Service Shepherding Assessment (June 2009)

When placing a new request on the New Service Request Menu in SOEG, the correct product to select is the Broadband Gateway. This selection is appropriate because the Broadband Gateway is a device that enables high-speed internet connectivity. It is likely the most suitable option for the user's needs when initiating a new service request.

LQS (Line Qualification System) uses the customer's TN (Telephone Number) or Address to qualify a line. This means that the system checks the availability and suitability of the line based on the provided TN or Address, ensuring that it meets the necessary requirements for the desired service. By using this information, LQS can determine if the line is eligible for the requested service or if there are any limitations or constraints that need to be considered.

The purpose of the first four lines in LQS is to contain codes that indicate various information such as availability, speeds, taper, address key, etc. These codes provide important details about the LQS, allowing users to determine its functionality and compatibility with their requirements.

The given answer "Contact Points, does not paste notes, suspend a task without a valid reason overnight" represents a valid reason for an auto zero because it includes three specific actions that could result in a zero score. Not pasting notes, suspending a task without a valid reason overnight, and not properly working with contact points are all actions that can negatively impact performance and result in a zero score.

The given information mentions ADSL speed of 6Mb, IFITL, and Ring Master. Among the options, only the combination ADL96, ADLAA, DRS includes all three elements mentioned in the information. Therefore, this combination is the best fit for the given information.

The correct answer is A, C, A3. This is because the customer is requesting 6Mbps in DOM, which is one of the available options in the SVC list. The TN is qualified in LQS, indicating that it meets the necessary criteria for the requested speed. Additionally, the IQ23 message confirms that ADSL Service is provisioned on the loop and the attention message states that it is served by IP DSLAM and requires connection to the WBBG network. The AdrKey is also provided, further confirming the qualification.

The difference between Self Installation and Professional Installation for DSL service is that with Self Installation, the customer is responsible for installing the DSL hardware themselves at no additional cost. On the other hand, with Professional Installation, an AT&T technician or contractor will install the DSL hardware for a fee.

The correct answer is Premium Internet Security Suite, AT&T Anti-Spyware, AT&T Anti-Virus, AT&T Firewall, BellSouth FastAccess HomeNetworking Plus, and Static IP. This is because these services are available on an existing customer's DSL account, providing enhanced security and networking options.

When a customer is installing POTS (Plain Old Telephone Service) along with their DSL (Digital Subscriber Line), it is necessary to use an address key when placing an order in IStore. This is because the address key helps in identifying the specific location where both services need to be installed. By using the address key, the order can be accurately processed and the customer can receive both POTS and DSL services simultaneously. Therefore, the statement "True" is the correct answer.

A CENT code beginning with "C" indicates a Complex Business customer on the Customer Service Records screen. This code is used to identify and categorize different types of customers. The "C" code specifically refers to complex business customers, who typically have more intricate needs and requirements compared to small, medium, or residential customers.

A CENT code beginning with "S" indicates a Small Business customer on the Customer Service Records screen.

A Shepherding agent would use the BOCRIS Memo screen to read account notes entered by other departments or to determine if the customer's account is denied or active. This screen allows them to view and update memos related to the customer's account, including any notes or comments made by other departments. It provides a comprehensive overview of the account's status and any relevant information that may impact the agent's decision-making process.

The correct answer is 72 hours. This is the amount of time an agent has to dispute a CPAT (Customer Payment Authorization Transaction). It is important for agents to have this time frame to review and dispute any unauthorized or fraudulent transactions made by customers. This allows them to investigate and resolve any issues within a reasonable time frame.

An agent can be monitored through call monitoring, where their phone conversations with customers are recorded and reviewed for quality assurance. Another way is through screen monitoring, where the agent's computer screen is monitored to ensure they are following proper procedures and using the correct software. Lastly, agents can be monitored through performance metrics, such as tracking their average handling time, customer satisfaction ratings, and sales targets. These methods help supervisors ensure that agents are providing excellent customer service and meeting company standards.

The correct command to check a posted order at "The Completed Activity" screen in BOCRIS is 11_F4.

An "N" in the first line of the LQS results indicates that the TN/address being tested is not qualified for FastAccess DSL service.

When engineering has removed an area from accepting any new orders, a non-qualifying situation that may occur is that the DSLAM (Digital Subscriber Line Access Multiplexer) is capped. This means that the capacity of the DSLAM has reached its maximum limit and cannot accept any more orders for new connections. This could be due to various reasons such as limited resources or infrastructure constraints.

The CPAT form contains 5 initiatives.

The earliest date and time the agent can offer the appointment is the next Tuesday from 8AM to 11AM. This is because the agent needs an overbook on Thursday, and the next Tuesday is the closest available day after Thursday. Additionally, the time slot of 8AM to 11AM falls within the working hours for appointments.

The professional installation successful capacity is dependent upon the availability of a technician in the specific area. This means that if there is a technician available in the area, the installation can be successfully carried out. However, if there is no technician available, the installation may not be possible or may be delayed.

If the SVC line in LQS shows Business and nothing else, the qualified DSL speeds are 1.5Mx256k and 768kx128k.

The correct answer is "Router Pro Install, Modem Pro Install." This is because the given USOCS codes "ADLD52" and "ADLD7" correspond to the services "Router Pro Install" and "Modem Pro Install" respectively. The other options mentioned in the question do not match the given USOCS codes.

If an order is in "Update Requested" status, the cancel/update buttons will not appear on the request. This means that if the order is currently being updated or modified, the option to cancel or make further updates is unavailable. This status indicates that changes have already been requested for the order and are being processed, so any further modifications cannot be made until the update process is complete.

If an agent uses an incorrect BOSS article, they will receive a deduction of 15 points in the "Use of Tools" category. This suggests that the agent's utilization of the necessary tools to complete the task was not up to the expected standard. The deduction indicates that the agent did not effectively employ the appropriate resources or technologies required for the task at hand.

The correct answer is to submit a Manual New SRF for 1.5, verify that the SRF went to Processed, ignore the alert, and complete the task. This is the proper procedure because the given information states that there is a New SRF cancelled for 3.0 (Cancelled by NSP) and a Change SRF rejected for 1.5. Therefore, retrying the alert or submitting a Manual Change SRF would not be appropriate. The only option left is to submit a Manual New SRF for 1.5 and proceed accordingly.

The taper code will usually equal the length of the loop. This means that the taper code is a representation of the distance or length of the loop, which is an important factor in determining the performance and capabilities of the line. The taper code helps in identifying the appropriate speeds and capacities that can be achieved on that particular line based on its length.

The Request Search Results page in SOEG shows all of the SRFs (Service Request Forms) associated with a TN (Telephone Number) in the Active database. This page provides a comprehensive list of all the service requests related to a specific telephone number, allowing users to easily view and manage the status and details of each request.

The command "7_F4" is used in BOCRIS to display all the services or USOCS an account has.

Performing a Customer Record Number (CRN) or Customer Record Link (CRL) in BOCRIS would be a good recommendation when the DOM (Debt Obligation Management) system shows a different Service Account (SA) but the same Legal Name (LN) as BOCRIS. This suggests that there may be a discrepancy or error in the SA information in BOCRIS, and performing a CRN or CRL can help reconcile and ensure accurate customer data.

The correct Due Date to follow when receiving a PF task with a BOCRIS order showing status PD can be found on the SD (Service Delivery) system. The SD system provides the most up-to-date information regarding task due dates and can be relied upon to determine the correct deadline for completing the PF task.

If we have a PI PF order and the PF DD is for one week from today and the appointment is in 2 days, the best course of action would be to cancel the existing appointment, reschedule it with the customer, match the appointment date and time with the Schedule Optimization Engine (SOEG), and then close the task as complete. This ensures that the appointment is properly rescheduled and aligned with the SOEG, allowing for efficient scheduling and completion of the task.

To search for an appointment in DAD, the first step is to click on "Appointment Search" under the "Appointment Search Functions" area on the Main Menu of Aelera / DAD. This will allow the user to access the appointment search feature and retrieve the necessary information.

The correct answer is to perform a LFR and set a follow up for 3 BZ days. This is because the agent needs to retry notification and the information from BCF5 shows that an order was completed on 02/11/2008. The LQS does not provide any loop info using the SA of the N order. Therefore, the best course of action is to perform a LFR (Loop Failure Retry) and set a follow up for 3 BZ (business) days.

The option "Non-Functional" is not a valid return reason for issuing a Return Merchandise Authorization (RMA). A return reason typically refers to a specific issue or problem with the product that justifies the need for a return or exchange. "Non-Functional" is a general term that does not provide specific information about the issue with the product.