Service Advisor Refresher Exam
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We will be having these exams every month. This will bear weight on your KPI. These questions might be tough. Cheat if you must, I'll always find out. These are based on our everyday transactions submitted to us over the months. Seriously, don't cheat. Don't worry, only the support team will know the answers. Have fun!
- 1.Dr. Tirso comes into store complaining about zero connectivity on his Smartbro prepaid pocket wifi. According to the CSP, Dr. Tirso is subscribed to LTE 995 yesterday but it has never worked since he subscribe. Also, he has zero balance left on his account. What would be the next step for handling the concern?
- A.
A. Advise Dr. Tirso to top-up at least P6 since we’ll need a maintaining balance to connect.
- B.
B. Create a device technical assistance SR
- C.
C. Create a Data connectivity SR
- D.
D. Try to use his Simcard on a good known device
- 2.Postpaid subscriber Eddieboy applied for Turbo Plan LTE full volume yesterday. Today, he complains that the device is defective and is insisting that it’d be replaced. What would be the best thing to do?
- A.
B. Replace the device upon customer request
- B.
C. Create a device technical assistance SR
- C.
D. Endorse the subscriber to CRA/CMA
- D.
A. Isolate the issue to confirm a defective device
- 3.Postpaid subscriber Aldwin Jones has been a long time prepaid subscriber of Smartbro. He comes to store complaining that his pocket wifi now speeds 2mbps, a lot slower than the 7mbps he had before on his home. What would be the best explanation for Mr. Jones’ dilemma?
- A.
A. “Mr. Jones, the pocket wifi is signal dependent. You may try conducting the speedtest on other areas aside from your home.”
- B.
B. “Mr. Jones, not to worry as I’ll create a report for this right away.”
- C.
C. “Mr. Jones, the users on your area may have increased, thus, increasing the output of our cellsites which in effect, may decrease data speeds.”
- D.
D. “Mr. Jones, it sounds like your device may have been damaged due to wear and tear, I’ll `produce a mobile certificate right away.”
- 4.Prepaid Smartbro subscriber Basty Artadi is very frustrated on how his Smartbro prepaid simcard gets damaged when he reloads because he has to reinsert the sim to another phone. How can you help Mr. Artadi?
- A.
Advise that transferring the sim to another phone is the safest reloading method
- B.
Advise to come to the store every reload for convenience
- C.
Introduce the Smartbro Dashboard
- D.
Introduce the SMS capability using the smartbrosettings domain
- 5.Subscriber Jon Snow knows nothing. He wants his newly bought pocket wifi to be as secure as possible without having much hassle. What would you tell Mr. Snow?
- A.
“We can hide your Wifi broadcast and not place a password”
- B.
“We can make the password longer”
- C.
“We can place 2 passwords for added security”
- D.
“You know nothing Jon Snow”
- 6.Subscriber Andrew asked regarding his iOS devices. He inquires why his iPad rings when someone calls him on his phone on his home. The Service Advisor recognizes this as:
- A.
A feature called Continuity, where calls from the iPhone can be made and received on another iOS device if they have the same AppleId and wifi network.
- B.
A feature called Keychain, where the iPhone intelligently airdrops the calls to the iPad if they are connected via Bluetooth or wifi-direct and having the same AppleId
- C.
An iCloud feature for iOS 8.3 where Facetime calls can now be answered simultaneously across all iOS devices bearing the same AppleId
- D.
It may be a defect which requires restoration.
- 7.Subscriber Andrew also inquires why his messages also get received on his old iPhone which he gave to his wife from specific phone numbers all the time. The Service Advisor recognizes this as:
- A.
A feature called Continuity, where sms from the iPhone can be made and received on another iOS device if they have the same AppleId and with data connection.
- B.
The iMessage may have not been deactivated from the old iPhone.
- C.
The old iPhone may need to be removed of all old user data and start anew.
- D.
The old iPhone may still have the old phone number recognized and not the new sim. The old iPhone may need to be reactivated
- 8.Subscriber Allan brought his iPhone which is on recovery mode. Which would be a reason for the Service Advisor to decline restoration service?
- A.
The subscriber does not know if the FMiP has been turned on
- B.
The subscriber does not own the account
- C.
The subscriber does not remember his phone number
- D.
The subscriber does not have an AppleId
- 9.Subscriber Eddard is very frustrated on his iPhone as its voice over feature always randomly turns on. The Service Advisor recognizes the need to:
- A.
Restore the iPhone
- B.
Check the accessibility shortcuts
- C.
Refer the subscriber to ASC
- D.
Educate the subscriber on how to turn voice-over on and off
- 10.Ms. Caitlyn has been with Smart for 10 years and this has been her first complaint since. After her trip from Batanes, she lost her iPhone 6’s data connectivity. Which would be the FIRST thing that the Service Advisor should do?
- A.
Reset network settings
- B.
Restart the iPhone
- C.
Call TFG 7901
- D.
Try a different SIM Card
- 11.Mr. Renato availed a Samsung Galaxy S6 under plan 999. The following day, Mr. Renato insisted to have his device replaced because it was not garnering LTE, thus, defective. On the first look, the device only showed 4G. What would be the BEST response?
- A.
"On certain devices, LTE will show as 4G since LTE is part of the 4G cluster. This can be evident by conducting a speedtest, it’ll show speeds above 12mbps if we have a healthy LTE signal."
- B.
"This may be an issue with your activation. I’ll create a report to have your account checked for LTE provisioning since 4G is only HSPA+ with speeds up to 12mbps"
- C.
"I have tried it with another Sim Card, and it still showed 4G. I’ll have your device replaced right away. We sincerely apologize for the inconveniences."
- D.
"The activation of LTE usually takes 48 hours. We apologize but please be patient with the system’s processes."
- 12.Subscriber’s iPad has a confirmed hardware defect. There are no ASP’s in the area. What’s the next step to avail Apple’s limited warranty?
- A.
Advice subs to leave device to frontline, SMART will send device to ASP
- B.
SMART will issue seed stock
- C.
Frontline should advise subscriber to call Senco or Air21 hotline to book a repair
- D.
Use commercial stock to replace device
- 13.Subscriber Junathan has a SPE Samsung Galaxy Note 3. After upgrading to Android 5.0, Sir Junathan’s Note 3’s Wifi switch greyed out. What would be the best explanation for this?
- A.
The handset was rooted
- B.
The handset is not compatible with Lollipop 5.0
- C.
The handset encountered a software bug, which will be fixed after a few days or weeks.
- D.
The handset’s wifi chips were damaged due to the update
- 14.Dr. Elias availed a Samsung Galaxy Edge solely for emails. He wants his St. Luke’s internal email to be configured on his phone. What would be the BEST approach?
- A.
“The email requires certain information which your company IT may know. If you do not know those settings, you’ll have to call your IT department.”
- B.
“I apologize but we can only configure open emails such as Yahoo or Gmail. Internal emails have security protocols which make them manageable only thru a computer or a laptop.”
- C.
“I can create a request to have our tech department remotely configure your emails for you conveniently.”
- D.
"We are not allowed to configure internal emails sir.”
- 15.Subscriber Dru forgot his pattern lock on his Samsung Galaxy S5. What would be the INITIAL action we can do for Mr. Dru?
- A.
Reset Mr. Dru’s Samsung to its factory settings
- B.
Refer Mr. Drew to Samsung ASC
- C.
Assist Mr. Dru on recovering his GMAIL password
- D.
Apologize to Mr. Dru as we can do nothing to assist.
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