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Allstate Technology Support Centre

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1.
If we notice we have a returned incident, do we Assign the Return ticket to ourself ?
2.
If we notice we have Re-opened incident, do we assign it to ourself?
3.
What steps do we follow when there is ATSC ServiceNow Contingency or ServiceNow outage? ( Mention only KB number)
4.
List the 5 Knowledge articles which can be used for Silent Calls?( mention the KB numbers)
5.
What should be the priority on the incidents created for FNOL issues?( only the number)
6.
How to deal with Ricoh hardware issues? (Mention only the KB number)
7.
What should not be done while performing a Group Policy update?
8.
Should we create multiple tickets for each affected claim encountering NGCS-0005 error message?
9.
What is the new name of Service now group LRN_XE_SUP? (Mention only the assignment group )
10.
What is the time for a call/chat to be answered?
11.
What is the Citation Goal percentage
12.
What are the scenarios for which a fatal Defect is marked?
13.
What process do you follow when creating a Compucom and the client is unable to provide details such as serial number, model type, computer name? ( mention only KB number)
14.
How many TFA tokens can a client register?
15.
What is the mandatory step that needs to be performed before escalating an Incident for WFMS, ERL and Process Claims mobile client?
16.
If a user has an incident already escalated and they want to add more claims, What do we do?
17.
Is the 3 strike policy of sending email to the client applicable for the open-idle incident?
18.
When should “KB0068025 - SMS Application Drop Requests or Issues” knowledge base article be used?
19.
What are the information that we seek during Manual verification of PCI Compliance and from where?
20.
What does the ip address start with when the client is connected to the VPN?
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