Quiz
BLR OC Process Test - August 2019
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Perguntas do quiz (20)
1When at the customer site, the CE finds that the defective asset has a different Serial Number than the case is entitled on. The CE asks the CSC agent to re-entitle the case to the Serial Number of the real asset. The CSC agent communicates the re-entitlement result while on the phone with the CE, and by documenting it in the Onsite Task Chatter feed. After Re-entitlement, if the real asset has Onsite Service Entitlement, what will the agent do?
- ATransfer the CE Call to Technical Support Team.
- BEntitle the case - update customer details - send Email to the CU - monitor case.
- COffer CE a Call back
- DContinue with Onsite Service Delivery
2If a PSP rejects the task stating that they do not have the resource / skill for the service, what will the agent do?
- AEscalate to the management team
- BNotify your SME/Manager
- CSend a new task to Unisys
- DNone of the provided options
3While processing a clean task you notices that there is both SDI and special instructions in One Note. In this case which instruction do you follow?
- ASDI
- BOne Note
- CCheck both SDI and One Note
- DContact the Previous Case Owner
4What is CVS?
- ACustomer Validation Service
- BCompliance Validation Service
- CClient Validity Service
- DCompliance Verification Service
5CE calls in stating he has arrived onsite and the recommended part did not resolve the issue. What will the OC Agent do?
- AAsk the CE to conference the call with Customer
- BTransfer the call to Technical Team to provide further diagnosis
- CDiscuss the scenario with the customer and then proceed to conference the call with the Technical Team
- DContact the previous Case owner of the case.
6Should SDI instructions be copied and updated in One Note Template?
- AVerdadeiro
- BFalso
7What is FSC in HPE”s Portfolio?
- AFoundation Support Center
- BFoundation Solution Center
- CFoundation Service Center
- DFoundation Support Case
8When do we create shipping issue ticket?
- AWhen wrong part is received
- BPart received is damaged
- CWhen there is no part delivered
- DAll of the provided options
9CE claims that he has arrived at Customer's Site and is unable to gain access or contact Site Contact
- ACreate a revisit and inform CE to leave
- BTry contacting customer and Create a revisit
- CTry contacting customer & request CE to wait for 30-60 min & to call us before leaving the site
- DRequest CE to close the task and send an email to customer without new task
10The Primary shipping Plant locations for US NBD are
- AC299 Central Warehouse
- BC208 DF Supplier
- CC212 DF Supplier
- DAll of the provided options
11What is the SW for 'State Farm' in MNEA region according to One Note?
- AInformation not available
- BDuring business hours
- C0900-2100
- D08:30-10:30
12Who is the resident CE for FEDEX customer in Colorado springs?
- ARobert New
- BKen Rambo
- CFred Martin
- DMary Gilreath
13What does it mean if POD details has RTS?
- APart is collected by RTS
- BUPS dropped the part at Remote inventory
- CPart is there at FSL but nobody picked it
- DPart has been returned to stock
14Is Mitel in Canada a white glove customer?
- AVerdadeiro
- BFalso
15L1 has provided an hour window in the onsite task for 4hr response case.
- ADispatch the task with correct 4hr window
- BUse #REJWINDOW and dispatch it with one hour
- CUse #REJWINDOW and dispatch it with correct window
- DDispatch it with one hour without any change
16What is the Hashtag used for requesting CE assignment and details in OMC standardized chatter feed?
- A#OMC01
- B#OMC02
- C#OMC03
- D#OMC04
17What is the TAT for picking up a case and overall case handing for OC Blr?
- A2 and 10
- B3 and 20
- C8 and 17
- D5 and 15
18Federal Account Tasks can be identified by?
- ALooking at Region and District in the task.
- BLooking at the SDI.
- CLooking for the required info in POA.
- DNone of the provided options
19A CE goes to the FSL to collect parts before visiting the customer site. He finds one of the part is available and the other one is missing. Which of the one following type Easi tool ticket will you log ?
- AShipping Issues
- BRMA
- CHot line
- DOrder Status
20While looking into the hold cases you come across a case where in the customer has not responded to mail requesting for a SW. You attempt to call the customer, but there is no response. In this scenario which hold code would you use in the hold template?
- A3:33
- B2:22
- C1:11
- D5:55
Informações
- Descrição
- Process test for the month of August 2019
- Autor
- Bharat Kumar
- Idioma
- English
- Visualizações
- 277
- Avaliação
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