CircleK GRADE A Q&A
Service Desk Sanford - (correct answer)What must you be logged in as in CKHEAT in
order to create tickets as a level 1 help desk technician?
Citrix Receiver - (correct answer)What application is needed to create a crossforms
work order?
Status Update - (correct answer)When updating an incident in CKHEAT with a
crossforms work order, what category in chosen for the new journal note?
Highest priority, starting with the earliest ticket created - (correct answer)When working
tickets from the bucket, what tickets should you work first?
False - (correct answer)If you work with the site over the phone, or perform actions for
the site, you don't need to reassign the ticket to yourself as long as someone is already
assigned to that ticket
EPOS Support - (correct answer)When creating crossforms tickets, who do you
dispatch as a primary for gulf coast stores?
Ask the site to call back when they can assist and send reminder email, place email in
new journal, and change the status of the ticket to "waiting for customer". - (correct
answer)If you contact a site and they say they cant help now, what should be your next
step(s)?
DVR journal port on back of the POS - (correct answer)When working on the LIFT/EVP
cabling, where should the cable going from POS printer port on the API be connected to
at a Verifone site?
That you called and spoke with (name and job title) - (correct answer)What should be
the summary line in your journal anytime you call a site and speak with someone?
, False - (correct answer)Crossforms is for maintenance entries only, we email vendors
separately for equipment dispatch
Copy the work order and the control number and paste them in your ticket - (correct
answer)After selecting stop in crossforms, and the detail window pops up, what should
be your next action?
Summary, Description, Service, Category, Sub Category, Impact, Urgency - (correct
answer)What are the mandatory sections before a ticket can be saved?
False - (correct answer)When escalating a ticket you create an internal Task to service
desk Sanford Tier 2
My active incidents - (correct answer)Where are your assigned tickets found in
CKHEAT?
Under Customer > Go to - (correct answer)Where is the site information such as
business unit and market manager name found in CKHEAT?
Verifone Service ID - (correct answer)If a store uses a Verifone site controller, what
information will be listed in the CKHEAT store info?
272 - (correct answer)What prefix is used for Sanford/Pantry stores when entering a site
number in crossforms or CKHEAT?
Service Desk -- Sanford > Tammy Shupe - (correct answer)What term and Owner is an
incident reassignment to when requesting a replacement PDI in CKHEAT?
Added as an attachment via the "attach file" option - (correct answer)How are
screenshots added to incidents in CKHEAT?
Service Desk Sanford - (correct answer)What must you be logged in as in CKHEAT in
order to create tickets as a level 1 help desk technician?
Citrix Receiver - (correct answer)What application is needed to create a crossforms
work order?
Status Update - (correct answer)When updating an incident in CKHEAT with a
crossforms work order, what category in chosen for the new journal note?
Highest priority, starting with the earliest ticket created - (correct answer)When working
tickets from the bucket, what tickets should you work first?
False - (correct answer)If you work with the site over the phone, or perform actions for
the site, you don't need to reassign the ticket to yourself as long as someone is already
assigned to that ticket
EPOS Support - (correct answer)When creating crossforms tickets, who do you
dispatch as a primary for gulf coast stores?
Ask the site to call back when they can assist and send reminder email, place email in
new journal, and change the status of the ticket to "waiting for customer". - (correct
answer)If you contact a site and they say they cant help now, what should be your next
step(s)?
DVR journal port on back of the POS - (correct answer)When working on the LIFT/EVP
cabling, where should the cable going from POS printer port on the API be connected to
at a Verifone site?
That you called and spoke with (name and job title) - (correct answer)What should be
the summary line in your journal anytime you call a site and speak with someone?
, False - (correct answer)Crossforms is for maintenance entries only, we email vendors
separately for equipment dispatch
Copy the work order and the control number and paste them in your ticket - (correct
answer)After selecting stop in crossforms, and the detail window pops up, what should
be your next action?
Summary, Description, Service, Category, Sub Category, Impact, Urgency - (correct
answer)What are the mandatory sections before a ticket can be saved?
False - (correct answer)When escalating a ticket you create an internal Task to service
desk Sanford Tier 2
My active incidents - (correct answer)Where are your assigned tickets found in
CKHEAT?
Under Customer > Go to - (correct answer)Where is the site information such as
business unit and market manager name found in CKHEAT?
Verifone Service ID - (correct answer)If a store uses a Verifone site controller, what
information will be listed in the CKHEAT store info?
272 - (correct answer)What prefix is used for Sanford/Pantry stores when entering a site
number in crossforms or CKHEAT?
Service Desk -- Sanford > Tammy Shupe - (correct answer)What term and Owner is an
incident reassignment to when requesting a replacement PDI in CKHEAT?
Added as an attachment via the "attach file" option - (correct answer)How are
screenshots added to incidents in CKHEAT?
