TL Quizz

if CST has Voice down and paid bills within 2 days your action :

• Create TKT on UCRM Tool

• Re-escalate TKT to IU with Voice down problem

• inform CST to Check with Sales

if TKT Unable To obtain , 2nd Update from Noc to reset and reconfigure

• Will make Reset and Re-configure

• Will Reseclate TKT again if same problem

• will let CST to check with another Router

IF Visit done Is it Mandatory to ask CST if Connection Setup Changed after Tech Visit ??

• True

• False

IF Front Line Created TTS Case with Full T.S and CST has the same issue :

• Will Call CST to Confirm With Him T.S

• will escalate TKT without Calling CST

IT SLA

• 72 H

• 72 WH

• 48 H

 If technician sold wire for customer you will chose in survey on IRS,

• a.Tech. asked for money (Yes).

• b. Tech. asked for equipment’s (Yes).

• A & B.

if last Update from IU "Problem Solved after Change External " closing reason will be ?

• MV-internal wiring

• IU resplite

• TE related Problem

If TKT is Physical instability with Fix from 2 days , you will act as per

• Assia Clear View Result

• Dispatch Score Process

IF CST not reached and Assia Result is “Technician dispatch” your action

• Will Transfer ticket to MCU.

• Will Re-escalate ticket to IU after 2 trails

• Will Check IU update if Represent fix will Re-escalate to IU after 2 trails with full T.S

FFC Created:23-02-2023, 09:15 PM,Transfered CC-Follow up: 24-02-2023, 04:47 PM,Call Time : 24-02-2023, 05:59 PM,Visit Time : 26/02/2023 , 01:00 PM, your action :

• Transfer TKT To follow Up pool with Visit Schedule Status

• Transfer TKT To Advanced pool with Visit Schedule Status

• Transfer TKT to IU pool with time and date in FCC Note

• Close this TKT and Create a new to IU