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BLR OC Process Test - August 2019

Description

Process test for the month of August 2019
Bharat Kumar
Quiz by Bharat Kumar, updated more than 1 year ago
Bharat Kumar
Created by Bharat Kumar over 5 years ago
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Resource summary

Question 1

Question
When at the customer site, the CE finds that the defective asset has a different Serial Number than the case is entitled on. The CE asks the CSC agent to re-entitle the case to the Serial Number of the real asset. The CSC agent communicates the re-entitlement result while on the phone with the CE, and by documenting it in the Onsite Task Chatter feed. After Re-entitlement, if the real asset has Onsite Service Entitlement, what will the agent do?
Answer
  • Transfer the CE Call to Technical Support Team.
  • Entitle the case - update customer details - send Email to the CU - monitor case.
  • Offer CE a Call back
  • Continue with Onsite Service Delivery

Question 2

Question
If a PSP rejects the task stating that they do not have the resource / skill for the service, what will the agent do?
Answer
  • Escalate to the management team
  • Notify your SME/Manager
  • Send a new task to Unisys
  • None of the provided options

Question 3

Question
While processing a clean task you notices that there is both SDI and special instructions in One Note. In this case which instruction do you follow?
Answer
  • SDI
  • One Note
  • Check both SDI and One Note
  • Contact the Previous Case Owner

Question 4

Question
What is CVS?
Answer
  • Customer Validation Service
  • Compliance Validation Service
  • Client Validity Service
  • Compliance Verification Service

Question 5

Question
CE calls in stating he has arrived onsite and the recommended part did not resolve the issue. What will the OC Agent do?
Answer
  • Ask the CE to conference the call with Customer
  • Transfer the call to Technical Team to provide further diagnosis
  • Discuss the scenario with the customer and then proceed to conference the call with the Technical Team
  • Contact the previous Case owner of the case.

Question 6

Question
Should SDI instructions be copied and updated in One Note Template?
Answer
  • True
  • False

Question 7

Question
What is FSC in HPE”s Portfolio?
Answer
  • Foundation Support Center
  • Foundation Solution Center
  • Foundation Service Center
  • Foundation Support Case

Question 8

Question
When do we create shipping issue ticket?
Answer
  • When wrong part is received
  • Part received is damaged
  • When there is no part delivered
  • All of the provided options

Question 9

Question
CE claims that he has arrived at Customer's Site and is unable to gain access or contact Site Contact
Answer
  • Create a revisit and inform CE to leave
  • Try contacting customer and Create a revisit
  • Try contacting customer & request CE to wait for 30-60 min & to call us before leaving the site
  • Request CE to close the task and send an email to customer without new task

Question 10

Question
The Primary shipping Plant locations for US NBD are
Answer
  • C299 Central Warehouse
  • C208 DF Supplier
  • C212 DF Supplier
  • All of the provided options

Question 11

Question
What is the SW for 'State Farm' in MNEA region according to One Note?
Answer
  • Information not available
  • During business hours
  • 0900-2100
  • 08:30-10:30

Question 12

Question
Who is the resident CE for FEDEX customer in Colorado springs?
Answer
  • Robert New
  • Ken Rambo
  • Fred Martin
  • Mary Gilreath

Question 13

Question
What does it mean if POD details has RTS?
Answer
  • Part is collected by RTS
  • UPS dropped the part at Remote inventory
  • Part is there at FSL but nobody picked it
  • Part has been returned to stock

Question 14

Question
Is Mitel in Canada a white glove customer?
Answer
  • True
  • False

Question 15

Question
L1 has provided an hour window in the onsite task for 4hr response case.
Answer
  • Dispatch the task with correct 4hr window
  • Use #REJWINDOW and dispatch it with one hour
  • Use #REJWINDOW and dispatch it with correct window
  • Dispatch it with one hour without any change

Question 16

Question
What is the Hashtag used for requesting CE assignment and details in OMC standardized chatter feed?
Answer
  • #OMC01
  • #OMC02
  • #OMC03
  • #OMC04

Question 17

Question
What is the TAT for picking up a case and overall case handing for OC Blr?
Answer
  • 2 and 10
  • 3 and 20
  • 8 and 17
  • 5 and 15

Question 18

Question
Federal Account Tasks can be identified by?
Answer
  • Looking at Region and District in the task.
  • Looking at the SDI.
  • Looking for the required info in POA.
  • None of the provided options

Question 19

Question
A CE goes to the FSL to collect parts before visiting the customer site. He finds one of the part is available and the other one is missing. Which of the one following type Easi tool ticket will you log ?
Answer
  • Shipping Issues 
  • RMA 
  • Hot line 
  • Order Status

Question 20

Question
While looking into the hold cases you come across a case where in the customer has not responded to mail requesting for a SW. You attempt to call the customer, but there is no response. In this scenario which hold code would you use in the hold template?
Answer
  • 3:33
  • 2:22
  • 1:11
  • 5:55
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