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When a support request is received via email, what is the first step?
A) Immediately start working on the fix.
B) Review the client's email carefully.
C) Add the ticket to ClickUp.
D) Respond to the client within 2 business hours.
What should you do if a support request received via email lacks necessary details?
A) Wait for the client to provide more information.
B) Ask specific questions right away in your response.
C) Start working on the fix with the available information.
D) Assign the ticket to another developer.
After completing a quick fix (under 30 minutes) for a support request received via email, what should you do?
A) Update the client immediately.
B) Mark the task as in QA in ClickUp.
C) Both A and B.
D) Wait for the client to confirm the fix before taking further action.
When working on a complex issue that takes longer than expected, how often should you update the client?
A) Every hour.
B) Every 24 hours.
C) Once a week.
D) Only when the issue is resolved.
For support requests assigned via ClickUp by a project manager, who should you contact first if the ticket lacks details?
A) The client directly.
B) The project manager.
C) The support team.
D) Another developer.
For support requests assigned via ClickUp, under what circumstance can you email the client directly?
A) To provide regular updates on the fix progress
B) Only if the project manager explicitly asks you to.
C) If you need clarification directly from the client & the PM says you can
D) Never, all communication must go through the project manager.
What should you do if you encounter a hosting or server issue while working on a support request?
A) Try to fix it yourself.
B) Contact the hosting provider or escalate internally.
C) Inform the client immediately.
D) Ignore it and focus on other aspects of the fix.
According to the communication best practices, which of the following should you avoid?
A) Responding within 2 hours.
B) Using clear explanations.
C) Assuming the client understands technical terms.
D) Updating ClickUp with details.
For support requests received via email, you should always wait for the client's confirmation before marking the task as complete in ClickUp.
True
False
If a client is unresponsive after you request more details, you should close the ticket immediately.r
False
True
What should the "Auto Update" setting be configured to in Automate settings?
A) Auto Update Core Only
B) Auto Update Plugins Only
C) Auto Update All
D) Do Not Auto Update
The recommended response time for acknowledging a support request received via email is within 2 business days.
True
False
When working on a support request assigned via ClickUp, you should email the client with updates regularly.
True
False
When creating a ticket in ClickUp, you should sometimes include details
True
False
Under what condition should you NOT set up Snapshot Pro?
A) If the site is hosted on SiteGround
B) If the site is hosted on Cloudways
C) If the site is hosted on WordPress Engine
D) Both B and C
If a one-off request turns into a full project, what should you do?
A) Continue working on it as a support request.
B) Move it to ClickUp as a new project request and notify the client.
C) Inform the project manager and let them handle it.
D) Ask the client to submit a new request.
If you are stuck on a support request, you should first try to fix it yourself for at least 24 hours before asking for help.
True
False
Which method should you select when connecting a new site to WPMUDEV?
A) Manual method
B) Automatic method
C) Hybrid method
D) Custom method
Which email address should be set as the "Email Recipients" in Automate settings?
A) admin@clikitnow.com
B) support@clikitnow.com
C) webdev@clikitnow.com
d) blake.whittle@clikitnow.com
Which configuration should be applied for Uptime Monitoring?
A) WordPress Maintenance Backup
B) WordPress Maintenance UpTime
C) WordPress Maintenance SEO
D) WordPress Maintenance Security
Which services should be selected when setting up reports, assuming Backups are enabled?
A) Updates, Security, Uptime
B) Updates, Security, Uptime, SEO, Backups, Analytics
C) Updates, SEO, Analytics
D) Security, Uptime, Backups
What is the recommended schedule for generating reports?
A) Weekly | Day 1 | Time 3:00 PM
B) Monthly | Day 1 | Time 3:00 PM
C) Monthly | Day 15 | Time 9:00 AM
D) Weekly | Day 7 | Time 12:00 PM
The "Scheduled Checks" in Automate settings should be set to Every 6 hours.
True
False
You should set up Snapshot Pro for every site, regardless of the hosting provider.
False
True
If SmartCrawl Pro is already installed, you need to click "Run Test" to generate the SEO report.
True
False
The report’s cover page should ideally be color-matched to the client’s site.
True
False
A client requests a new feature. Before asking for more details, what should the developer do?
A. Immediately ask the client to clarify what they want.
B. Check ClickUp, emails, and past tickets for any related information.
C. Assume what the client wants and start working on it.
D. Tell the client that the request is unclear and needs more specifics.
The final step after setting up the site in WPMUDEV is to star the site.
True
False
Which of the following best describes the mindset recommended for handling urgent tasks according to the guidelines?
A. Prioritize speed over everything else to satisfy the client's urgency.
B. Take your time to ensure the highest quality, even if it means delaying the resolution.
C. Balance quick action with clear communication and thorough documentation.
D. Focus on fixing the issue without bothering the client with updates.
When explaining a technical issue to a client, what is the best approach according to the SOP?
A. Use technical jargon to sound professional.
B. Provide a detailed explanation of the entire process.
C. Keep the explanation simple and action-oriented.
D. Avoid explaining the issue and just say it’s fixed.
Before asking a project manager about a task, what should the developer do?
A. Ask the PM immediately for clarification.
B. Check ClickUp, past emails, and relevant documentation.
C. Wait for the PM to provide all necessary information.
D. Assume the PM will handle all client communications.
A client emails saying, "The contact form isn’t working." According to the SOP, what should the developer do first?
A. Ask the client for more details about the issue.
B. Check the website to see if the form is indeed not working.
C. Wait for the project manager to provide instructions.
D. Send an email to the client saying, "I’ll look into it."
A developer notices a potential UX issue on the client’s website that isn’t part of the current task. What should they do?
A. Ignore it since it’s not part of the current task.
B. Report the issue to the client without suggesting a fix.
C. Suggest a possible solution along with explaining the issue.
D. Wait for the client to notice and report the issue.
A client sends an email about a non-urgent issue. According to the SOP, when should the developer acknowledge the email?
A. Within 15 minutes.
B. Within 2 hours.
C. Within 24 hours.
D. Within 2 business days.
A client reports that their website is down. According to the SOP, what is the expected response time?
Immediate action, response within 15 minutes.
Acknowledge within 2 hours, fix within 24 hours.
Response within 1 business day, fix within 3 days.
Response within 2 business days, fix as scheduled.
Developers should always ask the client for more details before starting to work on an issue.
True
False
For non-urgent but time-sensitive issues, the developer should respond within 1 business day and fix within 3 days.
True
False
When communicating with clients, developers should use technical jargon to demonstrate their expertise.
True
False
If a developer identifies a potential issue that isn’t part of the current task, they should ignore it to stay focused.
False
True
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