How Well Do You Know Knowledge Base?

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  • 1/13 Questions

    Fill in the blank:  To transfer contacts from an old phone to a Dorophone, take sim card out of old phone and put into Dorophone. (618) Menu > Phonebook > Highlight 1st Contact > _____________ > Copy All > To/From > Yes

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About This Quiz

This quiz tests knowledge of the Knowledge Base, focusing on practical skills like international calling rates, transferring contacts, and updating phone settings. It's designed for learners aiming to improve their tech support proficiency.

How Well Do You Know Knowledge Base? - Quiz

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  • 2. 

    Fill in the blank: Q: What are the steps a customer would take to update the time change on a Huawei 8652? A: Menu > Settings > Date & Time > _____________

    Explanation
    To update the time change on a Huawei 8652, the customer would go to Menu, then Settings, then Date & Time. In the Date & Time settings, the customer would need to check the option for automatic time update.

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  • 3. 

    It's Spring again and last night was the time change. A customer calls in for assistance updating the time on their phone. First, you have the customer powercycle the phone. The time is still incorrect. What is the name of the article in the KB where you can find the steps on what to do next?

    • Time change

    • Auto-Update Time and Date

    • Auto-Updating

    • Changing seasons

    Correct Answer
    A. Auto-Update Time and Date
    Explanation
    The correct answer is "Auto-Update Time and Date". This article in the KB provides the steps on what to do next after powercycling the phone to update the time.

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  • 4. 

    If you wanted to call Dublin Ireland, what would you search in the KB for the international rate?

    • Look up "International Charges" and click "International Charges"

    • This answer is not in the KB

    • Look up "International Charges" and click "International Calling Rates"

    • Look up "International" and select "International Calls"

    Correct Answer
    A. Look up "International Charges" and click "International Calling Rates"
    Explanation
    The correct answer is to look up "International Charges" and click "International Calling Rates" because it suggests that the information about the international rates for calling Dublin, Ireland can be found under the section titled "International Charges" in the knowledge base. By clicking on "International Calling Rates" within that section, the user can access the specific information they need.

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  • 5. 

    Which article in the KB would you look up if you need assistance transferring contacts from an old phone to a DoroPhone?

    • Contact storage location

    • Enter contacts

    • Transfer contacts using bluetooth

    • Copy Contacts - Transfer Contacts

    • Transfer contacts from old phone

    Correct Answer
    A. Copy Contacts - Transfer Contacts
    Explanation
    The correct answer is "Copy Contacts - Transfer Contacts". This article would provide guidance and instructions on how to transfer contacts from an old phone to a DoroPhone. It would likely include step-by-step instructions, tips, and troubleshooting information to ensure a successful transfer of contacts.

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  • 6. 

    How many days will a voicemail be saved before being auto deleted?

    • 30 days

    • 14 days

    • 7 days

    • Never

    Correct Answer
    A. 30 days
    Explanation
    A voicemail will be saved for 30 days before being automatically deleted. This means that if someone leaves a voicemail, it will remain in the system for a month before being permanently deleted. This allows the recipient enough time to listen to and retrieve any important information from the voicemail before it is removed from the system.

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  • 7. 

    How many lines of service can one customer have on a Consumer Cellular account?  *Check all true statements:

    • Auto-pay required customers can have up to 5 lines

    • Customers that aren't auto-pay required can have up to 5 lines

    • Auto-pay customers can have up to 3 lines.

    • Customers that aren't auto-pay required can have up to 4 lines.

    Correct Answer(s)
    A. Customers that aren't auto-pay required can have up to 5 lines
    A. Auto-pay customers can have up to 3 lines.
  • 8. 

    Who can cancel an account on Consumer Cellular? (After they have been fully verified) Check all which apply:

    • Account holders

    • Authorized users

    • Unauthorized users

    Correct Answer(s)
    A. Account holders
    A. Authorized users
    A. Unauthorized users
    Explanation
    Account holders, authorized users, and unauthorized users can all cancel an account on Consumer Cellular. Account holders have the primary authority to cancel their own account, as they are the main owners of the account. Authorized users, who are individuals granted access to the account by the account holder, also have the ability to cancel the account. Even unauthorized users, who may have gained access to the account without permission, have the potential to cancel the account. Therefore, all three categories mentioned in the answer have the capability to cancel an account on Consumer Cellular.

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  • 9. 

    What do you do if a number was supposed to be ported, but still shows active, and the customer has been billed for this line? Please select the step below that is NOT required:

    • Review past invoices

    • Cancel the account

    • Verify there's no usage

    • Submit an action request to backdate cancellation

    Correct Answer
    A. Cancel the account
    Explanation
    Lookup KB article " Action Requests sent to Billing for information about sending Action Requests

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  • 10. 

    How much would it cost to call Dublin Ireland?

    • 3¢

    • 4¢

    • 5¢

    • 6¢

    Correct Answer
    A. 6¢
    Explanation
    The cost to call Dublin Ireland is 6¢.

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  • 11. 

    According to the KB, what is the 2nd step to take when a customer says their screen is blank?

    • Connect the phone to a charger, does it indicate that it is charging?

    • Remove and replace the battery, did the screen light up?

    • Powercycle the device, did the screen light up?

    • Connect the charger to a different outlet, does it indicate that it is charging?

    Correct Answer
    A. Powercycle the device, did the screen light up?
    Explanation
    The second step to take when a customer says their screen is blank is to powercycle the device and check if the screen lights up.

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  • 12. 

    What is the last step you must take before calling 4069 for a warranty repair? 

    • Is the phone in airplane mode?

    • Has the phone been physically damaged?

    • Complete a master reset

    • Check if the phone is a Nokia

    Correct Answer
    A. Check if the phone is a Nokia
    Explanation
    Before calling 4069 for a warranty repair, the last step you must take is to check if the phone is a Nokia. This is important because the warranty repair service may only be applicable to Nokia phones. By verifying the brand of the phone, you can ensure that you are eligible for the warranty repair and avoid any unnecessary calls or confusion.

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  • 13. 

    When a line has been suspended for non-payment, what can a rep do to reinstate the customer? Check all which are true:

    • Check account to see if there is an indicator that says "Account is eligible for reinstatement" under the message area.

    • Take a good faith partial payment

    • The indicator will only display for 48 hours after the account was suspended

    • Select the payment arrangement link and follow the prompts

    Correct Answer(s)
    A. Check account to see if there is an indicator that says "Account is eligible for reinstatement" under the message area.
    A. The indicator will only display for 48 hours after the account was suspended
    A. Select the payment arrangement link and follow the prompts
    Explanation
    Resource: Look up "Blank Screen Troubleshooting Guide" in the KB

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

  • Current Version
  • Feb 27, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • May 16, 2014
    Quiz Created by
    Admin2014
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