Wrong Card And Port

1.While escalating Wrong Card and Port CCA Must inform customer to keep his CPE turned on :

• True

• False

2.While Escalating Wrong Card and Port Case , SLA will be

• 1 Day

• 2 Days

• 3 Days

3.Customer has Wrong Card and Port ticket on TTS and problem solved after Resplitted done from IU team , right SR is :

• FBB Tech Problem > Wrong Card & port > IU-Resplitted

• FBB Tech Problem > Wrong Card & port > Not Wrong Card and Port

• FBB Tech Problem > Wrong Card & port > Re Escalation

4.While escalating Wrong Card and Port Case to IU , right TT will be :

• Broadband >Technical > ADSL/VDSL > Your Team > Data Down

• Broadband >Technical > ADSL/VDSL > Your Team > Browsing

• Broadband >Technical > ADSL/VDSL > Your Team > Wrong Card & Port

5-Customer has WCAP Ticket with update from IU ( Port verified ) and CST still face the same problem you will :

• Escalate to IU

• Re-troubleshoot

• Let customer connect from his main

6.Customer has Wrong Card and Port case in IU and called us after 3 days from escalation , ticket still in IU , right SR is :

• FBB Tech Problem > Wrong Card & port > Follow Up

• FBB Tech Problem > Wrong Card & port > Follow up After SLA

• FBB Tech Problem > Wrong Card & port > Re Escalation

7-CST has ticket on TTS with update ( Global number of ports, mail sent to responsible team ) and there is outage exist on CST 360 tool , right action is :

• nform the customer that follow up team will follow with him during the day

• Act according to the outage rules

• Escalate to IU

8.Customer has ticket on TTS with update ( Major Fault Problem ) with estimated time from IU team ( 5 Days ) , which SLA you will inform the customer with :

• 3 Days

• 5 Days

• No Estimated Time

9-Wrong card and port means that Both DSL led on matrix and in cst cpe is down ?

• true

• False

10-If Customer asked for credentials [UN and PW] without facing technical issue , CCA should direct him to use WE app to get his credentials next time :

• True

• False