Ftt Troubleshooting Tool Quiz Questions

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| By Xtnq_tjay
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Xtnq_tjay
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Quizzes Created: 9 | Total Attempts: 2,695
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  • 1/26 Questions

    When progressing through the steps in the Troubleshooting section, agents cannot review previous steps.

    • True
    • False
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About This Quiz


Troubleshooting is a way of identifying or diagnosing of a computer and lets you know what is wrong with your computer. There are different troubleshooting tools and the quiz below enlightens you more on the Ftt troubleshooting tool.

Ftt Troubleshooting Tool Quiz Questions - Quiz

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  • 2. 

    Which of the following tools is a custom-tabbed web browser that allows agents to quickly access AT&T tools and information systems?

    • Support Center

    • SOEG

    • Remote Control

    • AMAM

    Correct Answer
    A. Support Center
    Explanation
    Support Center is the correct answer because it is a custom-tabbed web browser that provides agents with quick access to AT&T tools and information systems. This tool allows agents to efficiently navigate through various resources and applications, enhancing their productivity and ability to assist customers effectively.

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  • 3. 

    Which of the following is NOT performed using aMAM?

    • Issue replacement CPE.

    • Suspend or reactivate a sub-account.

    • Change customer's offline security question and answer.

    • Reset customer's password.

    Correct Answer
    A. Issue replacement CPE.
    Explanation
    A MAM (Mobile Application Management) is a software that helps in managing and securing mobile applications in an organization. It is used for tasks such as suspending or reactivating sub-accounts, changing customer's offline security question and answer, and resetting customer's passwords. However, issuing replacement CPE (Customer Premises Equipment) is not performed using a MAM. CPE refers to the equipment provided by a service provider to the customer's premises for accessing their services, such as routers or modems. This task would typically be handled by the service provider directly, rather than through a mobile application management system.

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  • 4. 

    Some troubleshooting steps automatically rerun the Dashboard tests.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Some troubleshooting steps automatically rerun the Dashboard tests. This means that when these steps are performed, the system will automatically rerun the tests on the Dashboard. Therefore, the correct answer is True.

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  • 5. 

    What should an agent do if all Dashboard tests run successfully on a retest, but the customer's issue is not resolved?

    • Continue to use FTT and follow the troubleshooting flows using the "All Green" scenario.

    • Close the FTT session and close the ticket.

    • Escalate to BBCCA.

    • None of items listed.

    Correct Answer
    A. Continue to use FTT and follow the troubleshooting flows using the "All Green" scenario.
    Explanation
    If all Dashboard tests run successfully on a retest but the customer's issue is not resolved, the agent should continue to use FTT (First Time Troubleshooting) and follow the troubleshooting flows using the "All Green" scenario. This means that even though the tests show no issues, the agent should still explore other troubleshooting options to try and resolve the customer's problem. Closing the FTT session and ticket or escalating to BBCCA are not appropriate actions in this situation.

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  • 6. 

    When should agents NOT offer additional products and services to the customer using the P2R process?

    • When they did NOT resolve the customer's initial request.

    • When customer is delighted by our efficient customer service.

    • When customer's initial request is resolved.

    • None of items listed.

    Correct Answer
    A. When they did NOT resolve the customer's initial request.
    Explanation
    Agents should not offer additional products and services to the customer using the P2R process when they did not resolve the customer's initial request. This means that if the agent has not successfully addressed the customer's initial concern or issue, it would not be appropriate to try and upsell or offer additional products or services. The focus should be on resolving the customer's initial request before attempting to offer any additional offerings.

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  • 7. 

    Which of the following tools is a web-enabled application that agents use to check a customers' provisioning status?

    • SOEG

    • Remote Control

    • CPE Enabler

    • AMAM

    Correct Answer
    A. SOEG
    Explanation
    SOEG is the correct answer because it is a web-enabled application that agents can use to check a customer's provisioning status. This tool allows agents to easily access and monitor the status of customer provisioning, ensuring that the necessary services and features are activated for the customer. By using SOEG, agents can efficiently track the progress of provisioning requests and provide timely updates to customers regarding their service activation.

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  • 8. 

    The AT&T Remote Control tool does which of the following?

    • Helps customers who are connected to the Internet at the time of the call.

    • Helps customers who do not yet have access to the Internet.

    • Helps customers decide which AT&T services they need.

    • Helps customers create an AT&T Yahoo! account.

    Correct Answer
    A. Helps customers who are connected to the Internet at the time of the call.
    Explanation
    The AT&T Remote Control tool helps customers who are connected to the Internet at the time of the call. This implies that the tool is designed to provide assistance or support to customers who have an active Internet connection. It is likely that the tool allows AT&T representatives to remotely access and control the customer's device or troubleshoot any issues they may be facing. This feature would be particularly useful for resolving technical problems or providing step-by-step guidance to customers in real-time.

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  • 9. 

    Which tool can an agent use to issue a replacement for a customer's defective CPE?

    • CPE Enabler

    • AMAM

    • Remote Control

    • SOEG

    Correct Answer
    A. CPE Enabler
    Explanation
    An agent can use the CPE Enabler tool to issue a replacement for a customer's defective CPE. The CPE Enabler tool is specifically designed for managing and troubleshooting customer premises equipment (CPE), which includes devices like modems, routers, and set-top boxes. This tool enables agents to remotely diagnose and resolve issues with CPE, including issuing replacements for defective devices. It provides a centralized platform for agents to efficiently handle CPE-related tasks and ensure customer satisfaction.

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  • 10. 

    Which of the following is true of multiple FTT sessions?

    • FTT allows only one active troubleshooting session.

    • FTT suspends the first session when a new session is opened.

    • FTT allows up to three simultaneous sessions at one time.

    • None of items listed.

    Correct Answer
    A. FTT allows only one active troubleshooting session.
    Explanation
    FTT stands for "Fast Track Troubleshooting," and according to the given answer, it allows only one active troubleshooting session. This means that users can only have one session open at a time to troubleshoot any issues. If they try to open a new session while one is already active, it will not be allowed. Therefore, the correct answer states that FTT does not allow multiple simultaneous sessions for troubleshooting purposes.

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  • 11. 

    When FTT detects a database mismatch, the Troubleshooting section displays a link to which of the following tools to correct the mismatch?

    • Unisync

    • AMAM

    • Remote Control

    • SOEG

    Correct Answer
    A. Unisync
    Explanation
    When FTT detects a database mismatch, the Troubleshooting section displays a link to Unisync to correct the mismatch. Unisync is a tool that helps in synchronizing databases and resolving any inconsistencies or discrepancies between them. By clicking on the link, users can access Unisync and use its functionalities to identify and rectify the database mismatch, ensuring data integrity and accuracy.

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  • 12. 

    Which of the following is NOT true of the FastAccess Troubleshooting Tool (FTT)?

    • Requires agents manually input summary notes into Siebel.

    • Uses troubleshooting flows that are identical to the Connectivity Issues process flow.

    • Performs tests to determine actual state of the customer's service.

    • Is required for all connectivity issues.

    Correct Answer
    A. Requires agents manually input summary notes into Siebel.
    Explanation
    The FastAccess Troubleshooting Tool (FTT) does not require agents to manually input summary notes into Siebel.

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  • 13. 

    Which of the following test result indicators from the Dashboard tab is correctly matched with its description?

    • Green Check Mark - The test passed.

    • Black Question Mark (?) - The test had a failed outcome.

    • Red X - The test could not run.

    • All items listed.

    Correct Answer
    A. Green Check Mark - The test passed.
    Explanation
    The green check mark on the Dashboard tab indicates that the test has passed. This means that the test has been executed successfully and all the expected outcomes have been met.

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  • 14. 

    If all Dashboard tests run successfully, agents must close FTT and continue to troubleshoot manually.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    If all Dashboard tests run successfully, agents do not need to close FTT and continue to troubleshoot manually. This means that if the tests are successful, the agents can rely on the results provided by the Dashboard and do not need to perform any additional troubleshooting steps. Therefore, the correct answer is False.

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  • 15. 

    Before using the Yahoo! Account Management Tool (AMT), agents must ensure customer is using which of the following?

    • Yahoo! Portal

    • SBC Portal

    • AT&T Portal

    • None of items listed

    Correct Answer
    A. Yahoo! Portal
    Explanation
    Agents must ensure that the customer is using the Yahoo! Portal before using the Yahoo! Account Management Tool (AMT). This indicates that the AMT is specifically designed to work with the Yahoo! Portal and may not be compatible with other portals such as SBC Portal or AT&T Portal. Therefore, the correct answer is Yahoo! Portal.

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  • 16. 

    Which of the following is true of sub-accounts?

    • There can be a maximum of 10 active sub-accounts and a maximum total of 20 suspended and active per customer.

    • Sub-accounts use the same Password, Passcode, and Online and Offline Security Questions and Answers as the main account.

    • There is a period of up to 180 days before sub-accounts are deleted.

    • All items listed.

    Correct Answer
    A. There can be a maximum of 10 active sub-accounts and a maximum total of 20 suspended and active per customer.
    Explanation
    Sub-accounts have a limit of 10 active sub-accounts per customer, and there can be a maximum total of 20 suspended and active sub-accounts per customer. This means that a customer can have up to 10 sub-accounts that are currently active, and a combination of suspended and active sub-accounts cannot exceed 20. This ensures that there is a limit to the number of sub-accounts a customer can have, both in terms of active and total accounts.

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  • 17. 

    FTT validates all Account Status checks EXCEPT for which of the following?

    • Current Billing Information

    • Existing Ticket with BICS or BBCCA

    • Pending Order

    • Abuse

    Correct Answer
    A. Current Billing Information
    Explanation
    FTT (Fraud Transaction Tracker) is a system that validates various checks related to the account status. The given answer, "Current Billing Information," is the exception to the checks performed by FTT. This means that FTT validates all other checks such as existing tickets with BICS or BBCCA, pending orders, and abuse, but it does not validate the current billing information.

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  • 18. 

    Agents can assist customer's in changing their Online Security Questions and Answers.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Agents cannot assist customers in changing their Online Security Questions and Answers. This task is usually done by the customers themselves through their online accounts or by following the instructions provided by the company. Agents may be able to provide guidance or support in case customers encounter any issues or difficulties while changing their security questions, but they cannot directly make changes on behalf of the customers.

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  • 19. 

    What does the message "INF_NO_ACTION_TAKEN(903) mean?

    • Unisync did not perform a sync because the databases in question are already in sync.

    • An error with one of the databases, a communication failure, or an unusual data problem has occurred.

    • The system is currently unavailable. Please try again later.

    • None of items listed.

    Correct Answer
    A. Unisync did not perform a sync because the databases in question are already in sync.
    Explanation
    The message "INF_NO_ACTION_TAKEN(903)" means that Unisync did not perform a sync because the databases in question are already in sync. This indicates that there was no need for synchronization as the databases were already up to date and consistent with each other.

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  • 20. 

    Which of the following is a way to close an FTT session?

    • All items listed.

    • Click the Close button.

    • Click the Finish button.

    • Click the x button.

    Correct Answer
    A. All items listed.
    Explanation
    The correct answer is "All items listed." This means that there are multiple ways to close an FTT session, and all of the options provided (Click the Close button, Click the Finish button, Click the x button) are valid methods to do so.

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  • 21. 

    Which SOEG Request Status indicates that the order has been received and is being worked?

    • Processed

    • Pending Facilities

    • Complete

    • Work in Progress

    Correct Answer
    A. Processed
    Explanation
    The correct answer is "Processed." This status indicates that the order has been received and is being worked on. It suggests that the necessary steps have been taken to initiate the order and it is currently being processed.

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  • 22. 

    When running Unisync, which of the following actions should NOT be performed?

    • Select an eligible domain from the drop-down menu.

    • Click the Submit button when all required fields are complete.

    • Select the systems that FTT has directed to sync.

    • Type the User ID and Domain.

    Correct Answer
    A. Select an eligible domain from the drop-down menu.
    Explanation
    Selecting an eligible domain from the drop-down menu should not be performed when running Unisync.

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  • 23. 

    Which of the following do agents use to troubleshoot slow-speed issues?

    • FTT process flows

    • Speed.fastaccess.com

    • Speed Test

    • None of items listed

    Correct Answer
    A. FTT process flows
    Explanation
    Agents use FTT process flows to troubleshoot slow-speed issues. This process helps them identify the various steps involved in the data transfer and pinpoint any potential bottlenecks or issues that may be causing the slow speed. By analyzing the FTT process flows, agents can determine the specific area or component that needs attention or improvement to resolve the slow-speed problem.

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  • 24. 

    Which of the following is NOT a section of the main FTT display window?

    • Network Services

    • Testing Information

    • Customer Information

    • Troubleshooting

    Correct Answer
    A. Network Services
    Explanation
    The main FTT display window consists of various sections that provide information and tools for different purposes. Network Services is not one of these sections. The other options, Testing Information, Customer Information, and Troubleshooting, are all sections that can be found in the main FTT display window.

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  • 25. 

    Which of the following is NOT true of troubleshooting wireless settings with FTT?

    • FTT cannot be used to troubleshoot wireless settings.

    • FTT Generate Key button is used to auto-generate a key.

    • FTT communicates with the modem to change the WEP key.

    • FTT displays an error message if an invalid WEP Key is entered.

    Correct Answer
    A. FTT cannot be used to troubleshoot wireless settings.
    Explanation
    FTT, which stands for "Fast Track Troubleshooter," is a tool that can be used to troubleshoot wireless settings. It is not true that FTT cannot be used for this purpose. The other statements are all true about FTT: the Generate Key button is used to auto-generate a key, FTT communicates with the modem to change the WEP key, and it displays an error message if an invalid WEP key is entered.

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  • 26. 

    Which tab in the Testing Information section records all data displayed during a troubleshooting session?

    • History

    • Dashboard

    • Test Results

    • Data

    Correct Answer
    A. History
    Explanation
    The History tab in the Testing Information section records all data displayed during a troubleshooting session. It keeps a log of all the information and actions taken during the session, allowing users to review and analyze the data later. This can be helpful in identifying patterns, tracking progress, and making informed decisions based on the recorded information.

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Quiz Review Timeline (Updated): Feb 5, 2024 +

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

  • Current Version
  • Feb 05, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 15, 2011
    Quiz Created by
    Xtnq_tjay
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