Agent Knowledge - Continuous Improvement

10 Questions | By VodafoneNZ | Updated: Mar 21, 2022 | Attempts: 96

Questions

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About This Quiz Your Continuous Improvement team is trying to gauge how effective the supporting information you were provided with during training has been at assisting you in learning and retaining knowledge within your first 4 weeks on the phones. This is not a test of your individual knowledge, we are more interested in the results of your group. The results will not be shared with your Team Leader and will be kept completely anonymous. Instructions Please answer all questions. Even if you're not 100% sure, pick the answer you feel is best. Thanks for participating!

Questions and Answers

1.

NO DSL In what situation would you perform a port refresh using the ESPM tool?
- A.
  
  For a customer on the Red network when DSL synch didn’t return after isolation testing.
- B.
  
  For a customer on the wholesale network when DSL synch didn’t return after isolation testing.
- C.
  
  For any type of customer, Red or wholesale, where the DSL light continues to flash after power cycling the modem.
2.

NO PPP If you don’t find any radius log attempts, what would be the next troubleshooting step?
- A.
  
  Factory reset and reconfigure the modem, but only if a Red network customer.
- B.
  
  Check if the modem settings are right and change these if required, regardless of customer type.
- C.
  
  Log a fault using B2B.
3.

NETWORK ACCESS After running an IPCONFIG, the results returned by the PC advise that ipconfig is not recognised as an internal or external command. What’s the likely cause of this result?
- A.
  
  The network adaptor on the customer’s PC is disabled or not installed correctly.
- B.
  
  The DNS addresses specified in the network settings are incorrect.
- C.
  
  The customer has misspelled IPCONFIG.
4.

BROWSER When dealing with Internet Explorer, in what order would you execute the following steps?
- A.
  
  Clear temporary files, cookies and cache > Disable proxy > Untick ‘never dial a connection’
- B.
  
  Disable proxy > Untick ‘never dial a connection’ > Clear temporary files, cookies and cache
- C.
  
  Untick ‘never dial a connection’ > Disable proxy > Clear temporary files, cookies and cache
5.

WIRELESS A customer is connected to their WiFi network but isn’t getting any data transfer. You have deleted and reconfigured their network profile on the PC but this didn’t resolve the issue. What would you do next?
- A.
  
  Try resetting the TCP/IP stack by running the NETSH WINSOCK command
- B.
  
  See if you can ping the modem while checking for a DNS resolution issue.
- C.
  
  Escalate to FTE.
6.

DISCONNECTIONS Troubleshooting an issue for a naked DSL customer you can see multiple disconnections in the radius logs. You know that the next step is to go straight to performing an isolation test rather than check for line noise first. Why is this?
- A.
  
  Naked DSL circuits have special filters installed at the customer’s premises that suppress line noise. Isolation testing is the only way to establish whether something is causing inaudible interference.
- B.
  
  Naked DSL circuits do not have an associated voice service so won't have audible noise on the line.
- C.
  
  Going straight to an isolation test is not the right thing to do. This is a trick question.
7.

PHONE A customer has dial tone but is having problems receiving and making calls? What’s the first thing you should check?
- A.
  
  Whether the port was reset recently.
- B.
  
  Whether there’s any line noise.
- C.
  
  Whether the customer has call restrictions in place.
8.

EMAIL You have identified that a customer having problems sending and receiving emails can overcome this problem by disabling their antivirus or firewall software. At this stage, what should you advise the customer?
- A.
  
  Contact the software vendor/manufacturer for support.
- B.
  
  Completely uninstall their antivirus or firewall software.
- C.
  
  Advise the customer to use webmail.
9.

DIALUP With the modem and the phone both plugged into the phone line during troubleshooting, you ask the customer to try and connect. What are you testing for?
- A.
  
  You are listening to whether the modem can establish a connection.
- B.
  
  You are listening to whether the modem picks up the line.
- C.
  
  You are listening for any audible noise on the line while the modem tries to establish a connection.
10.

About This Quiz: Your Continuous Improvement team is trying to gauge how much you already know when it comes to Mobile DATA enquiries from the Customer. This is not a test of your individual knowledge, we are more interested in the results of your group on how frontline is currently handling Mobile DATA enquiries. The results will not be shared with your Team Leader and will be kept completely anonymous. Instructions- Please answer all questions. Even if you're not 100% sure, pick the answer you feel is best. Thanks for participating!
- A.
  
  1) What system/s do you currently use on you call to explain MOBILE DATA Usage to the Customer?
- B.
  
  2) What
- C.
  
  3) Which
- D.
  
  4) How
- E.
  
  5) When