Support Ops Tests

Knowledge Base — Advanced

Semantic search, GenAI risk, health scores, enterprise visibility, migration, SEO, and ethics.

Knowledge Base — Intermediate

KCS, lifecycle, governance, localization, macros, compliance content, and deflection analytics.

Knowledge Base — Beginner

KB purpose, article structure, search, deflection, freshness, and basic success metrics.

Support SLA — Advanced

SLO/error budgets, enterprise design, penalties, multi-vendor, DR, migrations, and SLA ethics.

Support SLA — Intermediate

OLAs, multi-SLA, escalations, holidays, credits, engineering alignment, and operational reporting.

Support SLA — Beginner

Support SLA basics: response vs resolution, business hours, severity tiers, pauses, and breach concepts.

Ticket Triage — Advanced

Major incidents, follow-the-sun, security triage, ML governance, federated support, and taxonomy QA.

Ticket Triage — Intermediate

Multi-channel triage, automation, VIP handling, escalations, SLAs at assign, and backlog under load.

Ticket Triage — Beginner

Foundations of support ticket triage: priority vs severity, routing, intake, and first-response habits.