Service Advisor Refresher Exam

Corporate Training

Performance Evaluation

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| By Benchlove

Benchlove

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Quizzes Created: 1 | Total Attempts: 160

| Attempts: 160 | Questions: 15

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1. 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?

B. Replace the device upon customer request

C. Create a device technical assistance SR

D. Endorse the subscriber to CRA/CMA

A. Isolate the issue to confirm a defective device

After probing the issue, the best troubleshooting step to do first is to isolate the issue. The issue may not have been with the device. There are many factors which affect client satisfaction. If the subscriber still insists a replacement, be aware that replacing the device a hundred times will not resolve the case if the issue is not with the device in the first place.

Explanation

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2. 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?

"On certain devices, LTE will show as 4G since LTE is part of the 4G cluster. This can be evident... "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."

"This may be an issue with your activation. I’ll create a report to have your account checked for LTE provisioning... "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"

"I have tried it with another Sim Card, and it still showed 4G. I’ll have your device replaced right away.... "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."

"The activation of LTE usually takes 48 hours. We apologize but please be patient with the system’s processes."

The Samsung Galaxy S6 SPE shows 4G when connected to the LTE. Conducting a speedtest is a good proof to alleviate the subscriber's doubts.

Explanation

The Samsung Galaxy S6 SPE shows 4G when connected to the LTE. Conducting a speedtest is a good proof to alleviate the subscriber's doubts.

Submit

3. 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?

“The email requires certain information which your company IT may know. If you do not know those settings, you’ll have... “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.”

“I apologize but we can only configure open emails such as Yahoo or Gmail. Internal emails have security protocols which... “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.”

“I can create a request to have our tech department remotely configure your emails for you conveniently.”

"We are not allowed to configure internal emails sir.”

Yes. There are settings there such as the domain, the server, and the username, which may only be known by their IT dept.

Explanation

Yes. There are settings there such as the domain, the server, and the username, which may only be known by their IT dept.

Submit

4. 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?

Advice subs to leave device to frontline, SMART will send device to ASP

SMART will issue seed stock

Frontline should advise subscriber to call Senco or Air21 hotline to book a repair

Use commercial stock to replace device

No, Smart will not send the device to ASP. And no, we will not replace the device outside Smart DoA policy. We should advise subs to book a repair with our Apple partners.

Explanation

No, Smart will not send the device to ASP. And no, we will not replace the device outside Smart DoA policy. We should advise subs to book a repair with our Apple partners.

Submit

5. 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?

Advise that transferring the sim to another phone is the safest reloading method

Advise to come to the store every reload for convenience

Introduce the Smartbro Dashboard

Introduce the SMS capability using the smartbrosettings domain

The best and most convenient way to top up and subscribe to our Smartbro promos is through the Smartbro Dashboard. We should advise the subscriber to utilize the dashboard as it shows the essential information and procedures without having to remove the sim, which may cause physical damage overtime.

Explanation

Submit

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 feature called Continuity, where calls from the iPhone can be made and received on another iOS device if they... 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.

A feature called Keychain, where the iPhone intelligently airdrops the calls to the iPad if they are connected via Bluetooth... 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

An iCloud feature for iOS 8.3 where Facetime calls can now be answered simultaneously across all iOS devices bearing the... An iCloud feature for iOS 8.3 where Facetime calls can now be answered simultaneously across all iOS devices bearing the same AppleId

It may be a defect which requires restoration.

iCloud Keychain keeps your Safari website usernames and passwords, credit card information, and Wi-Fi network information up to date across all of your approved devices. Facetime may be a good choice, bit it only occurs between Apple devices. Continuity links apps like phone and messaging on iOS devices together provided they are connected to the same wifi network and bears the same AppleId.

Explanation

Submit

7. Subscriber Dru forgot his pattern lock on his Samsung Galaxy S5. What would be the INITIAL action we can do for Mr. Dru?

Reset Mr. Dru’s Samsung to its factory settings

Refer Mr. Drew to Samsung ASC

Assist Mr. Dru on recovering his GMAIL password

Apologize to Mr. Dru as we can do nothing to assist.

We can assist the subscriber in many ways. First, recover his gmail password. Inputting the gmail account on these cases will bypass lockscreen security. Restoring the phone to its factory settings will have massive data loss. referring the subscriber immediately to the ASC is too inconvenient and ASC mahy charge the subscriber for software issues.

Explanation

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8. 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?

“We can hide your Wifi broadcast and not place a password”

“We can make the password longer”

“We can place 2 passwords for added security”

“You know nothing Jon Snow”

The sibscriber wanted security without sacrificing convenience. Making the password longer is not convenient. Having 2 passwords is not possible. Therefore, the best answer is hiding the SSID and not placing a password. That way, the subscriber will only have to input the SSID on his devices. Plus, people will not even notice he has WiFi.

P.S. Applaud the T.V. Easter Egg

Explanation

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9. 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?

The handset was rooted

The handset is not compatible with Lollipop 5.0

The handset encountered a software bug, which will be fixed after a few days or weeks.

The handset’s wifi chips were damaged due to the update

This is a known bug for Lollipop. It fixes itself overtime.

Explanation

This is a known bug for Lollipop. It fixes itself overtime.

Submit

10. Subscriber Allan brought his iPhone which is on recovery mode. Which would be a reason for the Service Advisor to decline restoration service?

The subscriber does not know if the FMiP has been turned on

The subscriber does not own the account

The subscriber does not remember his phone number

The subscriber does not have an AppleId

If the subscriber does not know if FMip has been turned on, we can always check on www.icloud.com/activationlock. The phone number does not validate ownership as we can look the account up through names. If the subscriber does not own the account, then we require an authorization letter from the owner. Otherwise, we may refuse assistance.

Explanation

Submit

11. 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?

Reset network settings

Restart the iPhone

Call TFG 7901

Try a different SIM Card

When trouble shooting, always do the step which will cause the least losses and will take the least amount of time. Resetting the network settings will delete the saved WiFi passwords on the iPhone. The best initial step for troubleshooting network issues is to restart the device.

Explanation

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12. 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. Advise Dr. Tirso to top-up at least P6 since we’ll need a maintaining balance to connect.

B. Create a device technical assistance SR

C. Create a Data connectivity SR

D. Try to use his Simcard on a good known device

For Smartbro Prepaid, you need not to have a maintaining balance to connect. If you have insufficient balance, you will still be able to connect if you are still subscribed to a promo or if you still have some volume allocations (Big Bytes). Otherwise, you will be redirected to the Smartbro Dashboard. The next step should be probing and isolation.

Explanation

Submit

13. 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. “Mr. Jones, the pocket wifi is signal dependent. You may try conducting the speedtest on other areas aside from your... A. “Mr. Jones, the pocket wifi is signal dependent. You may try conducting the speedtest on other areas aside from your home.”

B. “Mr. Jones, not to worry as I’ll create a report for this right away.”

C. “Mr. Jones, the users on your area may have increased, thus, increasing the output of our cellsites which in effect,... 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. “Mr. Jones, it sounds like your device may have been damaged due to wear and tear, I’ll `produce a mobile... 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.”

The subscriber complains that his data speeds diminished on the same area. Please note that, sim based connectivity does not diminish with having a lot of users on a single BTS, but the radius on that site will decrease. To compensate, the BTS will throttle the speed to cater all users equally based on actual usage.

Explanation

Submit

14. Subscriber Eddard is very frustrated on his iPhone as its voice over feature always randomly turns on. The Service Advisor recognizes the need to:

Restore the iPhone

Check the accessibility shortcuts

Refer the subscriber to ASC

Educate the subscriber on how to turn voice-over on and off

Educating the subscriber will resolve the issue. But since the issue recurs, it is best to check the accessibility shortcuts. It may have been set that triple-clicking the home button will reactivate the voice-over feature.

Explanation

Submit

15. 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 feature called Continuity, where sms from the iPhone can be made and received on another iOS device if they... 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.

The iMessage may have not been deactivated from the old iPhone.

The old iPhone may need to be removed of all old user data and start anew.

The old iPhone may still have the old phone number recognized and not the new sim. The old iPhone may... The old iPhone may still have the old phone number recognized and not the new sim. The old iPhone may need to be reactivated

Continuity may be the case, but according to the subscriber, it only happens on specific phone numbers and happens even if the handsets are not on the same wifi network. The correct cause of this is that the iMessage from the old phone has not been transferred to the new number, thus, the imessages sent to the old number will still be receive by the old phone.

Explanation

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