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WorksheetsSystem Handling
Total questions: 10
Worksheet time: 5mins
Customer has Planned Outage (Down ) and call us after estimated time And Has Data Down Case ,, your action is :
Inform CST outage script
Renew SLA and create IR
Handle case normally
In case BSS became down within troubleshooting with customer , CCA will update full troubleshooting steps done on I-Report TKT.
TRUE
False
In case customer follow up after the wrap up ,, your action is :
CCA will Re-Troubleshoot with customer
Transfer customer to IVR
CCA will continue the troubleshooting which exist on I-Report
Outages that related to Specific port or frame ,, SLA is :
1 day
5 working days.
5 days
Customer has outage Data Down on CST 360 and call us within first 2 hours ,, right SR is :
FBB Tech Problem >> Outage - Data Down >> No estimated time
FBB Tech Problem >> Outage – Major Fault >> Within SLA
FBB Tech Problem >> Outage - Data Down>> within SLA
In case we found Submit error or Submit normally with no ticket created on TTS ,, SLA is :
1 WD
3 WD
2 WD
In case we found “DSL Exchange” name is missing while creating ticket ,, SLA is :
1 WD
3 WD
2 WD
Port time out and Access denied cases override Disable as it consider a normal behavior
False
TRUE
CST has Access denied on Matrix , there is Outage Data Down on CST 360 ,, right action is
follow TS Access denied
escalate ticket to IU
Act as outage rules
CST has Port Time Out on Matrix , No Outage , ADSL led is Down in his CPE , No records created on IR , right action is
Create Record on IR Cases and inform customer 1 Hours SLA
Inform customer 2 Hours SLA
Create Record on IR Cases and inform customer 2 Hours SLA
