Ld Symptom And Categories / QA Guidelines

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| By Ivy.decastro
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Ivy.decastro
Community Contributor
Quizzes Created: 1 | Total Attempts: 88
| Attempts: 88
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  • 1/15 Questions

    Non-standard abbreviations that make the documentation unintelligible falls under what category?

    • Documentation
    • Resolution
    • Issue Identification
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About This Quiz

These guidelines are intended to provide Docomo interTouch. Categories and point values were designed such that scores are reflective of the agent’s ability to meet both customer and business needs.

Quality Assurance Quizzes & Trivia

Quiz Preview

  • 2. 

    IBIS Hotel. Problem: Guest can't connect - error message "Access Forbidden". Summary of the Call: Check system - having multiple issues in AU hotel's (ref# 451966). Informed guest about it. Advised guest to use the connection later. Guest acknowledged.

    • Nomadix Gateway

    • IBIS

    Correct Answer
    A. IBIS
    Explanation
    Choose the correct Category

    Rate this question:

  • 3. 

    MLCBB HotelSummary of the Call: No Physical Connection. Advised to unplugged/replugged the cable to no avail. While agent was trying to troubleshoot guest refused-mentioned that she will play around with it  and callback for further assistance

    • Closed/Unresolved

    • Resolved

    • Pending

    Correct Answer
    A. Closed/Unresolved
    Explanation
    Choose the correct LD Status

    Rate this question:

  • 4. 

    MLCBB HotelSummary of the Call: Guest unable to connect BB. Agent checked the system-LAC-disabled. Advised guest to enable to no avail. Agent found out its a company laptop and LAC is still disable. Advised guest to contact his IT first - guest acknowledged.

    • HSIA-Guest - Enquiries - User / Hotel Assistance

    • HSIA-Guest - LAN Configuration - Restricted Laptop

    • Firewall

    Correct Answer
    A. HSIA-Guest - LAN Configuration - Restricted Laptop
    Explanation
    Choose the correct Category

    Rate this question:

  • 5. 

    Identifying the cause of the customer’s issue falls under what category

    • Issue Identification

    • Resolution

    • Set Expectations/Confirmation

    Correct Answer
    A. Issue Identification
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 6. 

    IBIS Hotel Summary of the Call: Guest initially inquired for UN and PW. Advised guest to subscribe first via cable to generate the UN and PW for wireless roaming.  Guest tried the cable but can get through as he was prompted to call intertouch. Check system - port was set to Admin port. Spoke Ms Linda/Lounge and was advised to change the port to chargeable. Updated the system. Called the guest back. Refresh browser. Welcome page appeared. Guest managed to purchase the connection.

    • HSIA-Guest - Enquiries - Special Pricing Requests

    • HSIA-Guest - Enquiries - User / Hotel Assistance

    • HSIA-Guest - Enquiries - Billing Enquiries

    Correct Answer
    A. HSIA-Guest - Enquiries - Special Pricing Requests
    Explanation
    Choose the correct Category

    Rate this question:

  • 7. 

    Dead air max of 29 seconds would fall under what QA Guidelines?

    • Professional Conduct Issue

    • Hold

    • Listening Basics

    Correct Answer
    A. Hold
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 8. 

    •Correct use of LANDesk drop-downs is also scored in this category.

    • Resolution

    • Documentation

    • Call Management

    Correct Answer
    A. Documentation
    Explanation
    The correct answer is Documentation. The explanation for this answer could be that the use of LANDesk drop-downs is important for proper documentation. This could include accurately recording and categorizing information related to resolution, documentation, and call management. By correctly utilizing the drop-downs, the user ensures that all necessary information is properly documented, which can help with future reference and analysis of call management processes.

    Rate this question:

  • 9. 

    IBIS Hotel Summary of the Call: Guest can't get through 'start surfing page'. Check system - status was STARTED. Check browser - disable pop-up blocker. Refresh browser. Guest was able to get through but was prompted with different name on the screen.  Guest denied for the name registered on the screen. Spoke to Mr Turan/FD, staff verified the information. Updated guest lastname in the CFM. Called the guest back, informed that update was done. Guest acknowledged. No further assistance needed.  Resolved

    • Unable to browse some website

    • Looping Purchase Page

    • No purchase page

    Correct Answer
    A. Unable to browse some website
    Explanation
    Choose the correct Symptom

    Rate this question:

  • 10. 

    Informing the guest the needs to consult supervisor or other agent would fall under what QA Guidelines?

    • Positive Response

    • Professional Conduct

    • Courtesies

    Correct Answer
    A. Positive Response
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 11. 

    2nd Call Script would fall under what QA Guidelines?

    • Greetings

    • Acknowledgment

    • Call Close/Transfer

    Correct Answer
    A. Greetings
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 12. 

    Providing ticket number to the caller would fall under what category?

    • Call Management

    • Documentation

    • Professional Conduct

    Correct Answer
    A. Call Management
    Explanation
    Providing ticket number to the caller would fall under the category of Call Management because it involves efficiently handling and managing incoming calls. Providing a ticket number to the caller helps in organizing and tracking the caller's issue or request. It allows for proper documentation and ensures that the caller's concern is addressed in a timely manner. This process is an essential aspect of call management as it helps in streamlining the overall call handling process and improving customer satisfaction.

    Rate this question:

  • 13. 

    How the customer is addressed in the opening of the call would fall under what QA Guidelines?

    • Greeting

    • Acknowledgment

    • Listening Basics

    Correct Answer
    A. Greeting
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 14. 

    Responding to customer situations in a manner that conveys competence and a desire to assist the customer falls under what category?

    • Acknowledgment

    • Professional Conduct

    • Positive Response

    Correct Answer
    A. Positive Response
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

  • 15. 

    Fabricating information entered into systems falls under what category?

    • Positive Response

    • Professional Conduct

    • Documentation

    Correct Answer
    A. Professional Conduct
    Explanation
    Choose the correct QA Guidelines

    Rate this question:

Quiz Review Timeline (Updated): Jan 8, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Jan 08, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 01, 2009
    Quiz Created by
    Ivy.decastro
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