Case Management

For General Enquiry, you shouldn't fill in the Root Cause or the Fix except for Fast Log cases

• So true!

• The answer is NO!

What Case Record Type should I use for a system issue that happened DURING Provisioning?

• Customer Fault

• Billing Enquiry

• Provisioning

• General Enquiry

If you help a customer adjust their phone settings, you should choose "Reconfiguration" as your Fix.

• Of course that's True!

• No! That is False!

When should you use the Root Cause: Customer Error?

• If issue was caused by a known issue that is captured by a known error case.

• If issue could not be fixed or the customer stopped responding.

• If issue could not be replicated or the issue seemed to have been fixed.

• If issue was caused by a customer error or incorrect device configuration.

If a customer reports No Service then you found out that the cause is a stuck work order, which Root Cause will you use?

• Provisioning Failure

• Faulty SIM

• Customer Error

• Not Replicated