Review Quiz - Module 7
This is review quiz.
- 1.
When verifying and testing connection speed, which of the following should you do?
- A.
Compare speed test results against customer's plan to determine if connection speeds are acceptable.
- B.
Escalate issue to an Advanced Troubleshooting trained agent.
- C.
Set up a truck roll / appointment.
- D.
Power cycle the CPE.
Correct Answer
A. Compare speed test results against customer's plan to determine if connection speeds are acceptable.Explanation
When verifying and testing connection speed, it is important to compare the speed test results against the customer's plan to determine if the connection speeds are acceptable. This helps to ensure that the customer is receiving the expected level of service and can identify any potential issues or discrepancies. By comparing the results to the customer's plan, it allows for a more accurate assessment of the connection speed and helps to determine if any further action needs to be taken.Rate this question:
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- 2.
Which of the following is NOT a possible sync / no surf cause?
- A.
Network outage in customer's area
- B.
Authentication failure
- C.
Defective CPE
- D.
Misconfigured firewall
Correct Answer
A. Network outage in customer's areaExplanation
A network outage in the customer's area is not a possible sync/no surf cause because it refers to an issue outside of the customer's control. A sync/no surf cause typically relates to issues within the customer's control or equipment, such as authentication failure, defective CPE (customer premises equipment), or misconfigured firewall. Network outages in the customer's area are usually the responsibility of the service provider or infrastructure provider, and would not be classified as a sync/no surf cause for the customer.Rate this question:
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- 3.
Which of the following can cause a Winsock problem?
- A.
An application, virus, or ISP software modification of Winsock files
- B.
Not having cleaned the computer for spyware
- C.
Proper computer shutdowns or reboots
- D.
All items listed
Correct Answer
A. An application, virus, or ISP software modification of Winsock filesExplanation
An application, virus, or ISP software modification of Winsock files can cause a Winsock problem. These issues can occur when an application improperly modifies the Winsock files, a virus infects the Winsock files, or the ISP software modifies the Winsock files in a way that disrupts their normal functioning. These problems can result in network connectivity issues and other network-related errors.Rate this question:
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- 4.
Which of the following is a no sync solution?
- A.
All items listed
- B.
Verifying filters
- C.
Verifying jack and phone cord conditions
- D.
Power cycling the CPE
Correct Answer
A. All items listedExplanation
The correct answer is "All items listed." This means that all of the options provided (verifying filters, verifying jack and phone cord conditions, and power cycling the CPE) are examples of a no sync solution. In other words, these actions can be taken to troubleshoot and resolve issues related to a lack of synchronization between devices or components.Rate this question:
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- 5.
Which of the following is an intermittent sync solution?
- A.
All items listed
- B.
Verify jack and phone cord conditions
- C.
Verify filters
- D.
Power cycle CPE
Correct Answer
A. All items listedExplanation
An intermittent sync issue refers to a problem where the connection between devices is not consistently stable. In this case, the correct answer is "All items listed" because all of the listed options can potentially contribute to an intermittent sync problem. Verifying the jack and phone cord conditions ensures that the physical connections are secure. Checking the filters ensures that there are no issues with signal interference. Power cycling the CPE (customer premises equipment) can help refresh the connection. By addressing all of these factors, one can troubleshoot and potentially resolve the intermittent sync issue.Rate this question:
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- 6.
Which of the following is NOT a cause for slow speed?
- A.
Network outage in customer's area
- B.
Incorrect filter use
- C.
Line issues
- D.
Browser issues
Correct Answer
A. Network outage in customer's areaExplanation
A network outage in the customer's area is not a cause for slow speed because a network outage means that there is no internet connectivity at all, rather than just slow speed. Slow speed can be caused by incorrect filter use, line issues, or browser issues, but a network outage would result in a complete loss of internet connection.Rate this question:
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- 7.
When would you submit a trouble ticket to BBCCA to authorize a truck roll/appointment?
- A.
When you have exhausted all troubleshooting and still are unable to resolve the issue
- B.
None of items listed
- C.
When you decide to have a technician handle troubleshooting
- D.
When you don't know how resolve an issue
Correct Answer
A. When you have exhausted all troubleshooting and still are unable to resolve the issueExplanation
You would submit a trouble ticket to BBCCA to authorize a truck roll/appointment when you have exhausted all troubleshooting and still are unable to resolve the issue. This means that you have tried all possible solutions and have reached a point where you need the assistance of a technician to further investigate and fix the problem.Rate this question:
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- 8.
Which of the following does NOT cause no sync?
- A.
Correct filter installation
- B.
Incorrect phone line hook up to phone jack
- C.
Interference from other devices
- D.
Damaged or defective equipment
Correct Answer
A. Correct filter installationExplanation
Correct filter installation does not cause no sync because a correct filter installation ensures that the DSL signal is properly filtered and separated from other signals on the phone line. This allows for a stable and uninterrupted internet connection without any syncing issues.Rate this question:
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- 9.
What is a no sync call?
- A.
When the CPE is not in communication with the DSLAM
- B.
When there is "no sync"
- C.
If DSL service does not work
- D.
When DSLAM does not receive signals
Correct Answer
A. When the CPE is not in communication with the DSLAMExplanation
A no sync call refers to a situation where the Customer Premises Equipment (CPE) is unable to establish communication with the Digital Subscriber Line Access Multiplexer (DSLAM). This means that the CPE and DSLAM are not synchronized, resulting in a lack of connection between the two devices. This can occur due to various reasons such as technical issues, faulty equipment, or physical line disruptions. In such cases, the DSL service is impacted as the CPE is unable to transmit or receive signals from the DSLAM.Rate this question:
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- 10.
Which of the following should you do when troubleshooting for EMI/RFI?
- A.
Move modem to at least 2 feet away from any electrical devices.
- B.
Do NOT move or unplug any nearby fluorescent or neon lights.
- C.
None of items listed
- D.
Move all televisions, speakers, cordless phone bases, and sub-woofers inches away from the modem.
Correct Answer
A. Move modem to at least 2 feet away from any electrical devices.Explanation
Moving the modem to at least 2 feet away from any electrical devices is recommended when troubleshooting for EMI/RFI. This is because electrical devices can generate electromagnetic interference (EMI) or radio frequency interference (RFI) which can disrupt the modem's signal. By moving the modem away from these devices, it reduces the chances of interference and improves the modem's performance.Rate this question:
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- 11.
Which of the following should you do if the modem does not regain sync?
- A.
Turn off and unplug all telephones.
- B.
Remove all devices from the HSI line, including the modem.
- C.
None of items listed
- D.
Leave all telephones turned on and plugged in.
Correct Answer
A. Turn off and unplug all telephones.Explanation
If the modem does not regain sync, turning off and unplugging all telephones can help troubleshoot the issue. This is because sometimes the phone line can interfere with the modem's signal, causing it to lose sync. By disconnecting the telephones, any potential interference can be eliminated, allowing the modem to regain sync. Removing all devices from the HSI line, including the modem, may not be necessary as the issue could be solely related to the telephones. Leaving all telephones turned on and plugged in would not help resolve the problem.Rate this question:
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- 12.
Which of the following situations can cause CPE configuration issues?
- A.
Installed third-party hardware
- B.
Did NOT change any CPE settings
- C.
Received new CPE and configured it properly
- D.
Did NOT have a technician at home recently
Correct Answer
A. Installed third-party hardwareExplanation
Installing third-party hardware can cause CPE (Customer Premises Equipment) configuration issues because it may conflict with the existing settings or cause compatibility issues. The new hardware may require specific configuration changes or settings that were not previously necessary. This can result in connectivity problems or incorrect functioning of the CPE.Rate this question:
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- 13.
Which of the following is a slow-speed solution?
- A.
All items listed
- B.
Verify speed plan
- C.
Verify jack and phone cord conditions
- D.
Test speed
Correct Answer
A. All items listedExplanation
The correct answer is "All items listed" because it implies that all the options mentioned (Verify speed plan, Verify jack and phone cord conditions, Test speed) are slow-speed solutions.Rate this question:
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- 14.
Which of the following is NOT a typical cause for intermittent sync issue?
- A.
Perfectly working modem
- B.
Distance from central office
- C.
Extreme weather conditions
- D.
Electromagnetic Interference (EMI)
Correct Answer
A. Perfectly working modemExplanation
A perfectly working modem is not a typical cause for intermittent sync issue because if the modem is functioning properly, it should establish a stable and consistent connection with the network. Intermittent sync issues are usually caused by factors such as distance from the central office, extreme weather conditions, or electromagnetic interference, which can disrupt the signal and cause intermittent connectivity problems.Rate this question:
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- 15.
Which of the following is a non-corrupt Winsock return message from a computer running Windows 2000 / XP / Vista?
- A.
Ftp: connect: unknown error number
- B.
Ftp: socket: subsystem not ready
- C.
Ftp: socket: 10047
- D.
Ftp: socket: 10093 or Socket 0
Correct Answer
A. Ftp: connect: unknown error numberExplanation
The given answer "ftp: connect: unknown error number" is a non-corrupt Winsock return message from a computer running Windows 2000 / XP / Vista. This message indicates that there was an error while trying to establish a connection to an FTP server, but the specific error number is unknown.Rate this question:
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- 16.
Which of the following is NOT a sync/ no surf solution?
- A.
Check for EMI/RFI
- B.
Power cycle CPE
- C.
Troubleshoot browser
- D.
Reboot computers
Correct Answer
A. Check for EMI/RFIExplanation
The correct answer is "Check for EMI/RFI." EMI stands for electromagnetic interference and RFI stands for radio frequency interference. These terms refer to disturbances that can affect the performance of electronic devices. In the context of a sync/no surf solution, checking for EMI/RFI would not be a relevant step as it does not directly address the issue of syncing or internet connectivity. The other options, such as power cycling CPE, troubleshooting the browser, and rebooting computers, are all potential solutions to address sync or internet connectivity problems.Rate this question:
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- 17.
Which of the following can cause no sync?
- A.
Network outage
- B.
Correct filter installation
- C.
Dial tone on telephone jack
- D.
Modem turned on
Correct Answer
A. Network outageExplanation
A network outage can cause no sync because when there is no network connection, the modem is unable to establish a connection with the network. Without a network connection, the modem cannot synchronize with the network and therefore cannot transmit or receive data. This lack of synchronization results in no sync, meaning that the modem is unable to connect to the internet or communicate with other devices on the network.Rate this question:
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- 18.
When verifying the modem status, you ask customers if they can:
- A.
Describe the modem lights?
- B.
Send an e-mail?
- C.
Make a phone call?
- D.
Connect to the Internet?
Correct Answer
A. Describe the modem lights?Explanation
When verifying the modem status, asking customers to describe the modem lights is a relevant question because the lights on a modem indicate its current status. By asking customers to describe the modem lights, you can gather information about whether the lights are functioning properly or if there are any issues with the modem. This can help in troubleshooting and determining the root cause of any connectivity problems.Rate this question:
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- 19.
The Winsock Fix Utility is available for all supported operating systems (Windows 2000, Windows XP, Windows Vista, Mac OS X).
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The Winsock Fix Utility is not available for all supported operating systems. It is only available for Windows operating systems (Windows 2000, Windows XP, and Windows Vista) and not for Mac OS X. Therefore, the correct answer is False.Rate this question:
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- 20.
Which of the following should you do if the customer has a corrupt Winsock?
- A.
If customer has an IW CD, run the Winsock fix utility on the IW.
- B.
As soon as you see a corrupt Winsock, escalate issue to a trained Advanced Troubleshooting agent.
- C.
If customer has an IW CD, do not run the Winsock fix utility on the IW.
- D.
Immediately escalate for a truck roll / appointment.
Correct Answer
A. If customer has an IW CD, run the Winsock fix utility on the IW.Explanation
If the customer has an IW CD, the correct action to take is to run the Winsock fix utility on the IW. This suggests that the Winsock, which is responsible for communication between the computer and network services, is corrupted. Running the fix utility on the IW CD can help resolve the issue and restore proper network functionality for the customer.Rate this question:
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- 21.
The correct length for a phone cord is less than:
- A.
8 ft
- B.
20 ft
- C.
15 ft
- D.
10 ft
Correct Answer
A. 8 ftExplanation
The correct length for a phone cord is less than 8 ft because phone cords are typically designed to be shorter in order to prevent tangling and to ensure optimal signal quality. Longer cords can lead to signal loss and interference, resulting in poor call quality. Therefore, it is recommended to use a phone cord that is shorter than 8 ft for better performance.Rate this question:
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- 22.
Which of the following is a slow-speed symptom?
- A.
Web pages take an unusually long amount of time to download.
- B.
The customer cannot connect to the Internet.
- C.
The customer can connect to the Internet but cannot use e-mail.
- D.
Web pages do not upload.
Correct Answer
A. Web pages take an unusually long amount of time to download.Explanation
The correct answer is "Web pages take an unusually long amount of time to download." This is a slow-speed symptom because it indicates that the customer's internet connection is experiencing a slow speed, causing web pages to take a long time to load and download. The other options do not specifically relate to slow speed but rather connectivity or functionality issues.Rate this question:
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- 23.
Which of the following is a common cause for Electro Magnetic Interference (EMI) / Radio Frequency Interference (RFI)?
- A.
900 MHz or 2.4 GHz cordless telephones
- B.
Filtered satellite television receiver
- C.
Modem sitting 2 feet away from computer
- D.
Filtered fax machine
Correct Answer
A. 900 MHz or 2.4 GHz cordless telephonesExplanation
Electro Magnetic Interference (EMI) or Radio Frequency Interference (RFI) can be caused by 900 MHz or 2.4 GHz cordless telephones. Cordless telephones operate on these frequencies, which are within the range of radio waves. These waves can interfere with other electronic devices and disrupt their normal functioning. Therefore, the presence of cordless telephones operating on these frequencies can be a common cause of EMI/RFI.Rate this question:
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- 24.
One no sync symptom is when customers:
- A.
Cannot use any Internet-based applications.
- B.
Can connect to the Internet.
- C.
Can connect to the Internet, but cannot make a phone call.
- D.
Cannot surf the Internet, but can get to e-mail.
Correct Answer
A. Cannot use any Internet-based applications.Explanation
The given symptoms describe various issues customers may face with their internet connection. In this scenario, the correct answer is "Cannot use any Internet-based applications." This means that although the customers are able to connect to the internet and perform other tasks like making phone calls or accessing email, they are unable to use any applications that require an internet connection. This could be due to various reasons such as network congestion, DNS issues, or problems with the customer's device.Rate this question:
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- 25.
Which of the following is an intermittent sync symptom?
- A.
The DSL / ready light on the modem flashes for a period of time, after which the modem regains sync.
- B.
Customer cannot make a phone call.
- C.
Customer cannot connect to the Internet.
- D.
Web pages do not load.
Correct Answer
A. The DSL / ready light on the modem flashes for a period of time, after which the modem regains sync.Explanation
An intermittent sync symptom refers to a situation where the DSL/ready light on the modem flashes for a period of time and then the modem regains sync. This means that the modem is losing its synchronization with the DSL network intermittently. This can cause disruptions in the internet connection, as the modem is unable to maintain a stable connection. It is important to troubleshoot and identify the cause of this intermittent sync issue in order to resolve it and ensure a consistent internet connection for the customer.Rate this question:
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- 26.
If you have followed the breakpoints method to the last breakpoint, this means there user's problem is
- A.
A problem with one of the customer's Internet applications.
- B.
An authentication problem with the AT&T network.
- C.
An issue with the modem's sync status.
- D.
A network infrastructure issue between the DSLAM and the customer's location.
Correct Answer
A. A problem with one of the customer's Internet applications.Explanation
If the breakpoints method has been followed to the last breakpoint, it suggests that the issue is not related to the authentication problem with the AT&T network, the modem's sync status, or a network infrastructure issue between the DSLAM and the customer's location. Instead, it indicates that the problem lies with one of the customer's Internet applications.Rate this question:
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- 27.
The breakpoints methodology is:
- A.
A structured methodology for troubleshooting customer issues.
- B.
A structured way of configuring Internet connection settings.
- C.
An algorithm used to evaluate a customer's upload and download speeds.
- D.
A way to calculate a customer's bandwidth usage.
Correct Answer
A. A structured methodology for troubleshooting customer issues.Explanation
The breakpoints methodology refers to a structured approach used for troubleshooting customer issues. It involves a systematic process of identifying and analyzing problems, determining the root cause, and implementing solutions. This methodology helps in efficiently resolving customer issues by following a step-by-step approach and ensuring that all relevant factors are considered. It provides a framework for effectively addressing and resolving problems, resulting in improved customer satisfaction and service quality.Rate this question:
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- 28.
The first step when troubleshooting a customer whose modem lights show No Sync is to:
- A.
Check for outages that may affect the customer.
- B.
Verify that the customer has a valid IP address using ipconfig.
- C.
Check for correct filter placement.
- D.
Reconfigure their modem settings.
Correct Answer
A. Check for outages that may affect the customer.Explanation
The correct answer is to check for outages that may affect the customer. This is the first step because if there is an outage in the area, it could be causing the modem to not sync properly. By checking for outages, you can determine if the issue is on the customer's end or if it is a larger problem that needs to be addressed by the service provider.Rate this question:
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- 29.
When troubleshooting breakpoint 3, you must ensure that:
- A.
The customer's computer is connected directly to their modem.
- B.
The customer has not been Disconnected in Error.
- C.
The customer can surf into the modem.
- D.
The customer has placed filters on all devices on their line.
Correct Answer
A. The customer's computer is connected directly to their modem.Explanation
To troubleshoot breakpoint 3, it is important to ensure that the customer's computer is directly connected to their modem. This is because if there are any intermediary devices or routers in between, they could potentially cause connectivity issues or interfere with the troubleshooting process. By eliminating any additional devices and connecting the computer directly to the modem, it allows for a more direct and accurate assessment of the issue at hand.Rate this question:
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- 30.
A valid step when troubleshooting customers at Breakpoint 6: Applications is:
- A.
Ask users to disable any firewall and/or anti-virus software they may have.
- B.
Verify that the user has a valid IP address.
- C.
Ask users to reconfigure their modem settings.
- D.
None of these.
Correct Answer
A. Ask users to disable any firewall and/or anti-virus software they may have.Explanation
When troubleshooting customers at Breakpoint 6: Applications, asking users to disable any firewall and/or anti-virus software they may have is a valid step. Firewalls and anti-virus software can sometimes interfere with the proper functioning of applications, so disabling them temporarily can help identify if they are causing any issues. By doing this, the troubleshooting process can narrow down potential causes and find a solution more efficiently.Rate this question:
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- 31.
What is the definition of Troubleshooting AT&T style?
- A.
A system to help you troubleshoot customer issues quickly and efficiently.
- B.
Using AT&T tools to resolve issues.
- C.
Troubleshooting using sophisticated language.
- D.
A guide to follow the documented processes.
Correct Answer
A. A system to help you troubleshoot customer issues quickly and efficiently.Explanation
The definition of Troubleshooting AT&T style is a system that is designed to assist in resolving customer issues in a fast and efficient manner. This system likely includes specific tools and processes provided by AT&T to aid in troubleshooting and problem-solving. It focuses on providing effective solutions to customer problems in a timely manner.Rate this question:
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- 32.
How can using process flows help you do your job?
- A.
All of these.
- B.
They tell you when to use your tools and applications.
- C.
They provide the desired Problem and Resolution codes.
- D.
They provide quick links to accurate BOSS articles.
Correct Answer
A. All of these.Explanation
Process flows can help you do your job in multiple ways. They tell you when to use your tools and applications, ensuring that you are using them at the right time and in the right context. They also provide the desired Problem and Resolution codes, which can be helpful in troubleshooting and resolving issues effectively. Additionally, process flows provide quick links to accurate BOSS articles, allowing you to access relevant information and resources easily. Overall, using process flows can enhance your productivity and efficiency in performing your job tasks.Rate this question:
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- 33.
If a customer's modem is in sync but the customer can't surf, this could indicate a problem with:
- A.
The user's modem configuration.
- B.
The user's billing account.
- C.
The user's email configuration.
- D.
The user's provisioning status.
Correct Answer
A. The user's modem configuration.Explanation
If a customer's modem is in sync but the customer can't surf, it suggests that the connection between the modem and the internet service provider is established, but there may be an issue with the modem's settings or configuration. This could include incorrect network settings, outdated firmware, or a misconfiguration of the modem's firewall or security settings. It is important to troubleshoot and verify the modem's configuration to ensure proper internet connectivity for the customer.Rate this question:
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- 34.
What is your next step after troubleshooting completely through the breakpoint method steps?
- A.
All items listed.
- B.
Provide the required closing statement per your script.
- C.
Verify the issue was resolved or customer understands next steps.
- D.
Make notes in CRM.
Correct Answer
A. All items listed.Explanation
After troubleshooting completely through the breakpoint method steps, the next step would be to perform all the listed items. This includes providing the required closing statement per the script, verifying if the issue was resolved or if the customer understands the next steps, and making notes in the CRM system. By completing all these tasks, the troubleshooting process can be properly documented and any necessary follow-up actions can be taken.Rate this question:
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- 35.
What is a Process Flow?
- A.
A step-by-step sequence of activities used to resolve issues from beginning to end.
- B.
A series of steps, with no decision points, leading you always to the same place.
- C.
A circle with arrows pointing away from it.
- D.
All of these.
Correct Answer
A. A step-by-step sequence of activities used to resolve issues from beginning to end.Explanation
A process flow refers to a step-by-step sequence of activities that are followed in order to resolve issues or complete a task from start to finish. It involves a systematic approach where each activity is performed in a specific order to achieve the desired outcome. This explanation aligns with the given correct answer which states that a process flow is a step-by-step sequence of activities used to resolve issues from beginning to end.Rate this question:
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- 36.
Which one of these is not a goal of the breakpoints method?
- A.
Reconfigure the customer's user information.
- B.
Raise customer satisfaction levels.
- C.
Lower AHT.
- D.
Pinpoint breaks in a DSL connection.
Correct Answer
A. Reconfigure the customer's user information.Explanation
The goal of the breakpoints method is to raise customer satisfaction levels, lower AHT (Average Handling Time), and pinpoint breaks in a DSL connection. Reconfiguring the customer's user information is not a goal of this method.Rate this question:
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- 37.
To access the modem, a customer must:
- A.
Type the modem's IP address in their browser.
- B.
First make sure that the modem lights indicate Sync.
- C.
Powercycle and reset the modem.
- D.
Open a command prompt and ping the device.
Correct Answer
A. Type the modem's IP address in their browser.Explanation
To access the modem, a customer needs to type the modem's IP address in their browser. This is the most common and standard method to access the modem's settings and configuration page. By typing the IP address in the browser, the customer can establish a connection with the modem and access its interface to make any necessary changes or adjustments. This allows the customer to have control over their modem's settings and troubleshoot any issues that may arise.Rate this question:
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- 38.
If a customer complains about being unable to send e-mails from Outlook when his browser works fine, your best bet to begin troubleshooting is to:
- A.
Look for problems with the user's e-mail configuration.
- B.
Troubleshoot breakpoint 1.
- C.
Determine the status of the user's modem lights.
- D.
Troubleshoot breakpoint 3.
Correct Answer
A. Look for problems with the user's e-mail configuration.Explanation
In this scenario, the customer is experiencing difficulty sending emails from Outlook but their browser is functioning properly. This suggests that the issue is specific to the email configuration within Outlook. By looking for problems with the user's email configuration, you can identify any settings or preferences that may be causing the problem. This could include checking for incorrect server settings, authentication issues, or any other configuration errors that may be preventing the emails from being sent. Troubleshooting the email configuration is the logical starting point to address the customer's complaint.Rate this question:
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- 39.
A break in communication between the CPE and the DSLAM is addressed by which breakpoint?
- A.
Breakpoint 2: Verifying Sync
- B.
Breakpoint 1: Probing Applications
- C.
Breakpoint 3: Verifying LAN IP
- D.
Breakpoint 6: Applications
Correct Answer
A. Breakpoint 2: Verifying SyncExplanation
Breakpoint 2, "Verifying Sync," is the correct answer because it addresses the specific issue mentioned in the question, which is a break in communication between the CPE (Customer Premises Equipment) and the DSLAM (Digital Subscriber Line Access Multiplexer). Verifying sync refers to checking the synchronization between the CPE and the DSLAM, ensuring that they are properly connected and communicating with each other. This breakpoint would help identify and resolve any issues related to the synchronization between the CPE and the DSLAM, thus addressing the break in communication.Rate this question:
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- 40.
Before you begin to troubleshoot, it is critical to ask probing questions to confirm the exact issue.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Asking probing questions before troubleshooting is important because it helps to gather more information and understand the exact issue at hand. By asking relevant questions, one can identify the root cause of the problem and develop an effective solution. This approach ensures that the troubleshooting process is targeted and efficient, leading to quicker resolution of the issue.Rate this question:
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- 41.
If you are unable to solve a customer's issue at Breakpoint 6: Applications, the next step is to:
- A.
Escalate the issue.
- B.
Check for outages.
- C.
Close the associated trouble ticket.
- D.
Verify customer's phone cord and filter placement.
Correct Answer
A. Escalate the issue.Explanation
If you are unable to solve a customer's issue at Breakpoint 6: Applications, the next step is to escalate the issue. This means that you need to pass the problem on to a higher level of support or a more experienced technician who can provide further assistance and resolution. Escalating the issue ensures that the problem is addressed by someone with more expertise or authority to resolve it effectively. Checking for outages, closing the associated trouble ticket, and verifying the customer's phone cord and filter placement are not the appropriate next steps in this situation.Rate this question:
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- 42.
You would have the customer re-enter their DSL username and password when:
- A.
Checking for authentication.
- B.
Probing applications.
- C.
Verifying sync.
- D.
Verifying LAN IP.
Correct Answer
A. Checking for authentication.Explanation
When checking for authentication, it is necessary to have the customer re-enter their DSL username and password. This is because authentication is the process of verifying the identity of the user, and re-entering the username and password ensures that the correct credentials are being used for authentication purposes.Rate this question:
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- 43.
At what breakpoint would you discover that the customer has installed a new fax machine on the line?
- A.
Breakpoint 2: Verifying Sync
- B.
Breakpoint 6: Applications
- C.
Breakpoint 3: Verifying LAN IP
- D.
Breakpoint 1: Probing Applications
Correct Answer
A. Breakpoint 2: Verifying SyncExplanation
At Breakpoint 2: Verifying Sync, you would discover that the customer has installed a new fax machine on the line. This is because verifying sync involves checking the synchronization between the customer's equipment and the network. When a new device like a fax machine is added to the line, it would require synchronization with the network, and this verification process would detect the presence of the new fax machine.Rate this question:
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- 44.
If the customer does not know their IP address, you should:
- A.
Provide instructions for running IPConfig.
- B.
Look up customer IP address in CRM.
- C.
Advise customer you are unable to assist them without the IP Address.
- D.
Use remote control.
Correct Answer
A. Provide instructions for running IPConfig.Explanation
If the customer does not know their IP address, providing instructions for running IPConfig would be the most appropriate response. IPConfig is a command-line tool that displays the IP configuration of a network interface on a Windows computer. By running IPConfig, the customer can easily obtain their IP address, allowing them to provide it for further troubleshooting or assistance. This option is practical and efficient in helping the customer retrieve their IP address without the need for additional resources or remote control.Rate this question:
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- 45.
What is one of the key benefits of the Process Flows?
- A.
They offer a consistent trouble isolation and resolution process across all the helpdesk agents.
- B.
They offer more time to talk with friends.
- C.
They offer a way for the customer to know what to do next.
- D.
They offer more troubleshooting steps.
Correct Answer
A. They offer a consistent trouble isolation and resolution process across all the helpdesk agents.Explanation
Process Flows offer a consistent trouble isolation and resolution process across all the helpdesk agents. This means that regardless of which agent the customer interacts with, they can expect a standardized and efficient approach to resolving their issues. This consistency helps to improve customer satisfaction as it eliminates confusion and ensures that all agents are following the same procedures. It also allows for easier knowledge sharing and training among the helpdesk team, leading to a more cohesive and effective support system.Rate this question:
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