11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 09 - …

QUIZ

Day 09 - Voice Veri cation

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Wednesday, 20 November 2024, 2:19 PM

State
Finished

Completed on
Wednesday, 20 November 2024, 2:30 PM

Time taken
10 mins 22 secs

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 1/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

RE- Escalation SLA for voice down

a. 1 D

b. 2 Days

c. 3 Days

QUESTION 2
Complete

Mark 1.00 out of 1.00

Incase customer requests to change main wire without any technical problem, CCA should Escalate TKT
normally

a. False

b. True

QUESTION 3
Complete

Mark 1.00 out of 1.00

The caller ID is not recognized while the customer subscribed on this service CCA Action Will be

a. Escalate to IU

b. Make T.S with CST and If not solved Create TT

c. Check bills

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 2/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 4
Complete

Mark 1.00 out of 1.00

While escalation of voice down should inform cst to leave CPE power turned on ?

a. False

b. True

QUESTION 5
Complete

Mark 1.00 out of 1.00

In case CST informs us to not close the ticket till testing the service from his side Which SR CCA will create…?

a. FBB Tech Problem ---- Voice Down --- CST will test the service

b. FBB Tech Problem ---- Voice Down --- Solved without TS

c. FBB Tech Problem ---- Voice Down --- CST can't troubleshoot

QUESTION 6
Complete

Mark 1.00 out of 1.00

CST has noise problem not related to physical issue after checking from cordless phone set no noise detected
CCA next action will be …?

a. Escalate Voice Down

b. Inform CST 24 H to make sure problem solved

c. Create SR Phone set problem

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 3/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 7
Complete

Mark 1.00 out of 1.00

Voice down case will be escalated to IU with ….. Status

a. Open

b. Closed

c. Waiting for customer

QUESTION 8
Complete

Mark 1.00 out of 1.00

CST has a voice down ticket in IU and passed the SLA, SR will be

a. FBB Tech Problem---Voice Down ---Follow Up After SLA

b. FBB Tech Problem---Voice Down ---Follow Up

c. FBB Tech Problem---Voice Down ---Internal Wiring

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 4/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 9
Complete

Mark 1.00 out of 1.00

In case Cst in Barring Period in last 2 days Next step .....

a. Ask CST to pay landline bills and stop T.S

b. Consider Voice Up + Create SR

c. Inform Cst to pay bills and continue T.S

QUESTION 10
Complete

Mark 1.00 out of 1.00

In case customer asked to change main wire as it’s not long enough which SR you will create ..?

a. FBB Tech Problem-Voice Down-Solved without T.S

b. FBB Tech Problem-Voice Down-Change Main Wire From Box

c. FBB Tech Problem-Voice Down-Cut O

QUESTION 11
Complete

Mark 1.00 out of 1.00

You can check the land line bill for not migrated CST from as rst priority..

a. Customer pro le management

b. OSS

c. BSS

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 5/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 12
Complete

Mark 1.00 out of 1.00

CST has noise problem not related to physical issue and hasn't cordless phone set CCA action will be …?

a. Let customer check with another phone set and feed us back

b. Transfer CST to xed line Q

c. Escalate Voice Down

QUESTION 13
Complete

Mark 1.00 out of 1.00

CST said that when he pickup the phone to call anyone he hears a sound of Music (weird voice case) CCA
action will be …?

a. Transfer CST to Fixed line Q

b. Escalate as Voice Down

c. Inform CST Phone set problem

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 6/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 14
Complete

Mark 1.00 out of 1.00

Incase Customer requests to change main wire due to technical problem,

a. CCA should follow the technical problem.

b. CCA should inform the customer that this is not available.

c. Escalate direct To IU

QUESTION 15
Complete

Mark 1.00 out of 1.00

CST called US and complain that he has recorded message, CST paid his land line bill ,FV Status on new
CST360 is Suspend ALL, CCA Action will be …?

a. Check with CST from main

b. Escalate to IU

c. Remove Temp Suspension from CST360

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 7/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 16
Complete

Mark 1.00 out of 1.00

CST has physical instability Issue and in the same time has voice down CCA action will be …?

a. Escalate physical instability + Voice down TT

b. Escalate physical instability TT

c. Escalate Voice down TT + Mention Troubleshooting In TTS Logs

QUESTION 17
Complete

Mark 1.00 out of 1.00

Way of communication if cst has escalated Voice case

a. Call only

b. Call or SMS

c. Call or SMS or Recorded message

QUESTION 18
Complete

Mark 1.00 out of 1.00

In case the customer paid his/her landline bills in receiving period and voice not working ( there is no sending
and receiving), your action ?

a. Create TT Individual Cases

c. Follow the normal troubleshooting steps and escalate the case if needed.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 8/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

QUESTION 19
Complete

Mark 1.00 out of 1.00

Migrated CST Called you has voice down (sending and receiving) , check package status :Active , cst
consumed his quota Your Action …

a. Inform customer that the line became receiving only and can't make a call until renewal due to all units consumed

b. Continue Troubleshooting

QUESTION 20
Complete

Mark 1.00 out of 1.00

TDM Line blocked on matrix and CST has unpaid internet bill CCA action will be …?

a. Inform CST to pay internet bill

b. create SR Unpaid bill

c. create individual cases TT

◄ Day 08 - Installation Follow Up

Jump to...

Day 10 - Data Down ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 9/10
11/20/24, 4:06 PM Day 09 - Voice Verification: Attempt review

Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645830&cmid=375 10/10
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 10 - …

QUIZ

Day 10 - Data Down

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Wednesday, 20 November 2024, 3:48 PM

State
Finished

Completed on
Wednesday, 20 November 2024, 3:58 PM

Time taken
10 mins

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 1/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

If CST has Data Down case and when you checked SELT you found that CST is not supported by ASSIA you
will:

a. Check connection type

b. Inform CST to call us again as system down

c. Escalate to IU

QUESTION 2
Complete

Mark 1.00 out of 1.00

If CST called us and informed that he has stolen cable and no outage on CST360, you will consider the case
as:

a. Data and Voice Down

b. Major Fault

c. Data Down

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 2/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 3
Complete

Mark 1.00 out of 1.00

If CST has Data Down and Power Failure ticket title & Category will be:

a. Data Down

b. Power Failure

c. Data Down - Power Failure

QUESTION 4
Complete

Mark 1.00 out of 1.00

SLA for internal wiring TT:

a. 1 hour

b. 1 day

c. 2 hours

QUESTION 5
Complete

Mark 1.00 out of 1.00

If CST called us and informed that he has cut cable you will follow normal troubleshoot in ticket maker:

a. FALSE

b. TRUE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 3/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 6
Complete

Mark 1.00 out of 1.00

If we run SELT and customer's line connected with exchange you will measure distance with:

a. 50 meters

b. 150 meters

c. 10 meters

QUESTION 7
Complete

Mark 1.00 out of 1.00

If Data Down case need to be escalated for the third time SLA will be:

a. 1 day

b. 2 days

c. 1 hour

QUESTION 8
Complete

Mark 1.00 out of 1.00

If CST has Data Down Case and connected form main wall outlet then problem solved you will:

a. Create TT for follow up team and inform CST with 2 hours SLA

b. Create TT for Pilot follow up team and inform CST with 2 days SLA

c. Create TT for Pilot follow up team and inform CST with 2 hours SLA

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 4/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 9
Complete

Mark 1.00 out of 1.00

CST complain from Data Down case and you found major fault in ADF Tool , your action

a. Act according to major fault process with attach screenshot from major fault message on SR

b. Escalate TKT to IU

c. follow voice veri cation

QUESTION 10
Complete

Mark 1.00 out of 1.00

CCA can reach to Data down case from WIKI by pressing on :

a. Technical > Advanced support team > physical cases > Data Down cases

b. Technical > Front line > logical cases > Data Down cases

c. Technical > Front line > physical cases > Data Down cases

QUESTION 11
Complete

Mark 1.00 out of 1.00

Which tool you can get IU upadate from ….

a. matrix / CST360

b. BSS

c. TTS

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 5/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 12
Complete

Mark 1.00 out of 1.00

CST has data down case with IU update and the ADSL led down within the call so your action

a. Escalate to IU

b. Run SELT Test again and check the distance more than or less than 10M or 150M

c. Inform cst that problem solved

QUESTION 13
Complete

Mark 1.00 out of 1.00

Power Failure means:

a. Power led working normally

b. Power led not working or working with red color

c. Power led not existed

QUESTION 14
Complete

Mark 1.00 out of 1.00

If CST has Data and Voice Down case after connect from main wall outlet problem solved you will:

a. Create TT for internal wiring

b. Inform CST to change splitter

c. Inform CST with solvent

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 6/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 15
Complete

Mark 1.00 out of 1.00

If power led is down and CST uses original adapter next step will be:

a. Try in another wall-plug

b. Escalate to IU

c. Direct CST to CSO

QUESTION 16
Complete

Mark 1.00 out of 1.00

CCA follow with cst Data Down case and the electricity is cut off during troubleshooting ,,CCA will create SR

a. FBB Tech Problem-Data Down-CST will test the service

b. FBB Tech Problem-Data Down-CST can't troubleshoot

c. FBB Tech Problem -Data Down -CST cannot troubleshoot - Electricity Issue

QUESTION 17
Complete

Mark 1.00 out of 1.00

During the maintenance visit , the technician Should check the internal wiring or Change CPE:

a. FALSE

b. TRUE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 7/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

QUESTION 18
Complete

Mark 1.00 out of 1.00

you can get IU update from TTS by choosing

a. Support pool

b. Advanced logs

c. Item logs

QUESTION 19
Complete

Mark 1.00 out of 1.00

If CST informed that he has cut cable outside the at, no need to check landline bills and escalate to IU
directly:

a. TRUE

b. FALSE

QUESTION 20
Complete

Mark 1.00 out of 1.00

If you escalate ticket to IU with no troubleshooting because of cut cable , way of communication will be:

a. Customer should follow on his case with us

b. Call or SMS or Recorded message

c. Phone Call

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 8/9
11/20/24, 4:04 PM Day 10 - Data Down: Attempt review

◄ Day 09 - Voice Veri cation

Jump to...

Day 11 - Wrong Card and Port ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.
Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=645950&cmid=380 9/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 11 - …

QUIZ

Day 11 - Wrong Card and Port

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Friday, 22 November 2024, 4:40 PM

State
Finished

Completed on
Friday, 22 November 2024, 4:52 PM

Time taken
11 mins 35 secs

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 1/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

Way of communication for Installation Visit …

a. Call or SMS or Recorded message

b. Phone call.

c. Call or SMS

QUESTION 2
Complete

Mark 1.00 out of 1.00

CST need Technical Visit Right TT will be

a. Broadband->Technical->ADSL/VDSL->creator->Installation Visit

b. Boradband->NON- Techncial->ADSL/VDSL->Creator->Technical Visit

c. Boradband->Techncial->ADSL/VDSL->Creator->Technical Visit

QUESTION 3
Complete

Mark 1.00 out of 1.00

Way of Communication for Technical Visit will be call only..?

a. FALSE

b. TRUE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 2/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 4
Complete

Mark 1.00 out of 1.00

In case WCAP CST disconnect phone cable from CPE and ADSL still UP , It is CPE Problem :

a. FALSE

b. TRUE

QUESTION 5
Complete

Mark 1.00 out of 1.00

You can get WCAP case from WIKI using tree:

a. Technical > Front line > logical cases > Wrong card and port

b. Technical > Advanced support team > physical cases > Data Down cases

c. Technical > Front line > physical cases > Wrong card and port

QUESTION 6
Complete

Mark 1.00 out of 1.00

cst called you has WCAP at the same time has voice down .. Your action

a. Escalate Voice down and mention the WCAP problem

b. Escalate WCAP and mention the Voice problem

c. Escalate WCAP problem only

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 3/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 7
Complete

Mark 1.00 out of 1.00

In case CST has TKT with update Major Fault Problem with estimated time 4 Months , CCA right action :

a. will act according mentioned estimated

b. Will inform cst with 3days SLA

c. Will inform cst with no estimated time

QUESTION 8
Complete

Mark 1.00 out of 1.00

Customer Follow up his ticket (Wrong Card and Port) and the TKT Has update Major Fault within First SLA ,
So right SR :

a. FBB Tech Problem>Wrong card and port>Major Fault after SLA

b. FBB Tech Problem>Wrong card and port>Major Fault within SLA

c. FBB Tech Problem>Wrong card and port>Major Fault

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 4/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 9
Complete

Mark 1.00 out of 1.00

Cst has Ticket WCAP in IU Pool and TKT Passed SLA , So CCA will inform cst SLA :

a. 1 Working Day

b. 1 Day

c. 2 Days

QUESTION 10
Complete

Mark 1.00 out of 1.00

Cst called you and Adsl led in CPE is: UP , And matrix is: Up and while you make restart port adsl led status
didn’t match matrix status so cst problem will be

a. Wrong card and port

b. Data Down

c. Physical instability

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 5/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 11
Complete

Mark 1.00 out of 1.00

In Case Customer follow on his ticket Within SLA for Re-escalated ticket , So the right SR :

a. FBB tech problem>wrong card & port>follow up after re-escalation - within sla

b. FBB tech problem>wrong card & port>follow up after re-escalation - after sla

c. FBB Tech Problem>Wrong Card & port>Re Escalation

QUESTION 12
Complete

Mark 1.00 out of 1.00

While Escalate Ticket WCAP to IU , TTS status will be :

a. Waiting for response

b. Waiting for research

c. Open

QUESTION 13
Complete

Mark 1.00 out of 1.00

CCA will Re-escalated ticket (Wrong Card and Port) to IU , So the right SR :

a. FBB Tech Problem>Wrong Card and port>Re Escalation

b. FBB Tech Problem>Wrong Card and port>Follow up After SLA

c. FBB Tech Problem>Wrong Card and port>Follow Up

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 6/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 14
Complete

Mark 1.00 out of 1.00

In Case WCAP case solved after cst connect from main , So the right SR :

a. FBB Tech Problem>Wrong Card & port>Solved after connected from main

b. FBB Tech Problem>Wrong Card and port >IU-Resplitted

c. FBB Tech Problem>Wrong Card and port >Not Wrong Card and Port

QUESTION 15
Complete

Mark 1.00 out of 1.00

Customer from (Aswan) has a technical visit and passed SLA ..Your action

a. CCA should Inform the Customer with 2 Days SLA and create a delay ticket.

b. CCA should renew SLA and create a delay ticket.

c. CCA should Inform the Customer with 1 Day SLA and create a delay ticket.

QUESTION 16
Complete

Mark 1.00 out of 1.00

In case CCA escalate ticket to Pilot - Follow up ,, SLA will be :

a. 2 H

b. 2 D

c. 1D

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 7/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 17
Complete

Mark 1.00 out of 1.00

Cst need Installation Visit and after you make selt , result was 5M tkt will Escalate to ..

a. Second level support

b. NOC

c. IU Maintenance

QUESTION 18
Complete

Mark 1.00 out of 1.00

Cst has Ticket Data Down with Update ( Morkzat ) , So CCA will Inform cst with SLA :

a. 3 Days

b. No estimated time

c. 2 Days

QUESTION 19
Complete

Mark 1.00 out of 1.00

Ticket Wrong Card and Port second escalation will be escalate to :

a. IU Maintenance

b. Second level Advanced

c. Pilot-Follow Up

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 8/9
11/22/24, 4:52 PM Day 11 - Wrong Card and Port: Attempt review

QUESTION 20
Complete

Mark 1.00 out of 1.00

While follow with cst WCAP Case and Cst Line Status is Down and Matrix Status is UP , so the next step is :

a. Check Log IP Step

b. Follow Data status from main Step

c. Escalate to IU

◄ Day 10 - Data Down

Jump to...

Day 12 - Physical Instability ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.
Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=647475&cmid=381 9/9
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 12 - …

QUIZ

Day 12 - Physical Instability

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Sunday, 24 November 2024, 4:44 PM

State
Finished

Completed on
Sunday, 24 November 2024, 4:51 PM

Time taken
7 mins 18 secs

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 1/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

while troubleshooting physical instability , Clear View Result After Search "Technical dispatch is recommended
" ,, next action is :

a. Escalate to IU

b. Check last x date according to TTS and customer input at same time

c. Check connection type

QUESTION 2
Complete

Mark 1.00 out of 1.00

Third Escalation of Physical Instability case , SLA will be :

a. 1 Day

b. 2 Day

c. 1 Working Day

QUESTION 3
Complete

Mark 1.00 out of 1.00

Third Escalation of Physical Instability case will be to Second level advanced ?

a. TRUE

b. FALSE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 2/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 4
Complete

Mark 1.00 out of 1.00

CCA must inform customer with ticket number while escalating Physical Instability case :

a. FALSE

b. TRUE

QUESTION 5
Complete

Mark 1.00 out of 1.00

while you follow physical instability with cst and there is major fault in ADF Tool Your action is ..

a. Follow voice veri cation and escalate TKT

b. Check if Cst Supported by Assia Or not

c. Act according to major fault process with attach screenshot from major fault message on SR

QUESTION 6
Complete

Mark 1.00 out of 1.00

Voice is not working also cst has physical instability you will consider the case:

a. physical Instability

b. Voice Down and physical instability

c. Voice Down

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 3/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 7
Complete

Mark 1.00 out of 1.00

while troubleshooting physical instability Contradiction , No Faults Exist , CCA will advise customer to check
with another CPE ,
if not available with CST another cpe , right action is :

a. Check Power Failure

b. Escalate ticket to second level advanced

c. Direct customer to check his CPE In CSO and get test CPE if needed

QUESTION 8
Complete

Mark 1.00 out of 1.00

While escalating Physical Instability CCA Must inform customer to keep his CPE turned on :

a. TRUE

b. FALSE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 4/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 9
Complete

Mark 1.00 out of 1.00

In case has Physical Instability Contradiction and we are waiting customer 2 min without responding and CCA
ended the call .. Right SR Will be …

a. FBB Tech Problem - Physical Instability - no respond from customers side for 2 Min

b. FBB Tech Problem - Physical Instability Contradiction - no respond from customers side for 2 Min

c. FBB Tech Problem - Physical Instability Contradiction - no respond from customers side for 1 Min

QUESTION 10
Complete

Mark 1.00 out of 1.00

Third Escalation of Physical Instability case will be to :

a. IU

b. second level advanced

c. NOC

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 5/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 11
Complete

Mark 1.00 out of 1.00

Delay SLA for Physical Instability is …?

a. 2 day

b. 1 Working days

c. 1 Day

QUESTION 12
Complete

Mark 1.00 out of 1.00

In Case CST has physical instability TKT and has update ( visit performed) and within 2 days from update cst
call us and inform us he didn't get visit , CCA Action

a. re-escalate the ticket to IU with updating the customer's input

b. inform CST to check with another cpe

c. Re TS again

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 6/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 13
Complete

Mark 1.00 out of 1.00

If CST complain physical instability and Power disconnects while service is down Your action :

a. Follow Data Down with cst

b. Follow Power Failure with cst

c. Follow physical instability with cst

QUESTION 14
Complete

Mark 1.00 out of 1.00

Cst has physical instability case with IU update represents a x done(Ganzara removed), cst Supported By
ASSIA ,
After connecting from main and run Assia Result was (Technician Dispatch) Your Action

a. Re-Escalate the Ticket to IU Pool

b. Re-Troubleshoot as “Physical Instability Not Supported By ASSIA”

c. Inform customer that our system shows now that he has no instability problem

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 7/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 15
Complete

Mark 1.00 out of 1.00

No need to check (Faults Exist) before escalate physical instability

a. FALSE

b. TRUE

QUESTION 16
Complete

Mark 1.00 out of 1.00

In case real time clear view was : technical dispatch and after connect from main wall outlet became : No DSl
physical layer ,,, CCA Action

a. Escalate internal wiring-physical instability

b. Escalate to IU

c. inform CST with solvent and ideal connection

QUESTION 17
Complete

Mark 1.00 out of 1.00

while troubleshooting physical instability , connection type : wall outlet , the next step is :

a. Check if connection Right or Wrong

b. Check splitter existence before cpe

c. Connect from main wire

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 8/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

QUESTION 18
Complete

Mark 1.00 out of 1.00

Customer has ticket Physical Instability in IU , CCA informed him that he within SLA , Right SR is :

a. FBB Tech Problem > Physical Instability Contradiction > Follow Up

b. FBB Tech Problem > Physical Instability > Follow up After SLA

c. FBB Tech Problem > Physical Instability > Follow Up

QUESTION 19
Complete

Mark 1.00 out of 1.00

CST complain from Physical instability adsl led down within call .. Your action

a. Check Power Failure

b. Troubleshoot as Instability Case steps

c. Query NST For The Past 12 Hours, Is there 3 logs exist during last 12 hours with minimum 1 log during last 3 hours

QUESTION 20
Complete

Mark 1.00 out of 1.00

Escalating Physical Instability Contradiction to .....

a. second level advanced

b. IU

c. second level support

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 9/10
11/24/24, 11:02 PM Day 12 - Physical Instability: Attempt review

◄ Day 11 - Wrong Card and Port

Jump to...

Day 13 - Bad Line Quality ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.
Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=648905&cmid=384 10/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 13 - …

QUIZ

Day 13 - Bad Line Quality

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Monday, 25 November 2024, 4:13 PM

State
Finished

Completed on
Monday, 25 November 2024, 4:18 PM

Time taken
5 mins 5 secs

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 1/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

Customer asked that the Internet working but slow and after CCA check Quota found that customer Exceeded
Quota , So CCA right SR is :

a. FBB Tech Problem>Slowness-Download>Exceed Quota

b. FBB Tech Problem>BLQ>Other

c. FBB Tech Problem>BLQ>Suitable Speed according SR

QUESTION 2
Complete

Mark 1.00 out of 1.00

Way of communication while escalating BLQ case will be (Call / SMS) Only?

a. TRUE

b. FALSE

QUESTION 3
Complete

Mark 1.00 out of 1.00

CCA should attach screen shot from matrix&CST360 ( Attainable & Con gured Speed ) in case not Supported
by Assia.

a. TRUE

b. FALSE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 2/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 4
Complete

Mark 1.00 out of 1.00

CST has BLQ supscriped on Super _ Up to 30Mbps , line not Supported by Assia and line type VDSL
Satisfactory level speed will be

a. 20 Mbps

b. 40 Mbps

c. 5 Mbps

QUESTION 5
Complete

Mark 1.00 out of 1.00

CST has BLQ ticket with update ( working from exchange ) without a visit update , right action is :

a. Re-escalate case to IU pool

b. Re-Troubleshoot BLQ

c. inform CST that the problem solved

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 3/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 6
Complete

Mark 1.00 out of 1.00

In case you will Escalate Need Optimization case Way of communication will be

a. Call or SMS

b. Call or SMS or Recorded message.

c. Call Only

QUESTION 7
Complete

Mark 1.00 out of 1.00

In Case Assia Clear view Result after run Fix is (No DSL Physical Layer Issue Is Detected ), no faults exist, ,
Operational speed is less than contracted speed ,Port (VDSL).. next action

a. Check connection type Step

b. Check Line Code in ASSIA is set to VDSL2 ( G_993_2_Annex_B ) Step.

c. Follow voice veri cation and Escalate BLQ To Responsible Team

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 4/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 8
Complete

Mark 1.00 out of 1.00

While Troubleshoot BLQ case and line not Supported by assia , attainable speed more than Satisfactory and
Operational speed less than Satisfactory speed so the next step is :

a. Check connection type

b. Follow voice veri cation and Escalate the TKT

c. Inform Customer To Check With Another CPE

QUESTION 9
Complete

Mark 1.00 out of 1.00

We should inform CST to leave CPE turned on while escalating BLQ case?

a. FALSE

b. TRUE

QUESTION 10
Complete

Mark 1.00 out of 1.00

Second time Escalation SLA in BLQ case is :

a. 2 Hour

b. 1 Day

c. 2 Day

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 5/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 11
Complete

Mark 1.00 out of 1.00

Escalate Need Optimization case will be to …

a. Pilot-SLS

b. Second level advanced

c. Second level support

QUESTION 12
Complete

Mark 1.00 out of 1.00

CST has BLQ ticket with update Welding Removed and no change done from cst side and after run assia clear
view , result was No DSL physical layer issue detected so you will :

a. Inform cst that no problem now and line working ne

b. Re-Troubleshoot as BLQ Supported By ASSIA in Ticket Maker.

c. Re-Escalate the Ticket to IU Pool

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 6/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 13
Complete

Mark 1.00 out of 1.00

CST has ticket Need Optimization escalated in 10.00 PM and CST calling at 11.30 pm in same day so you will :

a. Inform cst waiting SLA

b. Create delay ticket and inform cst 1 hour

c. Inform cst waiting follow up call

QUESTION 14
Complete

Mark 1.00 out of 1.00

BLQ rst time escalation will be to

a. SLS

b. Pilot Follow up

c. IU Maintenance

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 7/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 15
Complete

Mark 1.00 out of 1.00

In Case Assia Clear view Result after run Fix is No DSL Physical Layer is detected , Line Code is set to VDSL ,
Line is Stable from Line details and Operational speed Less than the Service Recommendation Speed , So CCA
need to escalate :

a. Slowness

b. Need Optimization

c. Bad Line Quality

QUESTION 16
Complete

Mark 1.00 out of 1.00

IF customer number belongs to Haya Karima and you will escalate to BLQ to Customer. right SLA Will be :

a. 3 Days

b. 1Day

c. 1 Working day

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 8/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 17
Complete

Mark 1.00 out of 1.00

cst has Ticket in IU pool and passed SLA so you will:

a. Create delay ticket and inform cst sla with 2 day

b. inform cst wait follow up call

c. Create delay ticket and inform cst sla 1 day

QUESTION 18
Complete

Mark 1.00 out of 1.00

CCA must Ask customer for 1 mobile number while escalating Physical Instability case :

a. FALSE

b. TRUE

QUESTION 19
Complete

Mark 1.00 out of 1.00

Bad Line Quality ticket with update (Visit Performed) yesterday . and Customer called us after 2 days . and
informed that he didn't get the visit , So CCA right action is :

a. Escalate to Follow up

b. CCA will Re-escalate the ticket to IU with updating the customer's input

c. Re-Troubleshoot with customer

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 9/10
11/25/24, 4:29 PM Day 13 - Bad Line Quality: Attempt review

QUESTION 20
Complete

Mark 1.00 out of 1.00

In BLQ case Clear View Result After Search is ( Technical dispatch is recommended ) , and after running the
appropriate mode of Clear View result became ( No DSL Physical Layer is detected ) right action is :

a. Check Diagnostic Tab In Line Details

b. Escalate to IU

c. Inform CST check with another CPE

◄ Day 12 - Physical Instability

Jump to...

Day 14 - Customer Request ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.
Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=650001&cmid=385 10/10
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUIZZES 

NEW UNIVERSAL
Dashboard / My Cours… / New Univ… / Daily Quiz / Day 14 - …

QUIZ

Day 14 - Customer Request

Quiz navigation
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Finish review

Started on
Tuesday, 26 November 2024, 4:35 PM

State
Finished

Completed on
Tuesday, 26 November 2024, 4:44 PM

Time taken
9 mins 6 secs

Grade
20.00 out of 20.00 (100%)

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 1/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 1
Complete

Mark 1.00 out of 1.00

In case Delay in change VDSL port CCA right action is ?

a. Renew SLA

b. Create Delay TT

c. cancel order

QUESTION 2
Complete

Mark 1.00 out of 1.00

Corporate customers are eligible to subscribe to Giga Tank.

a. TRUE

b. FALSE

QUESTION 3
Complete

Mark 1.00 out of 1.00

CST can make change package Before Due Date Via ……

a. Mobile App or E-Care

b. Stores

c. Call Center

d. All of the above

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 2/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 4
Complete

Mark 1.00 out of 1.00

Account status should be active if CST need to change mobile number ?

a. TRUE

b. FALSE

QUESTION 5
Complete

Mark 1.00 out of 1.00

No need to verify with CST if he/she need to change mobile number ?

a. TRUE

b. FALSE

QUESTION 6
Complete

Mark 1.00 out of 1.00

CST can subscribe to two Giga Tank plans at the same time.

a. FALSE

b. TRUE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 3/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 7
Complete

Mark 1.00 out of 1.00

Recurring Recharge extra quota valid for

a. ADSL , VDSL

b. ADSL , VDSL , FTTH

c. VDSL , FTTH

QUESTION 8
Complete

Mark 1.00 out of 1.00

if CST need to make change package with Higher or Same Amount Not Required Change Port after due date
Via 111 CCA should suspend account and inform cst to Recharge and call us within….

a. On Spot

b. 1 H or Less

c. 2H

QUESTION 9
Complete

Mark 1.00 out of 1.00

Salfny service available for Corporate (One invoice & Individual ) and Postpaid Customers

a. FALSE

b. TRUE

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 4/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 10
Complete

Mark 1.00 out of 1.00

Corporate Customer ( individual ) Can change speed On Spot from 111 ?

a. TRUE

b. FALSE

QUESTION 11
Complete

Mark 1.00 out of 1.00

CST can Change Contact Name from ..

a. Mobile App

b. 111

c. Branches

QUESTION 12
Complete

Mark 1.00 out of 1.00

If CST need to Change speed requires Change Port On or After Due Date or Suspend Life Cycle. What is the
right action ?

a. We will inform the customer that he pays for the current package and requests the change at least 7 days before the
renewal date

b. Create TT

c. Change It Within Call

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 5/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 13
Complete

Mark 1.00 out of 1.00

Corporate Customer ( individual ) need to change speed CCA right action ?

a. Direct CST to SPOC

c. make change o ering on spot

QUESTION 14
Complete

Mark 1.00 out of 1.00

Salfny service available for suspended accounts only ..

a. FALSE

b. TRUE

QUESTION 15
Complete

Mark 1.00 out of 1.00

CST can Correct name or ID number from ..

a. Branches

b. Mobile App

c. 111

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 6/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 16
Complete

Mark 1.00 out of 1.00

CST can change ….. From 111 .

a. Contact name

b. Mobile number and Email

c. National ID

QUESTION 17
Complete

Mark 1.00 out of 1.00

No required paper needed for changing package via stores ?

a. FALSE

b. TRUE

QUESTION 18
Complete

Mark 1.00 out of 1.00

CST can make change ( mobile number & e-mail ) through :

a. Mobile App/E-Care

b. branches

c. 111

d. All of the above

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 7/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

QUESTION 19
Complete

Mark 1.00 out of 1.00

Salfny service valid for …

a. 3 days

b. 2 days

c. 1 day

QUESTION 20
Complete

Mark 1.00 out of 1.00

Corporate one invoice need to change his Package CCA Right Action

a. Create TT 24 H

b. Direct CST to authorize person

c. inform cst call Us before 7 days from renewal date

◄ Day 13 - Bad Line Quality

Jump to...

Day 15 - Unable to obtain IP ►

Contact Company

Body text for the rst column. Body text for the second column.
Programs Support

Body text for the third column. Body text for the fourth column.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 8/9
11/26/24, 4:44 PM Day 14 - Customer Request: Attempt review

Mobile

Body text for the fth column.

QUIZZES Body text for the footer menu.

     

Copyright © 2020 Edumy Moodle Theme by Cocoon. All Rights Reserved.

https://new.technicalquiz.com/mod/quiz/review.php?attempt=651126&cmid=386 9/9