Customer Service Week Crossword

5. Closing a _________ closes all the children.
6. a holiday for us but not for financial institutions
7. email address for notification intended for all employees
10. __________ Expertise Efficiency. Every day. Every time.
11. set your Non-Ready code to this 15 minutes prior to leaving to complete any end of day tasks.
12. Teams channel for technical and non-technical information that everyone should be aware of
14. actions you take to resolve an issue that should be documented in the ticket
19. Not-Ready code to be used for time spent investigating an open ticket while the customer is not on the phone
20. takes calls during non-staffed hours
21. updates to major system outages should be sent at least _________
22. The ________ Email Report Template is used to document suspicious emails reported by users.
24. used for instant messaging
25. ticket management tool used by the Support Center

1. _________ Downtime procedures should be followed for outages of any major system in the BEPC environment.
2. the on-call contact should be notified off issues needing immediate attention even during _________ hours.
3. An engineering contact during non-staffed hours
4. call center front end used by Support Center to take calls
8. considered a major system in the BEPC environment
9. If it’s not in the _______, it didn’t happen.
13. a problem with a major system impacting multiple users or departments
15. required monthly cybersecurity training
16. SysAid template to be used for any caller who reports to Jolene Johnson
17. subject line tag for notifications that application or system has resumed normal operations
18. “Done” is never an acceptable one.
23. Send a ticket to ________ Support if no SA group exists for that software.