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WorksheetsDay 04-Tools Part2 and Follow Up
Total questions: 10
Worksheet time: 5mins
Choose the right arrangement for the installation normal cycle
Call back to CRM>WO>DSL Check combo>Splitting>Network activation>CPE delivery and visit
WO>DSL Check combo>>Network activation>Splitting>CPE delivery and visit>Call back to CRM
WO>DSL Check combo>Splitting>Network activation>CPE delivery and visit>Call back to CRM
SLA For Line Problem is
7 WD
2 days
15 WD
if customer need to change package no need to make any verification with him
False
true
SLA for Check free ports is
7 WD
1 WD
No estimated time
in WO status customer can face 3 types of problem Line, Customer or TE problem
True
False
in case CST solved his problem what action needed
add midway comment only
add midway comment and SR
Create TT
Send SMS with username and password from BSS this message will be received within :
1 Min
5 Min
10 Min
If Customer asked for credentials without facing Technical issue,CCA should direct customer to use WE app Or E-care to get his credentials next time
True
False
CST has order in OM with status ( Call back to CRM ) this mean that order is complete
True
False
CST has order in OM with status ( Splitting ) and there is no matrix, your action is :
Follow Installation Follow up process
Create Matrix Create TT
Transfer CST to Complain Team
