrow_right_alt | What was fixed + confirmation request |
In Progress | arrow_right_alt | Cancellation reason + how to reopen |
Resolved | arrow_right_alt | No update unless you need something |
Put the escalation workflow steps in the correct order.
Change ticket status to Escalate
Click Escalate/submit to route the ticket
Select the correct assignment group
Add an internal note with what you tried and why you’re escalating
A store reports “the network is down.” What is the best FIRST step before attempting deeper troubleshooting?
You are considering starting a remote session to a live store device. Which TWO are appropriate reasons to proceed?
Two tickets arrive at the same time. Which one should be prioritized FIRST?
In a Meraki-style network dashboard, where would you typically look first to confirm whether a site is online and whether clients are connected?
Which TWO statements best describe correct use of a Knowledge Base (KB) link in tickets?
Put these troubleshooting steps in the best order for a live store call.
Send a clear customer update or escalate with notes
Gather evidence (exact error, screenshot, timestamps)
Document actions/results and set next step/status
Confirm impact and scope (what’s down, what still works)
Check monitoring/status tools for current health
Attempt a safe, reversible fix or targeted test
A McAlister's store calls at 10:30 AM — terminals stuck on "Waiting for End of Day" since last night. Store can't take orders.
Walk through your diagnostic steps. What files/markers confirm whether EOD ran?
All 3 Jamba terminals show a yellow banner. Meraki firewalls light indicator is RED.
What does a red light mean in a firewall, and what are your steps?
Carvel store: POS shows the customer display and customer screen shows POS ordering. What should you do?
Schlotzsky's OLO went down 2 hours ago. Online orders not appearing on POS. What should you do?
Jamba kitchen printer shows "offline" but is plugged in and powered on. How should we proceed to resolve this issue?
Auntie Anne's: Terminal 2 is red, but Terminals 1 and 3 are green. What should you do?