Customers Self Support Tool Quiz Questions

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Xtnq_tjay
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Quizzes Created: 9 | Total Attempts: 2,165
Questions: 15 | Attempts: 156

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Customer Support Quizzes & Trivia

Most companies and organizations have realized that at times, customers have problems, which with a little guidance and right platform, they can actually solve themselves. Gauge your knowledge of the customer self support tool below.


Questions and Answers
  • 1. 

    Webmail applications provide customers web access to their e-mail accounts from ANY computer connected to the Internet.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Webmail applications allow users to access their email accounts through a web browser, regardless of the computer they are using or their location, as long as they have an internet connection. This means that users can check their emails, send and receive messages, and manage their inbox from any device with internet access, making it convenient and accessible for customers. Therefore, the statement is true.

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  • 2. 

    To help a customer with a webmail issue, what is the FIRST thing an agent must determine?

    • A.

      Portal assignment

    • B.

      AT&T phone number

    • C.

      Operating system

    • D.

      None of items listed

    Correct Answer
    A. Portal assignment
    Explanation
    The first thing an agent must determine when helping a customer with a webmail issue is the portal assignment. This means identifying which specific webmail platform or service the customer is using. By determining the portal assignment, the agent can better understand the features, settings, and troubleshooting steps specific to that particular webmail service, allowing them to provide more accurate and effective assistance to the customer.

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  • 3. 

    How does an agent identify a customer's portal assignment?

    • A.

      Check the Portal field in Siebel .

    • B.

      Ask customer for portal assignment.

    • C.

      Assume all customers are using att.net.

    • D.

      None of items listed.

    Correct Answer
    A. Check the Portal field in Siebel .
    Explanation
    The agent identifies a customer's portal assignment by checking the Portal field in Siebel. This means that the agent can access the Siebel system and look for the specific field that indicates the customer's portal assignment. This is a reliable and accurate method to determine the customer's portal assignment, as it is directly sourced from the Siebel system.

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  • 4. 

    Which of the following should an agent verify if a customer is having trouble logging into webmail?

    • A.

      All items listed.

    • B.

      Customer is entering correct username.

    • C.

      Customer is selecting correct domain from drop-down list.

    • D.

      Customer does not have the caps lock key on when entering password.

    Correct Answer
    A. All items listed.
    Explanation
    The agent should verify all the items listed in order to troubleshoot the customer's issue with logging into webmail. This includes checking if the customer is entering the correct username, selecting the correct domain from the drop-down list, and ensuring that the caps lock key is not enabled while entering the password. By verifying all these factors, the agent can identify and address any potential issues that may be causing the login problem.

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  • 5. 

    If a customer is receiving frequent Session Expired errors, clearing browser cookies may correct the issue.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Clearing browser cookies can often resolve the issue of frequent Session Expired errors for a customer. Cookies are small files stored on a user's computer that contain information about their browsing session. If these cookies become corrupted or outdated, it can cause session errors. By clearing the cookies, the customer is essentially starting with a fresh session, which can help resolve the problem. Therefore, the statement is true.

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  • 6. 

    For which of the following do customers use the Self Support Tool?

    • A.

      All items listed.

    • B.

      Manage their AT&T applications.

    • C.

      Perform troubleshooting tasks on their computer.

    • D.

      Set up their home network.

    Correct Answer
    A. All items listed.
    Explanation
    Customers use the Self Support Tool for all the items listed, which include managing their AT&T applications, performing troubleshooting tasks on their computer, and setting up their home network. The tool is designed to provide customers with the necessary resources and assistance to handle various tasks and issues independently, without the need for direct support from AT&T. By utilizing the Self Support Tool, customers can conveniently and efficiently manage their applications, troubleshoot computer-related problems, and set up their home network according to their preferences and requirements.

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  • 7. 

    Customers can use the Self Support Tool to order AT&T applications.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Customers cannot use the Self Support Tool to order AT&T applications.

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  • 8. 

    Which of the following prevents unsolicited pop-up advertisements from displaying on the screen?

    • A.

      Pop-up Catcher

    • B.

      Backup Dial

    • C.

      Parental Controls

    • D.

      None of items listed

    Correct Answer
    A. Pop-up Catcher
    Explanation
    A pop-up catcher is a software or browser extension that blocks unsolicited pop-up advertisements from appearing on the screen. It works by detecting and blocking the code that triggers these pop-ups, ensuring a smoother and uninterrupted browsing experience for the user. This feature is particularly useful in preventing annoying and potentially malicious pop-up ads from disrupting the user's online activities. Backup Dial and Parental Controls are unrelated to blocking pop-up ads, and the option "None of items listed" indicates that none of the given options prevent unsolicited pop-up advertisements.

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  • 9. 

    Pop-up Catcher prevents spyware from being installed on a computer.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because a pop-up catcher is a software tool designed to block or disable pop-up advertisements on a computer, but it does not prevent spyware from being installed. Spyware is a type of malicious software that is typically installed without the user's consent and is designed to gather information or control the infected computer. While some pop-up blockers may have additional features to protect against certain types of malware, the primary function of a pop-up catcher is to block unwanted pop-up ads, not prevent spyware installation.

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  • 10. 

    Which of the following describes Parental Controls?

    • A.

      Prevents unauthorized users from accessing restricted material through an AT&T Internet connection.

    • B.

      Prevents spyware from being installed on the customer's computer.

    • C.

      Prevents unsolicited pop-up advertisements from displaying on the screen.

    • D.

      All items listed.

    Correct Answer
    A. Prevents unauthorized users from accessing restricted material through an AT&T Internet connection.
    Explanation
    Parental Controls are a feature that prevents unauthorized users, such as children, from accessing restricted material through an AT&T Internet connection. This feature allows parents or guardians to set restrictions and filters on the content that can be accessed, ensuring a safer online environment for children. It helps to regulate and control the type of websites, applications, or content that can be accessed, providing a level of protection and peace of mind for parents.

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  • 11. 

    What is the Wireless Connection Tool?

    • A.

      AT&T application customers can use to manage their computer's wireless connections.

    • B.

      AT&T application customers can use to order a new wireless equipment.

    • C.

      Web-based tool customers can use to change their password.

    • D.

      Web-based tool customers can use to surf the Internet during HSI service interruption.

    Correct Answer
    A. AT&T application customers can use to manage their computer's wireless connections.
    Explanation
    The correct answer is AT&T application customers can use to manage their computer's wireless connections. This explanation is supported by the fact that the Wireless Connection Tool is described as a tool that AT&T application customers can use. Additionally, the tool is specifically mentioned as a means to manage their computer's wireless connections, further confirming the answer choice.

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  • 12. 

    What can customers use to surf the Internet when traveling or during HSI service interruption?

    • A.

      Backup Dial

    • B.

      Webmail

    • C.

      Wireless Connection Tool

    • D.

      None of items listed

    Correct Answer
    A. Backup Dial
    Explanation
    Customers can use Backup Dial to surf the Internet when traveling or during HSI service interruption. Backup Dial provides an alternative connection method by dialing a phone number to establish a dial-up connection. This allows customers to access the Internet even when their regular high-speed internet service is unavailable.

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  • 13. 

    Customers need to have a dial-up modem installed on the computer they want to connect to the Backup Dial service.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement is true because in order to connect to the Backup Dial service, customers must have a dial-up modem installed on their computer. A dial-up modem is necessary to establish a connection through the telephone line, which is the method used by the Backup Dial service. Without a dial-up modem, the computer would not be able to communicate with the service and establish a connection.

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  • 14. 

    Which of the following may conflict with the installation of the McAfee product?

    • A.

      All items listed

    • B.

      AT&T Yahoo! Online Protection (YOP) 1.0 or 2.5

    • C.

      Other McAfee products

    • D.

      Third-party, anti-virus software

    Correct Answer
    A. All items listed
    Explanation
    The installation of the McAfee product may conflict with AT&T Yahoo! Online Protection (YOP) 1.0 or 2.5, other McAfee products, and third-party anti-virus software.

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  • 15. 

    Agents no longer support AT&T Yahoo! Online Protection.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The given statement is true because it states that agents no longer support AT&T Yahoo! Online Protection. This implies that there has been a change in the support provided by agents for this service, indicating that it is no longer available or supported.

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