Ftt Troubleshooting Tool Quiz Questions

26 Questions | Total Attempts: 79

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Computer Quizzes & Trivia

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.


Questions and Answers
  • 1. 
    Which tool can an agent use to issue a replacement for a customer's defective CPE?
    • A. 

      CPE Enabler

    • B. 

      AMAM

    • C. 

      Remote Control

    • D. 

      SOEG

  • 2. 
    Which of the following is NOT true of troubleshooting wireless settings with FTT?
    • A. 

      FTT cannot be used to troubleshoot wireless settings.

    • B. 

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

    • C. 

      FTT communicates with the modem to change the WEP key.

    • D. 

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

  • 3. 
    Which of the following tools is a web-enabled application that agents use to check a customers' provisioning status?
    • A. 

      SOEG

    • B. 

      Remote Control

    • C. 

      CPE Enabler

    • D. 

      AMAM

  • 4. 
    Which of the following is NOT performed using aMAM?
    • A. 

      Issue replacement CPE.

    • B. 

      Suspend or reactivate a sub-account.

    • C. 

      Change customer's offline security question and answer.

    • D. 

      Reset customer's password.

  • 5. 
    Some troubleshooting steps automatically rerun the Dashboard tests.
    • A. 

      True

    • B. 

      False

  • 6. 
    Which of the following is NOT true of the FastAccess Troubleshooting Tool (FTT)?
    • A. 

      Requires agents manually input summary notes into Siebel.

    • B. 

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

    • C. 

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

    • D. 

      Is required for all connectivity issues.

  • 7. 
    When running Unisync, which of the following actions should NOT be performed?
    • A. 

      Select an eligible domain from the drop-down menu.

    • B. 

      Click the Submit button when all required fields are complete.

    • C. 

      Select the systems that FTT has directed to sync.

    • D. 

      Type the User ID and Domain.

  • 8. 
    What should an agent do if all Dashboard tests run successfully on a retest, but the customer's issue is not resolved?
    • A. 

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

    • B. 

      Close the FTT session and close the ticket.

    • C. 

      Escalate to BBCCA.

    • D. 

      None of items listed.

  • 9. 
    Which of the following test result indicators from the Dashboard tab is correctly matched with its description?
    • A. 

      Green Check Mark - The test passed.

    • B. 

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

    • C. 

      Red X - The test could not run.

    • D. 

      All items listed.

  • 10. 
    When should agents NOT offer additional products and services to the customer using the P2R process?
    • A. 

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

    • B. 

      When customer is delighted by our efficient customer service.

    • C. 

      When customer's initial request is resolved.

    • D. 

      None of items listed.

  • 11. 
    Which of the following is a way to close an FTT session?
    • A. 

      All items listed.

    • B. 

      Click the Close button.

    • C. 

      Click the Finish button.

    • D. 

      Click the x button.

  • 12. 
    Which SOEG Request Status indicates that the order has been received and is being worked?
    • A. 

      Processed

    • B. 

      Pending Facilities

    • C. 

      Complete

    • D. 

      Work in Progress

  • 13. 
    Which of the following is NOT a section of the main FTT display window?
    • A. 

      Network Services

    • B. 

      Testing Information

    • C. 

      Customer Information

    • D. 

      Troubleshooting

  • 14. 
    Which of the following is true of multiple FTT sessions?
    • A. 

      FTT allows only one active troubleshooting session.

    • B. 

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

    • C. 

      FTT allows up to three simultaneous sessions at one time.

    • D. 

      None of items listed.

  • 15. 
    Agents can assist customer's in changing their Online Security Questions and Answers.
    • A. 

      True

    • B. 

      False

  • 16. 
    Which of the following do agents use to troubleshoot slow-speed issues?
    • A. 

      FTT process flows

    • B. 

      Speed.fastaccess.com

    • C. 

      Speed Test

    • D. 

      None of items listed

  • 17. 
    The AT&T Remote Control tool does which of the following?
    • A. 

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

    • B. 

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

    • C. 

      Helps customers decide which AT&T services they need.

    • D. 

      Helps customers create an AT&T Yahoo! account.

  • 18. 
    Which tab in the Testing Information section records all data displayed during a troubleshooting session?
    • A. 

      History

    • B. 

      Dashboard

    • C. 

      Test Results

    • D. 

      Data

  • 19. 
    What does the message "INF_NO_ACTION_TAKEN(903) mean?
    • A. 

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

    • B. 

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

    • C. 

      The system is currently unavailable. Please try again later.

    • D. 

      None of items listed.

  • 20. 
    Which of the following is true of sub-accounts?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      All items listed.

  • 21. 
    FTT validates all Account Status checks EXCEPT for which of the following?
    • A. 

      Current Billing Information

    • B. 

      Existing Ticket with BICS or BBCCA

    • C. 

      Pending Order

    • D. 

      Abuse

  • 22. 
    When progressing through the steps in the Troubleshooting section, agents cannot review previous steps.
    • A. 

      True

    • B. 

      False

  • 23. 
    Before using the Yahoo! Account Management Tool (AMT), agents must ensure customer is using which of the following?
    • A. 

      Yahoo! Portal

    • B. 

      SBC Portal

    • C. 

      AT&T Portal

    • D. 

      None of items listed

  • 24. 
    Which of the following tools is a custom-tabbed web browser that allows agents to quickly access AT&T tools and information systems?
    • A. 

      Support Center

    • B. 

      SOEG

    • C. 

      Remote Control

    • D. 

      AMAM

  • 25. 
    When FTT detects a database mismatch, the Troubleshooting section displays a link to which of the following tools to correct the mismatch?
    • A. 

      Unisync

    • B. 

      AMAM

    • C. 

      Remote Control

    • D. 

      SOEG

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