Globe Network Support Quiz

What is the 1st thing that we need to do when the customer raised a concern about network issues?

• Identify if it's a new or a follow-up concern. This is to check if there is already an existing case raised for network issue.

• Create a network case and dispatch to NTG.

• Check if the account is still active.

• Probe and ask for the complete address. Check in Swiss knife if there is an ongoing network outage in the customer's location.

Why do we need to check if the network issue of the customer happened within or beyond 7 days?

• To check if the existing network case created on the account has feedback.

• Since we need to use the CEM web tool if the customer's network issue happened within 7 days.

• To educate the customer that we have system limitations for beyond 7 days network issues.

• Since we need to use the CEM web tool if the customer's network issue happened beyond 7 days.

What is the appropriate action if the customer raised a network issue and per checking the account, it is currently inactivated due to unsettled balance?

• Create a case and dispatch to NTG.

• Follow Reconnection handling.

• Just advise the customer to settle the balance.

• Process reconnection right away.

What is the tool that we can use to check if the area is identified as Hotspot?

• CEM

• SwissKnife

• NewFrontier

Emily, a customer, was experiencing a sudden loss of network signal on her phone while she was in a remote area. The customer service representative advised her to perform basic troubleshooting. Which troubleshooting step is recommended to perform first based on the provided information?

• Turn off and on the handset

• Remove SIM and battery pack for 30 seconds and refresh network connection (for feature phones)

• Check Airplane mode status in settings (should be off)

• Manual Network Selection: Check preferred network type in Mobile Network settings

John tried inserting a different Globe SIM card into his phone, but it still didn’t receive a signal. If a customer's phone fails to receive a signal after inserting a different Globe SIM card, what should the customer service representative advise the customer to do next?

• If the SIM worked into another handset, inform the customer that the handset may be defective. Advise bringing it to the nearest Authorized Service Center.

• Insert a different Globe SIM to the customer’s own handset and check if it will get a signal. If the other Globe SIM gets a signal, the SIM card may be defective and may be subject for replacement.

• Probe further depending on the complaint.

• Advise the customer to try using a SIM card from a different network provider.

Phil is complaining about no signal. As an expert you probe questions and provided basic troubleshooting steps which resolves the concern. What is the correct MyBSS tagging for the said concern?

• Tagging: Transaction Group: GLOBE POSTPAID Transaction Type: GNC-NETWORK RELATED COMPLAINT Concern Type: DATA CONCERNS Main Details: CAN’T BROWSE Sub Details: ADVISED PART OF HOA

• Tagging: Transaction Group: GLOBE POSTPAID Transaction Type: GNC-NETWORK RELATED COMPLAINT Concern Type: SIGNAL CONCERNS Main Details: WEAK SIGNAL Sub Details: ADVISED PART OF HOA

• Tagging: Transaction Group: GLOBE POSTPAID Transaction Type: GNC-NETWORK RELATED COMPLAINT Concern Type: SIGNAL CONCERNS Main Details: NO SIGNAL Sub Details: ADVISED PART OF HOA

Maria called in to report that she cannot make outgoing calls since yesterday. Jake the agent validated that based on Swiss knife tool, Maria’s data has NO DATA SIGNAL. As an agent what will you request to help Maria?

• Create a network ticket and advice to wait for 7 working days feedback from network team.

• Advice Maria to create a ticket for alignment of service within 24hrs.

• Advice Maria to do the basic trouble shooting by resetting the network settings of her phone and retry to connect to mobile data

• All of the above since this is part of the network process.

Roxanne experience slow browsing in her current location. The agent who receive the ticket was able to determine that this is the first time customer complained on slow browsing and was able to get the details of the complaint. What will be the next step?

• Validate if customer complaint is within 7 days or beyond 7 day. If within 7days, check CEM.

• Perform basic troubleshooting steps.

• Perform fraud validation and check account status.

• Check swissknife for outage and check if location is part of hotspot.