Week Two

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5W11-Week2
Question #1: Fill in the blank. The Unbreakable Rules of PSA seek to help maximize __________ and __________.
Question #2: Fill in the blank. One of the top three Unbreakable Rules states, “One Issue, One __________.”
Question #3: Select three answers. Which three of these options are among the minimum requirements for a true Quality Ticket?
Question #4: Select all that apply. If we do not track ALL time in the system, it means that the __________ will not be accurate or meaningful.
Question #5: If we track time in real-time, any technician can call any other technician on a missing time entry.
Question #6: Select two that apply. Working and tracking time in real-time also means that:
Question #7: What term do we use to refer to the hours you provide the client for issues that are covered under managed services?
Question #8: The ticket can be created any time, as long as the issue gets fixed.
Question #9: Value refers to the hours of service you provided to the client for issues that were covered under the Managed Services Agreement.
Question #10: What term refers to the additional income from services provided for issues not covered under the Managed Services Agreement?
Question #11: Select all that apply. For what purpose do we use time increments?
Question #12: Select all that apply. What are the gains that we receive when we track time in real-time?
Question #13: Fill in the blank. In the Unbreakable Rules, “All work is performed against a _________.”
Question #14: What is the additional income from services provided for issues not covered under managed services?
Question #15: As an Unbreakable Rule, how much time should be accounted for?
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