Survey For The Ticket Process

12 Questions

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Survey Quizzes & Trivia

This survey will help you to improve the skillset on the ticket closures & issues that hits ITOC1 queue


Questions and Answers
  • 1. 
    Customer account is disconnected without the user authorization and they need the account to be re-instated.
    • A. 

      Create an APPS ticket .

    • B. 

      Redirect the user to contact the APPS team

    • C. 

      Create an apps ticket and redirect the user to contact the apps team and close the current ticket

  • 2. 
    Showing different MDN in Customer's Account instead of original MDN.
    • A. 

      This issue is dealt by APPS team

    • B. 

      This issue is dealt by ITOC team

    • C. 

      This issue is dealt by Billing team

  • 3. 
    Hargray Customers Getting Bill Reminder Text Messages.
    • A. 

      Assign the ticket to Billing ops.

    • B. 

      Create an OTTO ticket

    • C. 

      Assign the ticket to Apps.ops

  • 4. 
    MDN has to be transferred from the cancelled account to the newly created one. Then the MDN to be swapped from the cancelled to the new account.
    • A. 

      We can close this ticket by mapping the QC 2033.

    • B. 

      Create an APPS ticket

    • C. 

      Need to discuss with Tier-2

  • 5. 
    Customer credit information  is saved in memo by call centre agents .
    • A. 

      Assign those tickets to Billing Ops they would get in touch

    • B. 

      Assign those tickets to Billing Ops.

    • C. 

      Assign those tickets to POS team

  • 6. 
    Agents having difficulties accessing IMI's under Cricket University.
    • A. 

      Assign this type of tickets to ITOC2

    • B. 

      Assign this type of tickets to Learn.Com

    • C. 

      Assign this type of tickets to Apps team

  • 7. 
    Customer hearing a third party line over this phone no. CUstomer is stating that her sister is also hearing a third party on the line
    • A. 

      Redirect the customer to the Billing ops

    • B. 

      ITOC1 handles this issue

    • C. 

      Create an OTTO ticket

  • 8. 
    There is different scenarios for this type if issues for Eg: i)ESN not in the CHIP Tool Database . When try to return the phones through Chip tool it gives an error
    • A. 

      Contact Chip tool current owner .

    • B. 

      Contact Logistics owner.

    • C. 

      Contact POS Solutions

  • 9. 
    Transferring  fund from flex bucket to main balance.We need to contact Howard Hankey to do the fund transfer.
    • A. 

      True

    • B. 

      False

  • 10. 
     The accessories which are in Inventory are not added to the user and pop up the error: “Adding your item Failed: Inventory  Unavailable-1”Need to discuss with the TIer2
    • A. 

      True

    • B. 

      False

  • 11. 
    When we get Web order issue.Assign the ticket to Robin Deluca.
    • A. 

      True

    • B. 

      False

  • 12. 
    Expiration extension-Customer paid $129.86 and would like to have the expiration extended as fit.
    • A. 

      Assign this type of tickets to Billing ops

    • B. 

      Assign this type of tickets to POS

    • C. 

      Assign this type of tickets to ITOC2