Service Shepherding Assessment (June 2009)

34 Questions | Total Attempts: 136

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Service Quizzes & Trivia

The main objective of this assessment is to validate your knowledge within the Service Shepherding account. Final score will not determine your performance level or infer with your annual salary appraisal.


Questions and Answers
  • 1. 
    3 ways in which an agent can be monitored are:
    • A. 

  • 2. 
    What is the difference between Self Installation and Professional Installation for DSL service?
    • A. 

      With Self Installation, the customer installs the DSL Hardware for free. With Professional Installation, an AT&T technician or contractor installs the DSL hardware for a free.

    • B. 

      With Self Installation, the customer installs the DSL Service for a small fee. With Professional Installation, an AT&T technician or contractor installs the DSL service for a fee.

    • C. 

      With Self Installation, an AT&T technician or contractor installs the DSL service for a fee. With Professional Installation, the customer installs the DSL Service for free.

    • D. 

      With Self Installation, the customer installs the DSL hardware for free. With Professional Installation, an AT&T technician or contractor installs the DSL hardware for a fee.

  • 3. 
    Which screen in SOEG shows all of the SRFs associated with a TN in the Active database?
    • A. 

      Request Search Results page

    • B. 

      Main Menu

    • C. 

      Request Status Results page

    • D. 

      New Service Request Menu

  • 4. 
    In SOEG:When placing a new request, on the New Service Request Menu, which product do you select?
    • A. 

      High Speed Data Business Option

    • B. 

      RBAN Service

    • C. 

      High Speed Data 1.5m X 256k

    • D. 

      Broadband Gateway

  • 5. 
    If an order is in SOEG with _____ status, the cancel/update buttons will not appear on the request.
    • A. 

      Pending Facilities

    • B. 

      Update Requested

    • C. 

      Processed

    • D. 

      Held

  • 6. 
    What Vertical Services are available on an existing customer’s DSL account?
    • A. 

      Premium Internet Security Suite, AT&T Anti-Spyware, AT&T Anti-Virus, AT&T Firewall, and Static IP. BellSouth FastAccess HomeNetworking Plus is not offered as a vertical service

    • B. 

      Premium Internet Security Suite, AT&T Anti-Spyware, AT&T Anti-Virus, AT&T Firewall, BellSouth FastAccess HomeNetworking Plus, and Static IP.

    • C. 

      ) Premium Internet Security Suite, AT&T Anti-Spyware, AT&T Anti-Virus, AT&T Firewall, BellSouth FastAccess HomeNetworking Plus, and Roaming IP

    • D. 

      Existing customers are not eligible for Vertical Services.

  • 7. 
    What is the professional installation successful capacity dependent upon?
    • A. 

      Overbooking appointment information

    • B. 

      The DSL capacity and density in a specific area

    • C. 

      Availability of a technician in the specific area

    • D. 

      Schedule and weather conditions

  • 8. 
    If a customer is installing POTS service at the same time as their DSL, then you will need to use an address key when placing an order in IStore.
    • A. 

      True

    • B. 

      False

  • 9. 
    When searching for an appointment in DAD, the first step is to ____________?
    • A. 

      Enter the customer’s 10-digit phone number in the DSL Service Line field or the DAD Appointment ID in the Appointment ID field.

    • B. 

      Retrieve all the customer’s appointments in Aelera / DAD.

    • C. 

      Click Appointment Search under the Appointment Search Functions area on the Main Menu of Aelera / DAD

    • D. 

      Determine which appointment is currently open by looking at the appointment status field in DAD.

  • 10. 
    In first line of the LQS results, what does an “N” indicate?
    • A. 

      The TN/address being tested is not qualified for FastAccess DSL service.

    • B. 

      The TN/address being tested does not yet have a valid TN.

    • C. 

      The TN/address being tested is not in the loop.

    • D. 

      The TN/address being tested is normal.

  • 11. 
    If the SVC line in LQS shows Business and nothing else, what DSL speeds are qualified?
    • A. 

      3 meg, 6 meg, 1.5Mx256k

    • B. 

      3 meg, 6 meg, 1.5Mx256k, 768kx128k

    • C. 

      1.5Mx256k, 768kx128k

    • D. 

      3 meg, 6 meg, 768kx128k

  • 12. 
    What does LQS use to qualify a line?
    • A. 

      Service Order history field

    • B. 

      Customer’s TN or Address

    • C. 

      DSL Availability loop

    • D. 

      Service Order notes field

  • 13. 
    What is the purpose of the first four lines in LQS?
    • A. 

      They contain codes that indicate availability, speeds, taper, address key, etc.

    • B. 

      They contain Loop Taper and Loopbits result codes.

    • C. 

      They contain a description of the F1 Cable.

    • D. 

      They contain codes that identify line supplier.

  • 14. 
    What non-qualifying situation may occur when engineering has removed an area from accepting any new orders?
    • A. 

      All loops disqualified at this address

    • B. 

      DSLAM is capped

    • C. 

      Existing USOC is incompatible

    • D. 

      Syntax error in TN

  • 15. 
    Complete the following sentence: The taper code will usually equal the ____________.
    • A. 

      Number of copper lines at the terminal

    • B. 

      Number of fiber lines at the terminal

    • C. 

      Length of the loop

    • D. 

      Available speeds for that line

  • 16. 
    Which of the following is NOT a Return Reason for issuing a Return Merchandise Authorization (RMA)?
    • A. 

      Cancel/Disconnect

    • B. 

      Received a Duplicate

    • C. 

      Wants Router/Received Modem

    • D. 

      Non-Functional

  • 17. 
    What does a CENT code beginning with “C” indicate on the Customer Service Records screen?
    • A. 

      Small Business customer

    • B. 

      Residential or Consumer customer

    • C. 

      Complex Business customer

    • D. 

      Medium Business customer

  • 18. 
    What does a CENT code beginning with “S” indicate on the Customer Service Records screen?
    • A. 

      Small Business customer

    • B. 

      Residential or Consumer customer

    • C. 

      Complex Business customer

    • D. 

      Medium Business customer

  • 19. 
    Which of the following represents a valid reason for an auto zero:
    • A. 

      Contact Points, does not paste notes, suspend a task without a valid reason overnight

    • B. 

      Suspend a task without a valid reason, letters and labels, enter complete and descriptive notes

    • C. 

      Contact Points, forgot to work the alert in DOM, left incomplete voicemail

  • 20. 
    Which of the following BOCRIS screens would a Shepherding agent use to read account notes entered by other departments or to determine if the customer’s account is denied or active?  
    • A. 

      BOCRIS Logon screen

    • B. 

      Pending Service Order screen

    • C. 

      BOCRIS Memo screen

    • D. 

      Customer Service Records screen

  • 21. 
    If an agent uses an incorrect BOSS article, you will need to deduct points on the following areas:
    • A. 

      Effective Task Resolution (30 points)

    • B. 

      Documentation (30 points)

    • C. 

      Use of Tools (15 points)

  • 22. 
    How much time an agent has to dispute a CPAT:
    • A. 

      1 day

    • B. 

      2 days

    • C. 

      5 days

    • D. 

      72 hours

  • 23. 
    How many initiatives does the CPAT form contain?
    • A. 

      7

    • B. 

      27

    • C. 

      5

    • D. 

      3

  • 24. 
    Which command do you use in BOCRIS to display all the services or USOCS an account has?
    • A. 

      F7

    • B. 

      SO + SHAK Code

    • C. 

      UADL

    • D. 

      7_F4

  • 25. 
    Choose the option that best fits the following information from the options below form BOCRIS:1. ADSL speed 6Mb.2. IFITL.3.Ring Master
    • A. 

      ADL96, ADLAA, DRS

    • B. 

      ADLPL, ADLAA, ADL96

    • C. 

      ADL96, DRS, ADLAA

    • D. 

      DRS, ADLPL, ADLSA

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