Knowledge Check 16, 17, And 18

46 Questions | Total Attempts: 32

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Knowledge Check 16, 17, And 18

Knowledge Check's Greatest Hits 2012


Questions and Answers
  • 1. 
    You should case the issue as Customer Assistance > Customer Request if no other option is currently available.
    • A. 

      True

    • B. 

      False

  • 2. 
    VID Box Failure issues can be found under which "Product?"
    • A. 

      OBC

    • B. 

      Cables

    • C. 

      PerformX

    • D. 

      Account Management

    • E. 

      Display Type

  • 3. 
    The Category for issues related to an OBC missing UBLOX can be found under Display Type > OBC.
    • A. 

      True

    • B. 

      False

  • 4. 
    A non Q26 unit will never convert from MIP to SIP.
    • A. 

      True

    • B. 

      False

  • 5. 
    A driver reports that they are having wireless issues in the middle of nowhere. You should have them drive down the road and call back if issues continue.
    • A. 

      True

    • B. 

      False

  • 6. 
    When you send / request a BLU OTAP to go do down to a device you should do the following (Check all that apply)
    • A. 

      Let the Driver know what changes are coming

    • B. 

      Send a Message to the Vehicle

    • C. 

      Send a Message to the Fleet Admin / Main contact

    • D. 

      Monitor the OTAP to make sure it completes

  • 7. 
    Navigo 4.0 is only compatible with BLU.2 Devices
    • A. 

      True

    • B. 

      False

  • 8. 
    A signal strength indicator with an "X" through it on 1.10 code means that all data calls will fail.
    • A. 

      True

    • B. 

      False

  • 9. 
    ALK Co-Pilot and Navigo Routing can be used simultaneously on BLU and BLU2
    • A. 

      True

    • B. 

      False

  • 10. 
    A BLU has a black screen, no lights. What troubleshooting steps should be followed when they do not have any more BLU displays (would need to be replaced with a BLU.2)?
    • A. 

      Cycle Power, Pull Fuses, RMA BLU Screen

    • B. 

      Cycle Power, Pull Fuses, Bypass DC/DC Converter

    • C. 

      Make them try this BLU in another truck

    • D. 

      Cycle Power, try new options cable

  • 11. 
    What field contains the information needed to provide Support Center Access?
    • A. 

      Login line in the Contact Profile

    • B. 

      As long as they are a customer they have access

    • C. 

      Email Address

    • D. 

      We can't tell if a customer has access to the Support Center

  • 12. 
    If you receive a call from a Con-Way Driver we should offer them quick help and document the issue but point them back to their organization for further assistance on how to use the system.
    • A. 

      True

    • B. 

      False

  • 13. 
    Clicking on the Vehicle Name in the fleet overview will take you to which tab?
    • A. 

      Message

    • B. 

      Find

    • C. 

      Vehicle Settings

    • D. 

      Vehicle Management

  • 14. 
    What are the two ways to close out of a pop-up box on the Fleet overview (GPS, Message, Alarm Report, etc) if the customer reports that the "X" is unresponsive?
    • A. 

      Push Escape

    • B. 

      Use the "Close" or "Go Back" link

    • C. 

      Change Tabs

    • D. 

      You can't get out without closing the entire browser

  • 15. 
    When multiple vehicles or landmarks are in the same area, you can click on that area to get a list of vehicle numbers that are in that area.
    • A. 

      True

    • B. 

      False

  • 16. 
    How do we recommend printing all information/content that is on the screen?  (For Example- Printing all of the users on page one of users in the PFM)
    • A. 

      Select all text on the page, then print

    • B. 

      Select File --> Print through their internet browser

    • C. 

      You can't print all in the new PFM

  • 17. 
    What information should be recorded in the RightNow case when speaking with JB Hunt? (Select All that Apply)
    • A. 

      JB Hunt Escalation Template

    • B. 

      JB Hunt Ticket Number

    • C. 

      Who called in the JB Hunt Case

    • D. 

      Detailed Case Notes on Issue, Troubleshooting and Resolution

  • 18. 
    On Invoice 1618-236, which best describes the $485 charge on the last line of the Invoice?
    • A. 

      $485 for Fuel Tax

    • B. 

      $242.50 for Fuel Tax and $242.50 for In Cab Nav

    • C. 

      $310 for Fuel Tax and $175 for In Cab Nav

    • D. 

      $175 for Fuel Tax and $310 for In Cab Nav

  • 19. 
    If a Customer contacts Support and asks for future Invoices to go a different email address, you must:
    • A. 

      Edit the main screen in NetSuite and Customer Manager page in PFM

    • B. 

      Escalate to Customer Manager

    • C. 

      Edit in Financial Tab in NetSuite and email Billing Specialist

    • D. 

      Edit in main screen in NetSuite and email Billing Specialist

  • 20. 
    Which of the following is the deadline for Customers to request units be removed from Suspend?
    • A. 

      20th of the month

    • B. 

      Final business day of the month

    • C. 

      25th of the month

    • D. 

      Final day of the month

  • 21. 
    The "Use Case" field in the P3 request template is intended to include what type of information?
    • A. 

      The number of units in the company's fleet.

    • B. 

      The number of times the user has encountered the issue.

    • C. 

      The case the user is making to justify the change/request.

    • D. 

      The case number that development should use to reference the call.

  • 22. 
    If you encounter an issue on a call that you have addressed previously with other customers, you should communicate this in the following manner:
    • A. 

      Offer bug number provided by L2.

    • B. 

      Advise that this is a known issue that is currently being investigated.

    • C. 

      Advise that we will research the situation and get back to them ASAP.

    • D. 

      All of the above.

  • 23. 
    What contact method should be used to report that you will be unable to make it on time to you scheduled shift?
    • A. 

      Call extension 612

    • B. 

      Send a text message to Kim and Alyssa

    • C. 

      Send an email to Mollie and copy Kim and Alyssa

    • D. 

      Send an email to [email protected] and copy Kim and Alyssa

    • E. 

      Call Kim or Alyssa's cell phone. Be sure to leave a voicemail if they don't answer

  • 24. 
    What information needs to be entered into the case before disconnecting from the TIm Horton's helpdesk? Check all that apply.
    • A. 

      Summary of the issue

    • B. 

      All Troubleshooting Completed

    • C. 

      Tim Horton's Case Number

    • D. 

      Name of who called the issue in

  • 25. 
    What troubleshooting steps should be taken when troubleshooting an issue with Pepsi Custom Workflow?  Check all that apply
    • A. 

      Don't troubleshoot - just escalate to Integration

    • B. 

      Confirm the device is communicating

    • C. 

      Confirm PACOS trip was sent to device

    • D. 

      Refer the driver to the company for troubleshooting

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