WorksheetsNesting Quiz
Total questions: 19
Worksheet time: 9mins
De que se encarga DSS y OOP
Ambos Software
Son lo mismo
Ambos hardware
OOP hardware, DSS software
Cuando un cliente molesto llama, pidiendo hablar con un supervisor sin ninguna informacion, lo mas apropiado es:
Colgarle
Pasarlo a un supervisor
Pedir la informacion antes de transferir
Negar la escalacion
Marque las opciones cuando un exchange es aplicable:
Cuando un manager lo aprueba
Cuando el cliente quiere
2 Depot
3 Onsite service con al menos un cambio de un mayor component en cada uno
Que cubre basic warranty ?
Hardware
Hardware and software
Hardware and some Windows issues
Best effort
Cual es su body agent favorito ? (seleccione todas las opciones aplicables)
Yendri
Yendri
Yendri
Todas las anteriores
Si un cliente pide un refund, que departamento se encarga del proceso ?
OOP
Customer Care
Sales
Techsupport
Que tipo de llamadas no se pueden loggear en SalesForce?
Relacionadas al order number
Relacionadas al DPS
Relacionadas a TS
Relacionadas a EXG
Si hay un DPS en process y un cliente llama para pedir un cambio de address, como se debe manejar el caso?
No se puede
Decirle al cliente que contacte a FedEx o Puralator
El caso se le escala al REX
Se crea un Fusion o un RA
Si un cliente reporta un issue relacionado a SAFETY HAZARD, como se debe proceder ?
Se transfiere a SAFETY HAZZARD department
Se escala el caso a AM
Se transfiere a OOP
Se comunica al SAFETY HAZARD team por correo
Un cliente llama para reportar una computadora roba, como se debe procedeer ?
Se le ofrece un exchange al cliente si tiene Accidental Damage
Se refiere al cliente a la compañia de seguros
El cliente debe de confirmar el address, solicitar un policy report ademas de completar un form en dell Website para poder poner un flag en la cuenta y asi no brindar servicio en caso que alguien contacte con la pc
REX & TM son los encargados de procesar estos tipos de casos
Si hay un problema con la garantia, que departamento se encarga de brindar el servicio ?
Sales
Techsupport
ARC
DSS
Si un cliente llama reportando que la garantia se vence antes de la fecha que hizo la compra, que se debe hacer?
Contactar L2 chat
Transferir a SRS
Transferir a CC
Contactar tag team
Which of the following is a type of internal hard drive used in the Alienware Cassini laptops?
SSDs and HDDs.
USB drives and HDDs
SSDs and SSHDs
HDDs, SSHDs and SSDs
Which of the following memory module form factors is used in Alienware Cassini laptops?
ECC RAM
MicroDIMM
DIMM
SODIMM
Karen has an Alienware 17 R5 unit and she wants to install her new Sandisk 128GB M.2 2280 SATA AHCI 6 Gbps into the laptop. The SSD works fine on the M.2 slot 3, however, it is not detected when on the M.2 slot 2. Why is the new SSD not detected on the M.2 slot 2?
The slot 2 from this unit is M.2 PCIe NVMe only.
The slot 2 from the PC is not functional
The Sandisk SSD is not functional
The Sandisk SSD is not compatible with this unit.
An onsite tech is working on an Alienware Area 51 R7 desktop. After replacing the motherboard and running the Enhanced Pre-Boot System Assessment he is receiving "2000-0511 CPU Fan failed to respond” error. What is the best possible solution?
Advise the tech to re-flash the Bios
Advise the tech to confirm the Liquid Cooling fan is connected to the system fan.
Dispatch a new Liquid Cooling replacement; the tech may have damaged it during the motherboard replacement.
Advise the tech to confirm the Liquid Cooling fan is connected to the LCM connector
Mathew has an Alienware Aurora R8 in which the ethernet is not working. The phone tech confirmed there were no hardware or software changes made, he also reinstalled the drivers, updated the Bios and tested a known good ethernet cable. There is no light activity on the LAN port LEDs, with or without the RJ-45 cable connected. Which is the part that needs to be replaced?
The network card
The RJ-45 port assembly
The back I/O board.
The motherboard
Which is the proper and primary channel to escalate a Guided Resolution problem?
Create a Request Assistance inside the affected SR
Email Jafet Lopez about the issue with screenshots of the problem
Create a fusion ticket
Log a new entry to the Guided Resolution L2 Sharepoint
A client calls in with his Aurora R4 not powering on, the system has 3 year and 35 days and the customer mentions that there was a storm and after that, the system did not power on. The system has an Accidental Damage warranty. How would you proceed with the TS? And what would you recommend to the customer?
Decline service
Run EPSA and send parts as needed
Send system to Depot
Send MOBO and PSU
