Dell Process Aptitude Test! Trivia Quiz

1. If a DSPPOW call is logged, what steps do we take?

Schedule it according to parts ETA and call the customer.

Check for any Depo call logged with same service tag and then schedule DSPPOW call updating remarks.

Call David and update him.

Esclate it to Dell.

None of the above.

2. Part ETA is outside SLA, what RC is used?

D33.

D31.

D18.

D11.

All of the above.

3. If customer wants to know the status of the unit being repaired in depot and sc not aware of the updates whats the further step?

Sc will tell cust to wait for some more days till unit is repaired.

Sc will mail depot for status.

Sc will contact toll for assistance if unit picked or not.

Sc will contact depo coordinator and explain the issue, If needed will conference customer with depo coordinator.

All of the above.

4. What is the standard time frame for depot repair that we need to inform the customer when a depot job is scheduled?

2-3 business days.

1 week.

Depends on the depo repair person.

Whenever customer needs.

None of the above.

5. What is full for of 'CAR'?

Collect and Reclaim.

Compensate and Renewal.

Collect and Return.

Confirm and Reconfirm.

All of the above.

6. What do you do when you have to check the size of unit?

Call newington depo.

Call David for assistance.

Check by Product description.

Check by Car products file.

All of the above.

7. We call the customer to set ETA, customer requestes a change in address which is at a different drop point or customer says he will be back to original address after 10 days, what we do?

Set ETA with customer for date after 10 days when he is back to original address.

Set ETA with customer for Tech to attend the site at new address.

Esclate call to Dell.

All of the above.

None of the above.

8. When is D33 used?

When part eta is outside sla.

When parts not available at depo.

When Parts are in transit.

When part will be shiipped from other country.

None of the above.

9. Whats the initial step when you receive an esclaltion regarding delivery or pick up of the box or repaired unit?

Sc will contact depo.

Sc will call toll company.

Sc will check the toll website.

Sc will call the toll help desk no.

All of the above.

10. SLA for an NBD call is expired and Tech has not attended the site due to NCR issue. Now customer is not available for few days. What RC's will we use to set ETA as per customers request?

D11.

D16.

D16 after D35.

D11 after D35.

D35.

11. 4Hrs(8x5) call logged at 1500 Sydney time for which part ETA is 0900 on next day and Tech is able to attend the site by 1200. What RC's are used?

D16 after D31.

D11 after D31.

D16.

D11.

None of the above.

12. What do you mean by WUD?

Whole unit delivery.

Whole unit damaged.

Warehouse unit delivery.

All of the above.

None of the above.

Whole Unit Dispatch.

Explanation

Whole Unit Dispatch.

13. When is D52 used?

When Tech has called the customer, but no answer.

When Unit is not available onsite, Tech only calls the customer.

When Unit is not available, Tech atends the site.

When Customer is not available, Tech attends the site.

All of the above.

Submit

14. When is RC 63 used?

When Machine is repaired but not working fine and tech has esclated it to Dell.

When Machine is repaired and system is working fine.

When Parts received are Incorrect.

When there is Incorrect Diagnosis.

None of the above.

D63 is used when parts received by Tech are DOA (Dead on Arrival).

Explanation

D63 is used when parts received by Tech are DOA (Dead on Arrival).

15. When is RC 16 used?

When we set an ETA with customer within SLA.

When Customer was not available onsite during first visit, but Tech again attends the site within SLA.

When Customer request service afterhrs and Tech is available to do it.

None of the above.

Submit