Knowledge Check 16, 17, And 18
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You should case the issue as Customer Assistance > Customer Request if no other option is currently available.
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True
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False
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Knowledge Check 16, 17, and 18 assesses understanding of technical support protocols, including case categorization, product issue identification, and communication strategies. It tests key skills for effective customer assistance in tech-related scenarios.
(29).webp "Knowledge Check 16, 17, And 18 - Quiz")
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- 2.
VID Box Failure issues can be found under which "Product?"
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OBC
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Cables
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PerformX
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Account Management
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Display Type
Correct Answer
A. CablesExplanation
The correct answer is "Cables" because VID Box Failure is a specific issue related to cables. It suggests that there may be a problem with the cables used for connecting devices or transmitting signals. This category helps to identify and troubleshoot issues related to cable failures, ensuring that proper functioning of the cables is maintained.Rate this question:
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- 3.
The Category for issues related to an OBC missing UBLOX can be found under Display Type > OBC.
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True
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False
Correct Answer
A. FalseExplanation
The given statement is false because the category for issues related to an OBC missing UBLOX cannot be found under Display Type > OBC.Rate this question:
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- 4.
A non Q26 unit will never convert from MIP to SIP.
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True
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False
Correct Answer
A. FalseExplanation
This statement is false because a non-Q26 unit can convert from MIP (Mobile IP) to SIP (Session Initiation Protocol). The conversion from MIP to SIP allows for the seamless transfer of ongoing communication sessions between different networks or devices.Rate this question:
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- 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.
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True
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False
Correct Answer
A. FalseExplanation
It is not advisable to ask the driver to drive down the road and call back if issues continue in the middle of nowhere. This solution does not address the wireless issues and may put the driver at risk by asking them to drive while experiencing problems. A more appropriate approach would be to troubleshoot the wireless issues remotely or provide alternative solutions that do not involve driving.Rate this question:
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- 6.
When you send / request a BLU OTAP to go do down to a device you should do the following (Check all that apply)
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Let the Driver know what changes are coming
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Send a Message to the Vehicle
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Send a Message to the Fleet Admin / Main contact
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Monitor the OTAP to make sure it completes
Correct Answer(s)
A. Let the Driver know what changes are coming
A. Send a Message to the Vehicle
A. Send a Message to the Fleet Admin / Main contact
A. Monitor the OTAP to make sure it completesExplanation
The correct answer is to let the driver know what changes are coming, send a message to the vehicle, send a message to the fleet admin/main contact, and monitor the OTAP to make sure it completes. This is because when sending or requesting a BLU OTAP (Over-The-Air Programming) to go down to a device, it is important to inform the driver about the upcoming changes so they are aware and prepared. Sending a message to the vehicle ensures that the necessary instructions or updates are received and implemented. Additionally, notifying the fleet admin or main contact keeps them informed about the OTAP process. Monitoring the OTAP progress is crucial to ensure that it is successfully completed without any issues.Rate this question:
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- 7.
Navigo 4.0 is only compatible with BLU.2 Devices
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True
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False
Correct Answer
A. TrueExplanation
Navigo 4.0 is only compatible with BLU.2 devices. This means that Navigo 4.0 can only be used with BLU.2 devices and is not compatible with any other devices.Rate this question:
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- 8.
A signal strength indicator with an "X" through it on 1.10 code means that all data calls will fail.
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True
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False
Correct Answer
A. FalseExplanation
The statement "A signal strength indicator with an 'X' through it on 1.10 code means that all data calls will fail" is false. A signal strength indicator with an 'X' through it does not necessarily mean that all data calls will fail. It could indicate a weak signal or poor network connectivity, but it does not guarantee that all data calls will fail.Rate this question:
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- 9.
ALK Co-Pilot and Navigo Routing can be used simultaneously on BLU and BLU2
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True
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False
Correct Answer
A. FalseExplanation
The statement is false because ALK Co-Pilot and Navigo Routing cannot be used simultaneously on BLU and BLU2.Rate this question:
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- 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)?
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Cycle Power, Pull Fuses, RMA BLU Screen
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Cycle Power, Pull Fuses, Bypass DC/DC Converter
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Make them try this BLU in another truck
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Cycle Power, try new options cable
Correct Answer
A. Cycle Power, Pull Fuses, RMA BLU ScreenExplanation
The correct answer suggests that the troubleshooting steps to be followed when a BLU has a black screen with no lights are to cycle power, pull fuses, and then request a return merchandise authorization (RMA) for the BLU screen. This implies that the issue may be resolved by resetting the power, checking and replacing any faulty fuses, and if the problem persists, contacting the manufacturer for a replacement BLU screen.Rate this question:
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- 11.
What field contains the information needed to provide Support Center Access?
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Login line in the Contact Profile
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As long as they are a customer they have access
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Email Address
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We can't tell if a customer has access to the Support Center
Correct Answer
A. Login line in the Contact ProfileExplanation
The correct answer is the "Login line in the Contact Profile." This field contains the necessary information to provide Support Center Access. It likely includes the customer's login credentials, such as username and password, which are required to authenticate and grant access to the Support Center.Rate this question:
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- 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.
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True
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False
Correct Answer
A. TrueExplanation
When receiving a call from a Con-Way Driver, it is important to provide them with quick assistance and document the issue they are facing. However, it is also necessary to point them back to their own organization for further assistance on how to use the system. This implies that while we can offer immediate help, we are not responsible for providing extensive support or training on the system, as that is the responsibility of their organization.Rate this question:
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- 13.
Clicking on the Vehicle Name in the fleet overview will take you to which tab?
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Message
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Find
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Vehicle Settings
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Vehicle Management
Correct Answer
A. Vehicle SettingsExplanation
Clicking on the Vehicle Name in the fleet overview will take you to the Vehicle Settings tab. This tab is likely to contain all the relevant settings and configurations related to the specific vehicle, such as its specifications, preferences, and any adjustments that can be made. It allows the user to access and modify the settings of the selected vehicle for better management and control.Rate this question:
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- 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?
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Push Escape
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Use the "Close" or "Go Back" link
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Change Tabs
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You can't get out without closing the entire browser
Correct Answer(s)
A. Push Escape
A. Use the "Close" or "Go Back" linkExplanation
The Sprint 1 Release added the close and go back links in those pop-ups. You have always been able to hit escape.Rate this question:
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- 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.
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True
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False
Correct Answer
A. TrueExplanation
When multiple vehicles or landmarks are in the same area, clicking on that area will provide a list of vehicle numbers present in that area. This feature allows users to easily access information about the vehicles in a specific location, making it convenient and efficient to track and manage multiple vehicles or landmarks.Rate this question:
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- 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)
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Select all text on the page, then print
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Select File --> Print through their internet browser
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You can't print all in the new PFM
Correct Answer
A. Select all text on the page, then printExplanation
To print all information/content that is on the screen, the correct answer is to select all text on the page and then print. This means highlighting or selecting all the text on the screen, either by using the mouse or keyboard shortcuts, and then choosing the print option. This will ensure that all the text on the page is included in the printout. The other options mentioned, such as selecting File --> Print through their internet browser or not being able to print all in the new PFM, are incorrect as they do not provide a solution for printing all the information on the screen.Rate this question:
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- 17.
What information should be recorded in the RightNow case when speaking with JB Hunt? (Select All that Apply)
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JB Hunt Escalation Template
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JB Hunt Ticket Number
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Who called in the JB Hunt Case
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Detailed Case Notes on Issue, Troubleshooting and Resolution
Correct Answer(s)
A. JB Hunt Escalation Template
A. JB Hunt Ticket Number
A. Who called in the JB Hunt Case
A. Detailed Case Notes on Issue, Troubleshooting and ResolutionExplanation
The information that should be recorded in the RightNow case when speaking with JB Hunt includes the JB Hunt Escalation Template, JB Hunt Ticket Number, Who called in the JB Hunt Case, and Detailed Case Notes on Issue, Troubleshooting, and Resolution. This information is important for tracking and documenting the communication and progress of the case with JB Hunt.Rate this question:
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- 18.
On Invoice 1618-236, which best describes the $485 charge on the last line of the Invoice?
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$485 for Fuel Tax
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$242.50 for Fuel Tax and $242.50 for In Cab Nav
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$310 for Fuel Tax and $175 for In Cab Nav
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$175 for Fuel Tax and $310 for In Cab Nav
Correct Answer
A. $310 for Fuel Tax and $175 for In Cab NavExplanation
The $485 charge on the last line of the invoice is a combination of $310 for Fuel Tax and $175 for In Cab Nav.Rate this question:
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- 19.
If a Customer contacts Support and asks for future Invoices to go a different email address, you must:
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Edit the main screen in NetSuite and Customer Manager page in PFM
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Escalate to Customer Manager
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Edit in Financial Tab in NetSuite and email Billing Specialist
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Edit in main screen in NetSuite and email Billing Specialist
Correct Answer
A. Edit in main screen in NetSuite and email Billing SpecialistExplanation
To change the email address for future invoices to a different email address, the correct action is to edit the main screen in NetSuite and email the Billing Specialist. This means accessing the main screen in NetSuite, finding the customer's information, and making the necessary changes to the email address. Afterward, the updated information should be communicated to the Billing Specialist via email.Rate this question:
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- 20.
Which of the following is the deadline for Customers to request units be removed from Suspend?
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20th of the month
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Final business day of the month
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25th of the month
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Final day of the month
Correct Answer
A. Final business day of the monthExplanation
The correct answer is "Final business day of the month." This means that customers have until the last working day of the month to request units be removed from Suspend. This deadline allows for any necessary processing or administrative tasks to be completed before the end of the month.Rate this question:
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- 21.
The "Use Case" field in the P3 request template is intended to include what type of information?
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The number of units in the company's fleet.
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The number of times the user has encountered the issue.
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The case the user is making to justify the change/request.
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The case number that development should use to reference the call.
Correct Answer
A. The case the user is making to justify the change/request.Explanation
The "Use Case" field in the P3 request template is intended to include the case the user is making to justify the change/request. This means that the user should provide a detailed explanation or rationale for why they believe the change or request is necessary. This information helps the development team understand the context and importance of the user's case, allowing them to prioritize and address the request accordingly.Rate this question:
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- 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:
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Offer bug number provided by L2.
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Advise that this is a known issue that is currently being investigated.
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Advise that we will research the situation and get back to them ASAP.
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All of the above.
Correct Answer
A. Advise that we will research the situation and get back to them ASAP.Explanation
The correct answer is "Advise that we will research the situation and get back to them ASAP." This is the most appropriate response because it acknowledges the customer's issue, assures them that it will be looked into, and promises a prompt follow-up. It shows the customer that their concern is being taken seriously and that efforts are being made to resolve it. Offering a bug number provided by L2 or stating that it is a known issue being investigated may not provide the same level of reassurance to the customer.Rate this question:
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- 23.
What contact method should be used to report that you will be unable to make it on time to you scheduled shift?
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Call extension 612
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Send a text message to Kim and Alyssa
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Send an email to Mollie and copy Kim and Alyssa
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Send an email to [email protected] and copy Kim and Alyssa
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Call Kim or Alyssa's cell phone. Be sure to leave a voicemail if they don't answer
Correct Answer
A. Call extension 612Explanation
The correct answer is to call extension 612 because it is the most direct and immediate method of communication. Calling allows for immediate conversation and ensures that the message is received promptly. Other methods such as sending a text message or email may not be as effective in conveying the urgency of the situation. Additionally, calling extension 612 ensures that the message is received by the appropriate person or department responsible for managing scheduling and shift changes.Rate this question:
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- 24.
What information needs to be entered into the case before disconnecting from the TIm Horton's helpdesk? Check all that apply.
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Summary of the issue
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All Troubleshooting Completed
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Tim Horton's Case Number
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Name of who called the issue in
Correct Answer(s)
A. Summary of the issue
A. All Troubleshooting Completed
A. Tim Horton's Case Number
A. Name of who called the issue inExplanation
Before disconnecting from the Tim Horton's helpdesk, the following information needs to be entered into the case: summary of the issue, all troubleshooting completed, Tim Horton's case number, and name of who called the issue in.Rate this question:
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- 25.
What troubleshooting steps should be taken when troubleshooting an issue with Pepsi Custom Workflow? Check all that apply
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Don't troubleshoot - just escalate to Integration
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Confirm the device is communicating
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Confirm PACOS trip was sent to device
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Refer the driver to the company for troubleshooting
Correct Answer(s)
A. Confirm the device is communicating
A. Confirm PACOS trip was sent to deviceExplanation
To troubleshoot an issue with Pepsi Custom Workflow, it is important to confirm that the device is communicating properly. This ensures that there are no connectivity issues that may be causing the problem. Additionally, confirming that the PACOS trip was sent to the device is necessary to check if the issue lies in the transmission of data. These steps help in narrowing down the possible causes of the problem and identifying the appropriate solution.Rate this question:
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- 26.
In RightNow, when should "Customer Entry" be used?
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Never. This is only intended for responses made by the customer.
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RMA templates
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Escalation templates
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When responding to the customer.
Correct Answer
A. Never. This is only intended for responses made by the customer.Explanation
"Customer Entry" should never be used in RightNow because it is specifically designed for responses made by the customer, not for any other purpose such as RMA templates or escalation templates. It is important to use the appropriate tools and templates in RightNow for effective customer communication and issue resolution.Rate this question:
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- 27.
What is the best way to confirm if someone calling in is authorized to receive an RMA number?
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Ask the Customer Manager for the account.
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Consult Kim or Alyssa.
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Check the Company Alerts.
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Check the NetSuite Finance tab.
Correct Answer
A. Check the Company Alerts.Explanation
The best way to confirm if someone calling in is authorized to receive an RMA number is by checking the Company Alerts. Company Alerts provide important information about the company and any specific instructions or restrictions. By checking the alerts, you can ensure that the person calling in meets the necessary criteria and is authorized to receive an RMA number.Rate this question:
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- 28.
How do you confirm what type of tablet a customer is returning if they don’t know?
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Ask the Customer Manager for the account.
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Consult Kim or Alyssa.
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Consult Joey Hudson.
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Check the Item Fulfillment via the the Ops Serial Number Lookup tool.
Correct Answer
A. Check the Item Fulfillment via the the Ops Serial Number Lookup tool.Explanation
To confirm the type of tablet a customer is returning when they don't know, you should check the Item Fulfillment via the Ops Serial Number Lookup tool. This tool allows you to search for the serial number of the tablet and retrieve information about the specific type of tablet that was originally fulfilled for the customer. By using this tool, you can accurately determine the type of tablet being returned even if the customer is unsure.Rate this question:
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- 29.
What is the alternate term that PeopleNet is now using to describe PerformX?
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Engine Data
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Vehicle Management
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PerformX
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Account Management
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Vehicle Administration
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Vehicle Diagnostics
Correct Answer
A. Vehicle ManagementExplanation
PeopleNet is now using the term "Vehicle Management" to describe PerformX. This suggests that PerformX is a tool or system that helps with the management and administration of vehicles. It may involve tasks such as tracking vehicle data, monitoring vehicle performance, and managing vehicle maintenance and diagnostics.Rate this question:
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- 30.
If a customer puts you on hold for a few minutes, it's okay to check your Facebook updates as long as you stop when the customer returns.
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True
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False
Correct Answer
A. FalseExplanation
Checking Facebook updates while a customer is on hold is not okay, even if you stop when the customer returns. It is important to remain focused and attentive to the customer's needs at all times. Engaging in personal activities during work hours can be seen as unprofessional and may lead to a negative customer experience.Rate this question:
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- 31.
Watching a video on YouTube is okay when idling between phone calls.
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True
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False
Correct Answer
A. FalseExplanation
Watching a video on YouTube while idling between phone calls is not okay. It can be seen as a distraction and may prevent someone from being fully present and attentive to their phone calls. It is important to prioritize and give proper attention to the task at hand, which in this case would be the phone calls.Rate this question:
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- 32.
Throughout the course of an escalation, when should you follow up with the customer?
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When the escalation has a resolution.
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Every 24 hours prior to receiving a response to the escalation.
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Every 48 hours prior to receiving a response to the escalation.
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When you're ready to close the case.
Correct Answer
A. Every 24 hours prior to receiving a response to the escalation.Explanation
In order to ensure that the customer's issue is being addressed and to provide timely updates, it is important to follow up with the customer every 24 hours prior to receiving a response to the escalation. This helps in keeping the customer informed about the progress of their case and shows proactive communication and commitment towards resolving their issue. It also allows the customer to provide any additional information or updates related to the escalation if needed.Rate this question:
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- 33.
If you resolve an issue and you're certain that the customer will not need to call back, it's okay to not create a case.
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True
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False
Correct Answer
A. FalseExplanation
Creating a case is important even if you resolve an issue and believe the customer will not need to call back. Creating a case helps in documenting the details of the issue, the steps taken to resolve it, and any relevant information. This documentation can be useful for future reference, tracking customer concerns, and analyzing patterns or trends. It also ensures that there is a record of the interaction in case any further action or follow-up is required. Therefore, it is not okay to not create a case even if the issue is resolved.Rate this question:
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- 34.
If you complete a warranty swap and you will not be issuing an RMA, you should add the DSN back into the pending unit list.
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True
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False
Correct Answer
A. TrueExplanation
If you complete a warranty swap and you will not be issuing an RMA, it means that you have replaced a faulty product under warranty without needing to generate a Return Merchandise Authorization (RMA). In this case, it is necessary to add the Device Serial Number (DSN) back into the pending unit list, indicating that the replacement has been completed and the new unit is ready for further processing or shipment. Therefore, the statement "True" is the correct answer.Rate this question:
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- 35.
If a customer is replacing the OBC in an existing unit with a DSN that is already assigned to a truck, you should simply complete a truck number change.
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True
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False
Correct Answer
A. FalseExplanation
If a customer is replacing the OBC in an existing unit with a DSN that is already assigned to a truck, simply completing a truck number change is not the correct course of action. This is because the DSN is already assigned to a truck, and replacing the OBC would require reassigning the DSN to the new unit. Therefore, the correct answer is False.Rate this question:
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- 36.
Idle time should be spent: (check all that apply)
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Smoking a cigarette
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Checking the news
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Following up on open cases
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Cleaning up RMAs
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Chatting with people around you
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Completing Knowledge Checks.
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Reading the Support Center.
Correct Answer(s)
A. Following up on open cases
A. Cleaning up RMAs
A. Completing Knowledge Checks.
A. Reading the Support Center.Explanation
The idle time should be spent following up on open cases, cleaning up RMAs, completing knowledge checks, and reading the Support Center. These activities are productive and help in improving skills, knowledge, and overall performance in the job. Smoking a cigarette, checking the news, and chatting with people around you are not productive activities and do not contribute to work-related tasks.Rate this question:
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- 37.
Using "Meeting" has a release code can be used under what circumstances? (check all that apply)
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If approved by Kim, Alyssa or Mollie.
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When using the restroom.
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When wrapping up an RMA.
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When following up with a customer.
Correct Answer
A. If approved by Kim, Alyssa or Mollie.Explanation
The correct answer is "If approved by Kim, Alyssa or Mollie." This means that the release code for using "Meeting" can only be used if it has been approved by any of the three individuals mentioned. It implies that these individuals have the authority to grant permission for the use of the release code.Rate this question:
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- 38.
If a BLU.2 is showing disconnect messages on the screen and you're also seeing these in the power log, you should advise the customer that it's probably the BLU.2 Cable at fault.
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True
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False
Correct Answer
A. FalseExplanation
The correct answer is False. If a BLU.2 is showing disconnect messages on the screen and you're also seeing these in the power log, it is not necessarily the BLU.2 Cable at fault. There could be other factors causing the disconnect messages, such as a faulty power source or a problem with the device itself. It would be more appropriate to advise the customer to further investigate and troubleshoot the issue to determine the exact cause of the disconnect messages.Rate this question:
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- 39.
When you're on a call that you have questions about, it's important to record all necessary information (CID, truck number, etc.) when presenting the issue to your resources for assistance.
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True
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False
Correct Answer
A. TrueExplanation
When you're on a call that you have questions about, it is important to record all necessary information such as CID and truck number. This is crucial because when presenting the issue to your resources for assistance, having all the relevant information will help them understand the situation better and provide more accurate and efficient support.Rate this question:
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- 40.
When you need to ask a question about a current customer issue, who of the following is the proper individual to consult?
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The person sitting closest to you.
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Kim and/or Alyssa, Frank and/or Kayla, L2 (in that order)
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Travis. If he's on a call, quietly ask that he put the customer on hold.
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Always ask L2 first.
Correct Answer
A. Kim and/or Alyssa, Frank and/or Kayla, L2 (in that order)Explanation
This answer suggests that the proper individuals to consult when you need to ask a question about a current customer issue are Kim and/or Alyssa, Frank and/or Kayla, and L2. The order of consultation should be in the given sequence. It implies that these individuals have the knowledge and expertise to provide assistance and guidance in resolving customer issues.Rate this question:
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- 41.
You should check for rejected RMAs in NetSuite everyday.
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True
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False
Correct Answer
A. TrueExplanation
Checking for rejected RMAs in NetSuite everyday is important to ensure timely resolution of any issues related to returned merchandise. This practice helps in identifying any rejected RMAs promptly, allowing necessary actions to be taken, such as contacting the customer, investigating the reason for rejection, and initiating the appropriate next steps. By checking everyday, any rejected RMAs can be addressed promptly, preventing delays and ensuring customer satisfaction.Rate this question:
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- 42.
Within the BLU/BLU2 Firmware Resource Center, what types of information can be found? (check all that apply)
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Release Overview
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Release Notes
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Training documents
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Reference guides
Correct Answer(s)
A. Release Overview
A. Release Notes
A. Training documents
A. Reference guidesExplanation
Within the BLU/BLU2 Firmware Resource Center, users can find a variety of information including Release Overview, Release Notes, Training documents, and Reference guides. These resources provide valuable information about the firmware updates, including an overview of the release, detailed release notes, training materials to help users understand the changes and updates, and reference guides for further assistance and guidance. These resources ensure that users have access to all the necessary information to effectively utilize and understand the firmware updates for the BLU/BLU2 devices.Rate this question:
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- 43.
The Mandatory eDVIR VAS is available for use on Driver Terminal Displays.
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True
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False
Correct Answer
A. FalseExplanation
The Mandatory eDVIR VAS is not available for use on Driver Terminal Displays.Rate this question:
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- 44.
What is the icon for an OBC Disconnect on the 1.10 code?
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Yellow Flashing Light
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Green Cell Antenna Icon with a Red "X" through it
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Yellow Cell Antenna Icon with a Red Triangle
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OBC Picture with a Red "X" through it
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Red Cell Antenna Icon
Correct Answer
A. OBC Picture with a Red "X" through itExplanation
The correct answer is "OBC Picture with a Red 'X' through it." This icon represents an OBC (On-Board Computer) disconnect. The red "X" through the OBC picture indicates that the OBC is disconnected or not functioning properly. This icon is used in the 1.10 code to indicate this specific condition.Rate this question:
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- 45.
Where would you find the Fuel Tax provider that a customer is using?
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Section 5 of the Customer Manager tab.
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Rate Plan section of the Customer Manager tab.
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The Vehicle Administration tab.
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Customer alerts in RightNow and NetSuite.
Correct Answer
A. Section 5 of the Customer Manager tab.Explanation
In order to find the Fuel Tax provider that a customer is using, one would need to go to Section 5 of the Customer Manager tab. This section likely contains information related to the customer's account and preferences, including details about their chosen Fuel Tax provider. The other options mentioned, such as the Rate Plan section, Vehicle Administration tab, and Customer alerts, do not specifically pertain to the Fuel Tax provider information.Rate this question:
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- 46.
If you complete a warranty swap and you will not be issuing an RMA, you should add the DSN back into the pending unit list.
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True
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False
Correct Answer
A. TrueExplanation
If you complete a warranty swap and you will not be issuing an RMA, it means that you have replaced a faulty product under warranty without needing to generate a return merchandise authorization (RMA) for it. In this case, adding the DSN (Device Serial Number) back into the pending unit list is necessary to ensure that the replaced unit is properly tracked and accounted for in the system. This will help in maintaining accurate inventory records and prevent any confusion or discrepancies in the future.Rate this question:
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Quiz Review Timeline (Updated): May 22, 2023 +
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Current Version
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May 22, 2023Quiz Edited by
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Dec 17, 2012Quiz Created by
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