Case Management

Case Management

Professional Development

5 Qs

quiz-placeholder

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Case Management

Case Management

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Easy

Created by

Leigh Dalugdog

Used 8+ times

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5 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

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!

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

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

Customer Fault

Billing Enquiry

Provisioning

General Enquiry

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

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!

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

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.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

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

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