Knowledge Check 16, 17, And 18

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

"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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

If the statement "You should case the issue as Customer Assistance > Customer Request if no other option is currently available" is false, it means that there are other options available apart from categorizing the issue as Customer Assistance > Customer Request.

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.

The statement is false because ALK Co-Pilot and Navigo Routing cannot be used simultaneously on BLU and BLU2.

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.

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.

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.

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.

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.

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.

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.

The Mandatory eDVIR VAS is not available for use on Driver Terminal Displays.

The given statement is false because the category for issues related to an OBC missing UBLOX cannot be found under Display Type > OBC.

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.

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.

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.

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.

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.

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.

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.

The Sprint 1 Release added the close and go back links in those pop-ups. You have always been able to hit escape.

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.

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.

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.

The $485 charge on the last line of the invoice is a combination of $310 for Fuel Tax and $175 for In Cab Nav.

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.