Ld Symptom And Categories / QA Guidelines

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| By Ivy.decastro

Ivy.decastro

Community Contributor

Quizzes Created: 1 | Total Attempts: 88

Questions: 15 | Attempts: 88 | Updated: Jan 8, 2023

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Ld Symptom And Categories / QA Guidelines - Quiz

These guidelines are intended to provide Docomo interTouch. Categories and point values were designed such that scores are reflective of the agent’s ability to meet both customer and business needs.

Questions and Answers

1.

IBIS Hotel. Problem: Guest can't connect - error message "Access Forbidden". Summary of the Call: Check system - having multiple issues in AU hotel's (ref# 451966). Informed guest about it. Advised guest to use the connection later. Guest acknowledged.
- A.
  
  Nomadix Gateway
- B.
  
  IBIS
Correct Answer
B. IBIS

Explanation
Choose the correct Category

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2.

IBIS Hotel Summary of the Call: Guest initially inquired for UN and PW. Advised guest to subscribe first via cable to generate the UN and PW for wireless roaming. Guest tried the cable but can get through as he was prompted to call intertouch. Check system - port was set to Admin port. Spoke Ms Linda/Lounge and was advised to change the port to chargeable. Updated the system. Called the guest back. Refresh browser. Welcome page appeared. Guest managed to purchase the connection.
- A.
  
  HSIA-Guest - Enquiries - Special Pricing Requests
- B.
  
  HSIA-Guest - Enquiries - User / Hotel Assistance
- C.
  
  HSIA-Guest - Enquiries - Billing Enquiries
Correct Answer
A. HSIA-Guest - Enquiries - Special Pricing Requests

Explanation
Choose the correct Category

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3.

IBIS Hotel Summary of the Call: Guest can't get through 'start surfing page'. Check system - status was STARTED. Check browser - disable pop-up blocker. Refresh browser. Guest was able to get through but was prompted with different name on the screen. Guest denied for the name registered on the screen. Spoke to Mr Turan/FD, staff verified the information. Updated guest lastname in the CFM. Called the guest back, informed that update was done. Guest acknowledged. No further assistance needed. Resolved
- A.
  
  Unable to browse some website
- B.
  
  Looping Purchase Page
- C.
  
  No purchase page
Correct Answer
A. Unable to browse some website

Explanation
Choose the correct Symptom

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4.

MLCBB HotelSummary of the Call: No Physical Connection. Advised to unplugged/replugged the cable to no avail. While agent was trying to troubleshoot guest refused-mentioned that she will play around with it and callback for further assistance
- A.
  
  Closed/Unresolved
- B.
  
  Resolved
- C.
  
  Pending
Correct Answer
A. Closed/Unresolved

Explanation
Choose the correct LD Status

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5.

MLCBB HotelSummary of the Call: Guest unable to connect BB. Agent checked the system-LAC-disabled. Advised guest to enable to no avail. Agent found out its a company laptop and LAC is still disable. Advised guest to contact his IT first - guest acknowledged.
- A.
  
  HSIA-Guest - Enquiries - User / Hotel Assistance
- B.
  
  HSIA-Guest - LAN Configuration - Restricted Laptop
- C.
  
  Firewall
Correct Answer
B. HSIA-Guest - LAN Configuration - Restricted Laptop

Explanation
Choose the correct Category

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6.

2nd Call Script would fall under what QA Guidelines?
- A.
  
  Greetings
- B.
  
  Acknowledgment
- C.
  
  Call Close/Transfer
Correct Answer
A. Greetings

Explanation
Choose the correct QA Guidelines

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7.

Dead air max of 29 seconds would fall under what QA Guidelines?
- A.
  
  Professional Conduct Issue
- B.
  
  Hold
- C.
  
  Listening Basics
Correct Answer
B. Hold

Explanation
Choose the correct QA Guidelines

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8.

Informing the guest the needs to consult supervisor or other agent would fall under what QA Guidelines?
- A.
  
  Positive Response
- B.
  
  Professional Conduct
- C.
  
  Courtesies
Correct Answer
A. Positive Response

Explanation
Choose the correct QA Guidelines

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9.

How the customer is addressed in the opening of the call would fall under what QA Guidelines?
- A.
  
  Greeting
- B.
  
  Acknowledgment
- C.
  
  Listening Basics
Correct Answer
A. Greeting

Explanation
Choose the correct QA Guidelines

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10.

Fabricating information entered into systems falls under what category?
- A.
  
  Positive Response
- B.
  
  Professional Conduct
- C.
  
  Documentation
Correct Answer
B. Professional Conduct

Explanation
Choose the correct QA Guidelines

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11.

Responding to customer situations in a manner that conveys competence and a desire to assist the customer falls under what category?
- A.
  
  Acknowledgment
- B.
  
  Professional Conduct
- C.
  
  Positive Response
Correct Answer
C. Positive Response

Explanation
Choose the correct QA Guidelines

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12.

Identifying the cause of the customer’s issue falls under what category
- A.
  
  Issue Identification
- B.
  
  Resolution
- C.
  
  Set Expectations/Confirmation
Correct Answer
A. Issue Identification

Explanation
Choose the correct QA Guidelines

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13.

Non-standard abbreviations that make the documentation unintelligible falls under what category?
- A.
  
  Documentation
- B.
  
  Resolution
- C.
  
  Issue Identification
Correct Answer
A. Documentation

Explanation
Non-standard abbreviations that make the documentation unintelligible fall under the category of "Documentation." This means that when abbreviations are used in a way that is not commonly understood or recognized, it can make the documentation difficult to understand or interpret. It is important to use standard abbreviations or provide explanations for any non-standard abbreviations to ensure clarity and comprehension in the documentation.

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14.

•Correct use of LANDesk drop-downs is also scored in this category.
- A.
  
  Resolution
- B.
  
  Documentation
- C.
  
  Call Management
Correct Answer
B. Documentation

Explanation
The correct answer is Documentation. The explanation for this answer could be that the use of LANDesk drop-downs is important for proper documentation. This could include accurately recording and categorizing information related to resolution, documentation, and call management. By correctly utilizing the drop-downs, the user ensures that all necessary information is properly documented, which can help with future reference and analysis of call management processes.

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15.

Providing ticket number to the caller would fall under what category?
- A.
  
  Call Management
- B.
  
  Documentation
- C.
  
  Professional Conduct
Correct Answer
A. Call Management

Explanation
Providing ticket number to the caller would fall under the category of Call Management because it involves efficiently handling and managing incoming calls. Providing a ticket number to the caller helps in organizing and tracking the caller's issue or request. It allows for proper documentation and ensures that the caller's concern is addressed in a timely manner. This process is an essential aspect of call management as it helps in streamlining the overall call handling process and improving customer satisfaction.

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Current Version
Jan 08, 2023

Quiz Edited by
ProProfs Editorial Team
Nov 01, 2009

Quiz Created by
Ivy.decastro

Ld Symptom And Categories / QA Guidelines

IBIS Hotel. Problem: Guest can't connect - error message "Access Forbidden". Summary of the Call: Check system - having multiple issues in AU hotel's (ref# 451966). Informed guest about it. Advised guest to use the connection later. Guest acknowledged.

MLCBB HotelSummary of the Call: No Physical Connection. Advised to unplugged/replugged the cable to no avail. While agent was trying to troubleshoot guest refused-mentioned that she will play around with it and callback for further assistance

MLCBB HotelSummary of the Call: Guest unable to connect BB. Agent checked the system-LAC-disabled. Advised guest to enable to no avail. Agent found out its a company laptop and LAC is still disable. Advised guest to contact his IT first - guest acknowledged.

2nd Call Script would fall under what QA Guidelines?

Dead air max of 29 seconds would fall under what QA Guidelines?

Informing the guest the needs to consult supervisor or other agent would fall under what QA Guidelines?

How the customer is addressed in the opening of the call would fall under what QA Guidelines?

Fabricating information entered into systems falls under what category?

Responding to customer situations in a manner that conveys competence and a desire to assist the customer falls under what category?

Identifying the cause of the customer’s issue falls under what category

Non-standard abbreviations that make the documentation unintelligible falls under what category?

•Correct use of LANDesk drop-downs is also scored in this category.

Providing ticket number to the caller would fall under what category?