Service Advisor Exam - Service Request

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Service Advisor Exam - Service Request - Quiz


This exam is about service requests. Please note that ll answers are based on the service advisor job role ONLY, meaning this is only limited to connectivity concerns, unreceived billing statements, and other complaints other than DISPUTES.
10 questions
8 minutes
Good luck!


Questions and Answers
  • 1. 

    Subscriber Mark Marcos angrily states: "My line got disconnected again! I cannot make calls nor texts, I cannot even connect to the internet! All the wireless centers are distant from where I always am! Is there anywhere else where I can pay my bills?!" The Service Advisor identifies the Mr. Marcos' voice as a/an:

    • A.

      Inquiry

    • B.

      Complaint

    • C.

      Request

    • D.

      Internal

    Correct Answer
    A. Inquiry
    Explanation
    The subscriber simply asks where can he pay his bills other than through wireless centers. The proper SR tag should be Inquire-Customer Service - Channels - Customer channels

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  • 2. 

    Subscriber Jasper angrily states: "My line got disconnected again! I cannot make calls nor texts, I cannot even connect to the internet! I have not received my bills! All the wireless centers are distant from where I always am! Is there anywhere else where I can pay my bills?! I'm very frustrated whenever I get redirected!" With these concerns, thee Service Advisor should tag which service requests? (Select all that applies)

    • A.

      Data connectivity

    • B.

      SMS Connectivity

    • C.

      Unreceived Billing Statement

    • D.

      Payment channels

    • E.

      Lift and exempt

    Correct Answer(s)
    C. Unreceived Billing Statement
    D. Payment channels
    Explanation
    The subscriber's complaint about not receiving their bills indicates a concern with the unreceived billing statement. Additionally, the subscriber's frustration with having to go to distant wireless centers suggests a need for alternative payment channels. Therefore, the Service Advisor should tag the service requests for Unreceived Billing Statement and Payment channels.

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  • 3. 

    Dr. Santiago complains on having difficulties on connecting to data. She states that she never has LTE but she is on an LTE plan. The Service Advisor troubleshoots the device and concludes that Sr. Santiago's concern requires escalation. The Service Advisor should create which SR?

    • A.

      Data connectivity

    • B.

      Device technical Assistance

    • C.

      Features and Configuration

    • D.

      LTE no_connectivity

    Correct Answer
    A. Data connectivity
    Explanation
    Based on the given information, Dr. Santiago is facing difficulties connecting to data despite being on an LTE plan. The Service Advisor troubleshoots the device and determines that the issue requires further attention or escalation. Therefore, the appropriate service request (SR) that the Service Advisor should create in this case is "Data connectivity" as it directly relates to the problem of Dr. Santiago not being able to connect to data.

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  • 4. 

    Mr. Alejandro avails a Smartbro pocket wifi Bigbytes plan 999 a month ago. He claims that he was not able to use his wifi since December 25th. The Service Advisor troubleshoots the device and concludes that Mr. Alejandro's concern requires escalation. The Service Advisor should create which SR?

    • A.

      Data connectivity

    • B.

      Device technical Assistance

    • C.

      Features and Configuration

    • D.

      Volume Consumption

    Correct Answer
    B. Device technical Assistance
    Explanation
    Based on the information provided, Mr. Alejandro claims that he was not able to use his wifi since December 25th. The Service Advisor troubleshoots the device and concludes that his concern requires escalation. This suggests that the issue is related to the device itself rather than any other aspect such as data connectivity, features and configuration, or volume consumption. Therefore, the Service Advisor should create a Device Technical Assistance service request to address Mr. Alejandro's concern with his pocket wifi.

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  • 5. 

    Subscriber Lorie availed a Smartbro Pocketwifi at Bigbytes Plan 799 last August. Last November 27th, She was at shock when she was unable to use her data. She gets redirected to the dashboard. Upon checking, she already depleted her allocation via Smartbro Dashboard. Is there any way to validate the consumption more accurately?

    • A.

      Yes, you may create a 'Volume Consumption' SR

    • B.

      Yes, you may check the device settings for the logs.

    • C.

      Yes, it can be found on the dashboard.

    • D.

      No, there is no way to check for the actual usage for Smartbro

    Correct Answer
    A. Yes, you may create a 'Volume Consumption' SR
    Explanation
    You may create the service request Inquiry-customer information-subscription and account - volume consumption to accurately view day-to-day volume consumption. The logs on the device settings may be resetted thus making the data inaccurate. The Smartbro dashboard, however, will only display how much data is available.

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  • 6. 

    Subscriber Kevin visits the Smart Store to inquiry about his handset not being able to connect to a call. An error message saying "All lines are busy now" persists even after device troubleshooting. The Service Advisor knows that the case should be escalated by the Service Request:

    • A.

      Call Connectivity

    • B.

      Call Quality

    • C.

      Data Connectivity

    • D.

      Direct to Switch

    Correct Answer
    A. Call Connectivity
    Explanation
    The correct answer is Call Connectivity. This is because the subscriber is experiencing an issue with their handset not being able to connect to a call. The error message "All lines are busy now" indicates a problem with the call connectivity. Therefore, the Service Advisor knows that the case should be escalated under the Call Connectivity category.

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  • 7. 

    Atty. Delacruz visits the Smart Store to complain on his device. He cannot send any messages to 7577 for his flexibundles. The Service Advisor found out that the issue is with the premium SMS sending permissions, hence, the issue has been resolved. After the transaction, the Service Advisor should tag which of the following service request?

    • A.

      Features and Configuration

    • B.

      SMS Connectivity

    • C.

      Direct to Switch

    • D.

      Feature mechanics and rates

    Correct Answer
    A. Features and Configuration
    Explanation
    The issue is with the device and has been resolved. Therefore, the Service Advisor must tag the SR 'Features and Configuration'.

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  • 8. 

    Mr. Parks, an iPhone enthusiast, has issues with his iPhone. The device's screen has dead pixels on it. After troubleshooting, the Service Advisor identifies a hardware issue and issues a mobile certificate as per warranty protocol. The Service Advisor should tag which SR?

    • A.

      Features and Configuration

    • B.

      Device Replacement

    • C.

      Defective Device

    • D.

      No SRs should be tagged since the issue is now handled by Apple Inc.

    Correct Answer
    A. Features and Configuration
    Explanation
    Even if the issue has been endorsed to Apple Inc., the device issue has been partially resolved. Thus, the Service Advisor should tag the 'Features and Configuration' SR.

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  • 9. 

    Subscriber Angelica is having issues with her Smart Prepaid account. She was unable to reload any of her 3 loadcards. Upon troubleshooting, the Service Advisor identifies that the issue needs escalation. Which of these service requests shouth the Service Advisor use?

    • A.

      Inquiry - Products and Services- Offers- Reloading

    • B.

      Complain- Products and Services - Value added services - reloading

    • C.

      Complain - Service Accessory - Load Cards - Load card validity

    • D.

      Complain- Products and Services- Offers - Features Mechanics and Rates

    Correct Answer
    B. Complain- Products and Services - Value added services - reloading
    Explanation
    The correct answer is "Complain- Products and Services - Value added services - reloading" because the subscriber is having issues with reloading her loadcards, which falls under the category of value added services. By selecting this service request, the Service Advisor can address the specific issue and provide a solution or escalate it further if necessary.

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  • 10. 

    Subscriber Shirley states "I subscribe to your VAS sachets, but it seems that it isn't working. I just wasted my money for the registration I was not able to use." Which escalation should the Service Advisor do, if any?

    • A.

      None of these

    • B.

      VAS GPRS connectivity

    • C.

      Dispute on billed package

    • D.

      Credit dispute on package

    Correct Answer
    A. None of these
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