Across
- 3. It refers to the process of transferring customer issues or inquiries to higher authorities when frontline support is unable to resolve them.
- 5. A temporary or generic value used as a substitute in a field or content.
Down
- 1. A metric gauging customer satisfaction and loyalty based on survey responses.
- 2. Chronological record capturing system events and user activities within the helpdesk system.
- 4. A formal commitment defining expected service standards and response times.