Spinning Spiders: Ld Symptom And Categories Exam
Objective: To help the agent achieve the standard QA implemented by the company. This will give us a chance to determine more areas of improvement when it comes to providing exceptional quality at all times.
Goodluck everyone!
Questions and Answers
- 1.
Guest cannot see the webpage and said that he is connected but then the page kept on acquiring a connection. Agent checked and saw that the guest initially did not have a connection. Asked the guest to unplug and plug the cable back in. Purchase page came up. Choose the correct SYMPTOM:
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
No physical connection
Correct Answer
D. No physical connectionExplanation
The correct symptom is "No physical connection". The guest initially did not have a connection, which is why they were unable to see the webpage. The agent resolved the issue by asking the guest to unplug and plug the cable back in, indicating that there was no physical connection.Rate this question:
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- 2.
Guest cannot see the webpage and said that he is connected but then the page kept on acquiring a connection. Agent checked and saw that the guest initially did not have a connection. Asked the guest to unplug and plug the cable back in. Purchase page came up. Choose the correct CATEGORY:
- A.
In-room cable
- B.
Cable Change
- C.
InRm Eqmt
- D.
Guest Suddenly got connected
Correct Answer
A. In-room cableExplanation
The correct category for this scenario is "In-room cable." This is because the issue was related to the guest's connection to the webpage, which was resolved by unplugging and plugging back in the cable. This suggests that there was a problem with the in-room cable connection, and once it was fixed, the purchase page came up.Rate this question:
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- 3.
If guest entered the UN/PW and screen prompted incorrect. After providing the correct username and password and guest is able to connect. (Not intended for prepaid card and meeting room username/password.) Choose the correct SYMPTOM:
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
None of the above
Correct Answer
A. General EnquiryExplanation
The correct symptom in this case would be "General Enquiry". This is because the guest initially entered the username and password, but the screen prompted that it was incorrect. However, after providing the correct username and password, the guest was able to connect. This indicates that the guest was not trying to make a purchase but was simply making a general inquiry.Rate this question:
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- 4.
If guest entered the UN/PW and screen prompted incorrect. After providing the correct username and password and guest is able to connect. (Not intended for prepaid card and meeting room username/password.) Choose the correct CATEGORY:
- A.
Browser/Proxy Settings
- B.
Username/Password Inquiry
- C.
Pre-Paid Card
- D.
None of the above
Correct Answer
B. Username/Password InquiryExplanation
The given scenario suggests that the guest initially entered the wrong username and password, resulting in the screen prompting an incorrect message. However, after providing the correct username and password, the guest was able to connect successfully. This indicates that the issue was related to the username and password, and not browser/proxy settings or prepaid card. Therefore, the correct category for this scenario is "Username/Password Inquiry."Rate this question:
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- 5.
Guest had no physical connection. Agent had the cable checked, no connection. Checked the modem, modem was not plugged since guest said that the modem had no lights. Guest was able to get connected after the modem was plugged to the wall port.Choose the correct SYMPTOM:
- A.
APIPA (Automatic Private IP Addressing)
- B.
Internet Disconnection
- C.
No physical connection
- D.
None of the above
Correct Answer
C. No physical connectionExplanation
The correct symptom in this scenario is "No physical connection." This is indicated by the fact that the guest reported that the modem had no lights, suggesting that it was not receiving power or a signal. The agent confirmed this by checking the cable and modem, both of which were not properly connected. Once the modem was plugged into the wall port, the guest was able to get connected, demonstrating that the issue was indeed a lack of physical connection.Rate this question:
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- 6.
Guest had no physical connection. Agent had the cable checked, no connection. Checked the modem, modem was not plugged since guest said that the modem had no lights. Guest was able to get connected after the modem was plugged to the wall port. Choose the correct CATEGORY:
- A.
Modem
- B.
Router
- C.
MAC OS Settings
- D.
Refresh LAN
Correct Answer
A. ModemExplanation
Based on the given information, the correct category for the issue described is "Modem". The guest was unable to connect because the modem was not plugged into the wall port, and after it was plugged in, the guest was able to get connected. This suggests that the problem was related to the modem not being properly connected.Rate this question:
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- 7.
Guest was able to send emails after disabling SSL authentication.
- A.
Guest Needs SMTP
- B.
Email Configuration
- C.
Settings Restriction
- D.
Guest Company or ISP Email Server Unreachable
Correct Answer
B. Email ConfigurationExplanation
The guest was able to send emails after disabling SSL authentication because the issue was related to the email configuration. It is possible that the email client or server was not properly configured to use SSL authentication, causing the connection to fail. By disabling SSL authentication, the guest was able to bypass this issue and successfully send emails.Rate this question:
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- 8.
The guest suddenly got disconnected from the Internet but was able to restore it after the connection was refreshed on the on system thru add/update by the agent.
- A.
MLCBB
- B.
IBIS
- C.
Polly Issue
- D.
Nomadix Gateway
Correct Answer
D. Nomadix GatewayExplanation
The Nomadix Gateway is a device used to manage internet connections for guests in a hospitality setting. In this scenario, the guest experienced a sudden disconnection from the internet. However, the connection was restored after the agent refreshed the connection on the system through add/update. This suggests that the Nomadix Gateway was responsible for managing and restoring the internet connection for the guest.Rate this question:
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- 9.
A call was received from one of the Hotel staffs and requesting to unblock one room in MLCBB. What is the correct symptom and category?
- A.
General Inquiry: Blocking/Unblocking Rooms
- B.
No purchase page: Blocking/Unblocking Rooms
- C.
No purchase page: Ports
- D.
General Inquiry: Ports
Correct Answer
A. General Inquiry: Blocking/Unblocking RoomsExplanation
The correct symptom and category for the given scenario is "General Inquiry: Blocking/Unblocking Rooms". This is because the call received from the hotel staff is requesting to unblock a room, which falls under the category of blocking/unblocking rooms.Rate this question:
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- 10.
Staff called in behalf of the guest. Staff wants to check the previous call from the guest and request to do manual enrollment. Error gateway ID mismatch, as per the staff. Manual purchase was done. Resolved.
- A.
Port Mapping
- B.
Manual purchase
- C.
Nomadix Gateway
- D.
MLCBB
Correct Answer
A. Port MappingExplanation
Based on the given information, the correct answer is "Port Mapping". The staff called on behalf of the guest to check the previous call and requested manual enrollment. There was an error with the gateway ID mismatch, which was resolved through a manual purchase. However, there is no information provided about the other options (Manual purchase, Nomadix Gateway, MLCBB), so we cannot determine why they are incorrect.Rate this question:
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- 11.
Guest can't see "start surfing" and the agent manually clicked on it for the guest
- A.
Settings Restriction
- B.
How to connect
- C.
Browser/Proxy Settings
- D.
None of the above
Correct Answer
C. Browser/Proxy SettingsExplanation
The correct answer is "Browser/Proxy Settings" because if the guest is unable to see the "start surfing" option, it indicates that there may be an issue with their browser or proxy settings. The agent manually clicking on it suggests that the guest's browser or proxy settings are preventing them from accessing certain features or content.Rate this question:
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- 12.
Staff called informing that guests' connection was so slow that he can't connect to his company website. As per staff guest was in the meeting room. Case was coordinated to TS to provide public IP. Agent advised the staff to try it again. Staff complied. Connection improved after providing public IP Address.
- A.
Speed Issues
- B.
Configured Subnet/iNAT
- C.
IBIS
- D.
None of the above
Correct Answer
B. Configured Subnet/iNATExplanation
The correct answer is "Configured Subnet/iNAT" because the staff called to report slow internet connection and mentioned that the guest was in the meeting room. This suggests that the slow connection could be due to network configuration issues, specifically with the subnet or iNAT settings. The agent advised the staff to try again after providing a public IP address, which resulted in an improved connection.Rate this question:
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- 13.
Error 24.
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
None of the above
Correct Answer
B. Looping purchase pageExplanation
The correct answer is "Looping purchase page." This means that the error 24 is related to a problem with the purchase page on a website. It suggests that there is a loop or repetitive cycle occurring on the purchase page, which could be causing issues for users trying to make a purchase. This error may prevent users from successfully completing their purchase or cause frustration due to being stuck in a continuous loop on the page.Rate this question:
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- 14.
Guest was not acquiring any ESSID, having limited or no connectivity when attempting to connect to the network and found no physical connection in the system. Choose the correct SYMPTOM:
- A.
No physical connection
- B.
APIPA
- C.
Unable to connect via wireless
- D.
Host Unreachable / DNS Failure
Correct Answer
C. Unable to connect via wirelessExplanation
The correct symptom in this scenario is "Unable to connect via wireless." This is because the guest is experiencing issues connecting to the network and is not acquiring any ESSID, indicating a problem with the wireless connection. The other options, such as "No physical connection," "APIPA," and "Host Unreachable / DNS Failure," do not accurately describe the issue of being unable to connect via wireless.Rate this question:
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- 15.
Guest was getting error 400 bad request when tried to click on 'Start Surfing' button. Note: Guest has a valid purchase. Checked if there's any VPN but none. Advised to launch a new browser, key-in yahoo and google websites. Guest was able to browse.Choose the correct SYMPTOM:
- A.
General inquiry
- B.
Unable to browse some website
- C.
No purchase page
- D.
Looping purchase page
Correct Answer
B. Unable to browse some websiteExplanation
The correct answer is "Unable to browse some website". This is because the guest was experiencing an error when trying to click on the "Start Surfing" button, indicating that they were unable to access certain websites. The fact that the guest was able to browse Yahoo and Google after launching a new browser suggests that the issue was specific to certain websites rather than a general problem with internet connectivity.Rate this question:
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- 16.
Guest was previously connected but suddenly got disconnected due to Guest was MAC filtered, HAP/USG/switch was down etc.
- A.
Host Unreachable/ DNS Failure
- B.
Internet Disconnection
- C.
No Physical Connection
- D.
APIPA (Automatic Private IP Addressing)
Correct Answer
B. Internet DisconnectionExplanation
The given correct answer, "Internet Disconnection," suggests that the guest's sudden disconnection could be attributed to a loss of internet connectivity. This could be caused by various factors such as a problem with the guest's network equipment (HAP/USG/switch), a failure in the DNS system, or the guest being MAC filtered. These issues can result in the guest being unable to establish a connection to the internet, leading to the disconnection.Rate this question:
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- 17.
Add connection/time to compensate for the number of hours that guest was not able to use due to connection problem.
- A.
Billing Enquiries
- B.
How to connect
- C.
Guest Suddenly got connected
- D.
Nomadix Gateway
Correct Answer
A. Billing EnquiriesExplanation
The correct answer is Billing Enquiries. This suggests that the guest may have had a problem with their billing or payment, and they need assistance or information regarding their charges or account. This answer is supported by the mention of "connection problem" in the question, indicating that the guest may have experienced issues with their internet connection, which could affect their billing or usage.Rate this question:
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- 18.
For cases that you need to add the wireless MAC address to connect to public wireless and in-room wireless (if available) using the same device. Note: This applies to guest having valid purchase in the room using wired and still have his remaining time.
- A.
Unable to browse some website
- B.
Unable to connect via wireless
- C.
General Enquiry
Correct Answer
A. Unable to browse some website -
- 19.
Guest was able to connect suddenly without doing any troubleshooting yet considering that the issue is obviously not yet identified.
- A.
Guest Suddenly got connected
- B.
Guest discontinue troubleshooting
- C.
Staff connection inquiry
Correct Answer
A. Guest Suddenly got connectedExplanation
The guest suddenly got connected without doing any troubleshooting because the issue was obviously not yet identified. This suggests that the problem was not on the guest's end, but rather on the staff's end or with the network itself. It could be that the staff resolved the issue without the guest's knowledge or that the network connection was temporarily disrupted and then restored.Rate this question:
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- 20.
Guest was trying to browse but wasn't able to see start surfing to proceed. Check system – guest has valid purchase in reference to other LD number. While monitoring the system – guest status showed STARTED. Refresh browser. Guest confirmed successful browsing. No further assistance needed. Provided ref#. Resolved.
- A.
Unable to browse some website
- B.
Looping purchase page
- C.
No purchase page
Correct Answer
A. Unable to browse some websiteExplanation
The correct answer is "Unable to browse some website." This is because the guest was experiencing difficulty in browsing and was not able to see the start surfing option. However, upon checking the system, it was found that the guest had a valid purchase in reference to another LD number. After refreshing the browser, the guest confirmed successful browsing, indicating that the issue of being unable to browse some websites was resolved.Rate this question:
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