Service Shepherding Assessment (June 2009)
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.
- 1.
3 ways in which an agent can be monitored are:
- A.
Explanation
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.Rate this question:
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- 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.
Correct Answer
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.Explanation
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.Rate this question:
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- 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
Correct Answer
A. Request Search Results pageExplanation
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.Rate this question:
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- 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
Correct Answer
D. Broadband GatewayExplanation
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.Rate this question:
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- 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
Correct Answer
B. Update RequestedExplanation
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.Rate this question:
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- 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.
Correct Answer
B. Premium Internet Security Suite, AT&T Anti-Spyware, AT&T Anti-Virus, AT&T Firewall, BellSouth FastAccess HomeNetworking Plus, and Static IP.Explanation
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.Rate this question:
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- 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
Correct Answer
C. Availability of a technician in the specific areaExplanation
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.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 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.
Correct Answer
C. Click Appointment Search under the Appointment Search Functions area on the Main Menu of Aelera / DADExplanation
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.Rate this question:
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- 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.
Correct Answer
A. The TN/address being tested is not qualified for FastAccess DSL service.Explanation
An "N" in the first line of the LQS results indicates that the TN/address being tested is not qualified for FastAccess DSL service.Rate this question:
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- 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
Correct Answer
C. 1.5Mx256k, 768kx128kExplanation
If the SVC line in LQS shows Business and nothing else, the qualified DSL speeds are 1.5Mx256k and 768kx128k.Rate this question:
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- 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
Correct Answer
B. Customer’s TN or AddressExplanation
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.Rate this question:
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- 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.
Correct Answer
A. They contain codes that indicate availability, speeds, taper, address key, etc.Explanation
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.Rate this question:
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- 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
Correct Answer
B. DSLAM is cappedExplanation
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.Rate this question:
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- 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
Correct Answer
C. Length of the loopExplanation
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.Rate this question:
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- 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
Correct Answer
D. Non-FunctionalExplanation
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.Rate this question:
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- 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
Correct Answer
C. Complex Business customerExplanation
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.Rate this question:
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- 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
Correct Answer
A. Small Business customerExplanation
A CENT code beginning with "S" indicates a Small Business customer on the Customer Service Records screen.Rate this question:
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- 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
Correct Answer
A. Contact Points, does not paste notes, suspend a task without a valid reason overnightExplanation
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.Rate this question:
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- 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
Correct Answer
C. BOCRIS Memo screenExplanation
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.Rate this question:
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- 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)
Correct Answer
C. Use of Tools (15 points)Explanation
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.Rate this question:
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- 22.
How much time an agent has to dispute a CPAT:
- A.
1 day
- B.
2 days
- C.
5 days
- D.
72 hours
Correct Answer
D. 72 hoursExplanation
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.Rate this question:
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- 23.
How many initiatives does the CPAT form contain?
- A.
7
- B.
27
- C.
5
- D.
3
Correct Answer
C. 5Explanation
The CPAT form contains 5 initiatives.Rate this question:
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- 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
Correct Answer
D. 7_F4Explanation
The command "7_F4" is used in BOCRIS to display all the services or USOCS an account has.Rate this question:
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- 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
Correct Answer
A. ADL96, ADLAA, DRSExplanation
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.Rate this question:
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- 26.
Choose the option that best describes the following USOCS:1. ADLD52. ADLD7
- A.
IFTL, DFTL
- B.
IFTL, ADSL96
- C.
IFTL PI, DFTL PI
- D.
Router Pro Install, Modem Pro Install
Correct Answer
D. Router Pro Install, Modem Pro InstallExplanation
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.Rate this question:
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- 27.
If today is Thursday 6/18/2009 and at 4:00 PM an agent needs an overbook, the earliest date and time he/she can offers the appointment will be?
- A.
For The Next Monday From 2PM to 4PM.
- B.
For the Next Tuesday from 8AM to 11AM.
- C.
For Next Wednesday from 8 AM to 11 AM.
- D.
For the next Thursday from 8AM to 11 AM
Correct Answer
B. For the Next Tuesday from 8AM to 11AM.Explanation
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.Rate this question:
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- 28.
If you need to check a posted order at “The Completed Activity” screen in BOCRIS which command is the correct one:
- A.
7_F4
- B.
11_F4
- C.
12_F5
- D.
CA_F4
Correct Answer
B. 11_F4Explanation
The correct command to check a posted order at "The Completed Activity" screen in BOCRIS is 11_F4.Rate this question:
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- 29.
On which case to perform a CRN or CRL in BOCRIS will be a good recommendation?
- A.
When DOM shows a different LN than BOCRIS but same SA.
- B.
When SOEG shows different SA than BOCRIS and different LN.
- C.
When DOM shows different SA than BOCRIS but the same LN
- D.
None of the above.
Correct Answer
C. When DOM shows different SA than BOCRIS but the same LNExplanation
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.Rate this question:
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- 30.
If you get a PF task and BOCRIS order shows status PD, the correct Due Date to follow will be shown on:
- A.
ZOSD
- B.
SD
- C.
ZPFU
- D.
ZSBD
Correct Answer
B. SDExplanation
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.Rate this question:
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- 31.
If the customer is requesting 6M in DOM, you qualified the TN in LQS and the customer qualifies for the speed request. Which option in the correct one?
- A.
A, C, A3 HD:, , remoteHd IQ23, ADSL Service is provisioned on this loop. ATTENTION: Served by IP DSLAM -- NSP must be connected to WBBG network. AdrKey=V6F35PRF3 SVC={768Kbps, 1.5Mbps, 3Mbps, Business, 6Mbps}
- B.
N, E6, No loop information - refresh automatically requested. E6, No loop information - refresh automatically requested. NpaNxx(305388, hm=miamflwd, {}, #p=2, #l=5001) WC(miamflwd, fwd, ext=06/05/2009, ftp=06/07/2009,
- C.
A, C, D9 HD:coHd, , IQ23, ADSL Service is provisioned on this loop. ATTENTION: Served by IP DSLAM -- NSP must be connected to WBBG network.
- D.
A, F, HD:, , IQ5, Qualified through CMS Update. AdrKey= SVC={768Kbps, 1.5Mbps}
Correct Answer
A. A, C, A3 HD:, , remoteHd IQ23, ADSL Service is provisioned on this loop. ATTENTION: Served by IP DSLAM -- NSP must be connected to WBBG network. AdrKey=V6F35PRF3 SVC={768Kbps, 1.5Mbps, 3Mbps, Business, 6Mbps}Explanation
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.Rate this question:
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- 32.
If we have a PI PF order and the PF DD is for one week from today and the appointment is in 2 days, we should:
- A.
Cancel Existing appointment, after reschedule with the customer, match the appt. date and time with SOEG and close the task as complete.
- B.
Cancel existing appointment, Call customer to inform the delay and set the proper follow up.
- C.
Cancel existing appointment, Call OSC for an Update, Call Customer to inform and reschedule and set a follow up.
- D.
None of the above
Correct Answer
A. Cancel Existing appointment, after reschedule with the customer, match the appt. date and time with SOEG and close the task as complete.Explanation
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.Rate this question:
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- 33.
If an agent gets a task on 02/12/2008 all the information matches, and he needs to get an address key to retry notification, BCF5 shows a N order completed on 02/11/2008 and LQS shows No Loop Info using the SA of N order, the agent should:
- A.
Perform a LFR and set a follow up for 3 BZ days.
- B.
Use the address key provided by LQS using the TN.
- C.
Set a follow up N order Due Date + 3 BZ days.
- D.
Submit a manual SRF in SOEG
Correct Answer
A. Perform a LFR and set a follow up for 3 BZ days.Explanation
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.Rate this question:
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- 34.
If SOEG shows a New SRF cancelled for 3.0 (Cancelled by NSP), a Change SRF Rejected for 1.5, No ADL USOCS in Bocris F4 or no pending orders in BCF5. DOM shows with Order Transaction: UPDATE-NEW an alert order for 1.5. The proper procedure will be:
- A.
Retry the alert, and if it rejects again, suspend the task and escalate it to Process Manager.
- B.
Submit a Manual Change SRF for 1.5, verify SRF went to Processed and Ignore and complete the alert and Close the task.
- C.
Submit a Manual New SRF for 1.5, verify SRF went to Processed and Ignore and complete the alert and Close the task.
- D.
None of the above
Correct Answer
C. Submit a Manual New SRF for 1.5, verify SRF went to Processed and Ignore and complete the alert and Close the task.Explanation
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.Rate this question:
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Mar 16, 2023Quiz Edited by
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Jun 03, 2009Quiz Created by
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