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THWACK Monthly Mission - July 2019

Community Manager

ITSM groupies? It could happen.

Take your service management strategies from opening act to headliner with SolarWinds® Service Desk.

A bustling ticket queue, escalating service requests, emails, phone calls, walk-ups, and messages. There’s so much noise. But, now it’s your time to make some fans! Slay those SLAs, improve your CSAT, and create an employee experience worthy of dropping the mic. SolarWinds Service Desk will set the stage for you to start boosting employee productivity and employee satisfaction.

Are you ready to conduct comprehensive service beyond IT tickets? Start your mission.



JULY MISSION

Use the mission’s resources to complete the tasks and answer the questions for a chance to win!

Correctly answer each question during the week and you'll be entered for a chance to win the weekly prize.

Correctly answer all 20 questions over the course of the month and you'll be entered for a chance to win the grand prize.

150 points are being awarded for each correctly answered question. There are 20 questions, which means you can earn a maximum of 3,000 points for this mission.

Want to join the mission, but not a member? Sign up FREE now!

PRIZES

Weekly Prizes & Drawing Dates:

July 8, 2019: $100 Spotify gift card

July 15,  2019: Portable turntable

July 22, 2019: Bluetooth ottoman speaker

July 29, 2019: Wireless bluetooth speaker

Grand Prize:

July 29, 2019: Bose Noise cancelling headphones



MISSION RULES

A new question will open every day (Monday - Friday) starting on July 1, 2019. Once a question has opened, it will remain open until July 28, 2019 at 11:59 p.m. CT. Check the schedule below for exact open/close times.



MISSION SHORTCUT

Complete the mission shortcut to earn an additional 1,000 THWACK® points & enter to win a Sonos Surround Sound System with Beam

The shortcut is simple, follow these instructions:

The SolarWinds Service Desk service portal helps guide your employees directly the resources they need using artificial intelligence (AI), or as we call them, Smart Suggestions. This functionality is built to promote case deflections and assist requesters with providing the information needed to get their issue resolved faster. However, many employees are used to sending emails or calling the service desk, making it hard for organizations to experience the full benefits of the portal. In this Mission Shortcut, you’ll customize a service portal the employees at your organization will be proud to use.

SHORTCUT STEPS:

1. Start a SolarWinds Service Desk Trial

2. Navigate to Setup > Service Portal

3. Customize the following service portal options

     a. Add your Company’s Logo

     b. Add your Company’s Favicon

     c. Choose your Primary and Secondary Colors in the Colors section

     d. Update your Welcome Message, and, keep it clean folks:

          i. Name your service portal in the “Title” field

         ii. Replace the Image in the “Main Message

        iii. Write a new “Main Message” under your new image

4. In the Menu Navigation, under the “Menu Label” column, change the label for Knowledge Base to FAQ Articles

5. Take a screenshot of your newly branded service portal and submit it here

WEEKLY PRIZESMONDAYTUESDAYWEDNESDAYTHURSDAYFRIDAYWINNERS
Week 1: Complete questions 1-5 by July 7, 2019 to be entered to win: $100 Spotify gift card
Week 2: Complete questions 6-10 by July 14, 2019 to be entered to win: Portable turntable
Week 3: Complete questions 11-15 by July 21, 2019 to be entered to win: Bluetooth ottoman speaker
Week 4: Complete questions 16-20 by July 28, 2019 to be entered to win: Wireless bluetooth speaker

Correctly answer all 20 questions by July 29, 2019 and get entered to win the Grand Prize! Bose Noise cancelling headphones



July Mission Terms & Conditions: US, UK, and Canada | Germany | Australia

July Mission Shortcut Terms & Conditions: US, UK, and Canada | Germany | Australia

274 Comments
Level 13

I don't appear to have received the points for answering question 6 correctly. Was off for a couple of days this week so didn't notice immediately.

Level 9

the Fonz is always okay.

Doh! First red "X" in a while, all because I didn't read through the hint.  There is an issue, though, yumdarling​, as kurtrh mentioned, where I did not select an answer and the system thought I did.  I don't want a reset because I ultimately got it wrong, even if the system bug wasn't there, but thought you should be aware.

Level 8

I also did not select an answer but the system thought I did.

Level 9

I should have read the comments before answering today's question.  It definitely has an issue with the answers.

Level 12

I ALWAYS read comments before I answer, it is a good habit to start doing.

Level 12

hmmm, I didn't have an issue this morning asheppard970​ did you click an answer then un click it?  I just clicked the "correct" answers.

Level 8

Same here, the system said I selected an answer that I did not choose. Definitely an issue with today's question. I am sure they are working to get it corrected.

Nope, I clicked only 2 answers (I should have finished reading the hint text before I hit Submit as there was a third answer that was also correct).  But the fourth I did not check and the system said that I did.  This seems to be an intermittent issue that doesn't affect everyone, only a select few.  I've seen it mentioned by other folks on other questions.  As mentioned, I do not want a reset as I would have gotten the question wrong even if the bug wasn't in play; I just wanted Yum and/or Danielle to be aware.

Community Manager
Community Manager

Thanks for letting me know everyone. I'm looking into it..

Most mysterious

Level 12

Same thing here, it said I choose options I know I didn't select for today's (Friday) question.

Level 14

1st week was pants, but second week was better. I must be finally learning to read the question properly.

Level 13

My highschool microbiology teacher used to show how many people got which questions right, and calculate the standard deviations for each question. Any question where the number of people who got the question wrong exceeded 2 standard deviations was thrown out. He stated that if that many people got a specific question wrong, the either the question was phrased incorrectly or the material was not covered adequately in class.

Yes, some questions can be wrong or test on material not adequately presented.

Level 12

Just making sure that people can post.

Havnt seen any comments, thinking people are still sleeping or something.

Image result for monday meme

Level 9

pretty sure this happened to me on question 2 but i attributed it to accidental misclick or something.

Level 9

I'm still sleeping, but you're awesome too!

Level 12

Your Teacher seemed to wish to make sure of the validity of the test, and perhaps even self-checking his/her curriculum to the Students. A very Wise Instructor who must have really wished that the Students got the most out of the class. I wonder if yumdarling​ could advise the troops here (fellow thwackers) if there is a similar system that is used in the background on an ongoing basis to weigh correct .vs incorrect answers to the questions. I imagine the results would be very important to shaping future missions while ensuring that Solarwinds product/tool benefits are clearly presented, leading to further evaluation or sales of those products, which of course is the real purpose of these. Thanks for bringing that forward ebradford

Community Manager
Community Manager

There is indeed a similar process to your beautiful bell curve method, we definitely want these missions to be both challenging and fun, we don't want them to be frustrating or too difficult. Even if I don't hear from the troops about a question, I go check on the answer data (maybe I just have a little data problem), so never fear on that front.

I do appreciate you bringing this forward and I want to continue these discussions. If y'all feel like something is weird, unfair, not right, you know where to find me

Level 12

I figured there might be.... but thank you for taking the time to answer/comment.

As to felling like something is weird..... well we are in IT weirdness, is just the Status Quo...

wierdness.jpg

Please enjoy your day. 

Level 8

No you

Level 12

Well, at least this is a bit different

LeSigh.JPG

Week 3, Q12.

I don't know what's exactly they wanted to ask. There is no question only 4 option . Sometime solarwinds trying to play with minds.

pastedImage_0.png

Level 10

I just assumed they were asking about the service desk, looked at the datasheet and got the answer right.

https://www.solarwinds.com/-/media/solarwinds/swdcv2/licensed-products/service-desk/resources/datash...

Level 11

Haha! Did the same thing!

It takes knowledge to get an answer correct, but skill to answer a question not asked haha!

Community Manager
Community Manager

Bruce Almighty typing.gif

Me while nursing my baby this morning...

The question is totally there and I don't know what you're talking about *shifty eyes*

Level 9

yumdarling Thanks for fixing the question before I got to it! Also congrats on the little one! Always an exciting and at the same time completely draining experience! (Source: 3 kiddos of my own, and my wife who is amazing making it through those times with them!)

Level 12

Select all that apply?

Got the red X today.......

Community Manager
Community Manager

Thanks for catching that, melonizame

I fixed it and reset your question.

Level 12

yumdarling​ am I missing something?  Well besides the question, I got the Red X.  If I screwed up its on me, don't reset.

Can you check the question and make sure it is configured correctly?

Community Manager
Community Manager

It's definitely a "Select all that apply" day. I went ahead and fixed it.

Level 12

I hope you got it right!

--editors note-- This forum doesn't nest posts or allow to reply to specific posts, so some comments might not make sense.

Community Manager
Community Manager

Oh man, Trevor. I am SO tired all the time. I am at like.. 50% of my usual exuberance. I'm sorry you have to meet me this way (lol).

But for real. My kids are amazing. My daughter is my superhero and she's only 5 months old ❤️ ❤️ ❤️ and my 3 year old son is the bees knees. Basically, if you ever have nothing to do (hahaha, I know, same), feel free to hit me up for some baby conversation. I can talk about them ALL DAY.

Level 10

I missed today's question, first one I've missed in quite some time. Two critiques: the hint provided is very poor. Since the hint page is just a search bar essentially, I opted going simple and typed "ITIL" which produced three results, noted below. That was my answer. It was wrong. Looking at Incident Management, ITIL is not mentioned, so it's not as though something is broken with the use-case search bar.

Secondly, the message lacked any feedback whatsoever. I expect the answer to be given to tell me what I should have selected so that I can learn something, but today's wrong answer response was a mere "Sorry, that's not correct." That's not helpful.

pastedImage_0.png

Level 14

This is also present.

Full ITIL suite (incident, problem, change, release) paired with customizable automation

Level 9

It's at the bottom of the page.

pastedImage_0.png

Level 10

meyer837  wrote:

I missed today's question, first one I've missed in quite some time. Two critiques: the hint provided is very poor. Since the hint page is just a search bar essentially, I opted going simple and typed "ITIL" which produced three results, noted below. That was my answer. It was wrong. Looking at Incident Management, ITIL is not mentioned, so it's not as though something is broken with the use-case search bar.

Secondly, the message lacked any feedback whatsoever. I expect the answer to be given to tell me what I should have selected so that I can learn something, but today's wrong answer response was a mere "Sorry, that's not correct." That's not helpful.

pastedImage_0.png

As others have pointed out, the hint page does provide the answer.

Hints are meant to be just that, ​hints. ​Just because the answer didn't pop up verbatim or via CTRL F does not invalidate the question.

For example you could have looked at the Solarwinds service desk data sheet, the answer would have also been in there.

If the hint was misleading, I could side with you.. but that's not the case.

I do agree that the feedback response could have actually provided the answer so I'll give you that.

Forgive my rant if it feels like i'm singling you out. Just gets tiring after a while seeing people complain that the hints are not the literal answer.

Level 11

Well said!

I personally don't mind the digging if there is an answer I am unsure of... I often find I learn more or remember something else that answers my other queries!

I do think there is a lot of negativity regarding these quizzes which I find unjustified. It is making learning fun again!

Level 10

No worries @███, in any case I wasn't complaining about missing out on points, I have dug 4 or 5 links in and read multiple e-books in the past to find out an answer. In this case, I was being a bit deliberately obtuse but also trying to show how others might intrepret information. Remember that these missions are a way for Solarwinds to test it's marketing copy. My highlighted screenshot was meant to show that if they wish to market on the ITIL features, they should be even more obvious than what is on the current version of the linked hint page. Yes, I do realize that the ITIL features are highlighted at the bottom of the page, but I know that others might not scroll down that far either, especially when it just looks like footer material on a search/knowledgebase page.

That being said, there really is no excuse for the "Sorry you're wrong" message for the incorrect answer. Those messages absolutely need to say what the correct answer is so that learning and feedback can happen.

Level 16

Si, la pregunta de hoy es mas facil que la de ayer

Level 9

Yesterday I tried to download the free trial, but I never received the instruction link. Can you help a brother out??

Community Manager
Community Manager

Hi danerada​,

I'm DMing you

Level 9

yumdarling Groovy!

Level 11

ARGH! Misclicked todays question!

Never mind, there is always next week!

Level 8

Today's question was about integration with other tools, the you got it wrong page was about upgrading from web help desk.

Level 9

Damn. I thought today's question had radio buttons, not check boxes. I selected the first answer I saw and hit OK. Whoops.

Don't do these questions when you're tired.

Level 9

I figured since the tool (without naming it, to avoid giving away the answer) was owned by Solarwinds, it would offer integration. That's what tripped me up.

Level 10

So are they saying that "web help desk" is a correct answer per the "you got it wrong" reference?

geosca​​, the answer to that question is in today's hint.  If someone was to answer your question directly, either affirmative or negative, it would give away the answer.

Level 10

I see a winner for week 2, but i do not see a winner for week 1...

anybody seeing the same?

Level 10

I also see a winner for week 2 but not week 1.  They want to be really sure that the right person gets the Spotify gift card.