MY Team Quiz 25-6

IF Assia Result " No Immidiate action " your action

• Will inform CST to let CPE on as po is running

• will inform CST that problem Solved

• Will Stop po then run real time again then act as per new result

IF Assia Result " No Immidiate action " and CST Confirmed that problem Solved :

• Will Close TKT as per CST Input

• Will inform CST with PO Script and TKT to MCU

• Will inform CST with PO Script and Close TKT

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

• 
  MV-internal wiring

• IU resplite

• TE related Problem

TKT BLQ returned from IU with Fix (Within 24 H), Dispatch score 14, has faults, and SR More than Opertional Speed , your action :

• 
  Create IR to run RTPO

• Re-escalate case to IU

• Inform customer that’s most suitable speed

• 
  Close TKT and open need PO TKT

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

• True

• False

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 with SMS and Full T.S

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

IT TKT SLA :

• 72 H

• 72 WH

• 48 H

• 48 WH

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

• 
  A: Create TKT on UCRM Tool

• B: Re-escalate TKT to IU with Voice down problem

• Both A &B

IF Close Code " Problem Solved after Change CPE "and Assia is Technician Dispatch , CST Not answerd in 2 trails ,

• Will Transfer TKT to MCU

• Will Re-escalate TKT to IU with T.S

• Will Transfer TKT to MCU With SMS

CST Asked to Change Main Wire , CST has not Tech issue ,your action is

• Inform CST that it is not available

• Escalate Voice down TKT

• Let CST to check With Exchange