Day 04-Tools Part2 and Follow Up

Choose the right arrangement for  the installation normal cycle

• Call back to CRM>WO>DSL Check combo>Splitting>Network activation>CPE delivery and visit

• WO>DSL Check combo>>Network activation>Splitting>CPE delivery and visit>Call back to CRM

• WO>DSL Check combo>Splitting>Network activation>CPE delivery and visit>Call back to CRM

SLA For Line Problem is

• 7 WD

• 2 days

• 15 WD

if customer need to change package no need to make any verification with him

• False

• true

SLA for Check free ports is

• 7 WD

• 1 WD

• No estimated time

in WO status customer can face 3 types of problem Line, Customer or TE problem

• True

• False

in case CST solved his problem what action needed

• add midway comment only

• add midway comment and SR

• Create TT

Send SMS with username and password from BSS this message will be received within :

• 1 Min

• 5 Min

• 10 Min

If Customer asked for credentials without facing Technical issue,CCA should direct customer to use WE app Or E-care to get his credentials next time

• True

• False

CST has order in OM with status ( Call back to CRM ) this mean that order is complete

• True

• False

CST has order in OM with status ( Splitting ) and there is no matrix, your action is :

• Follow Installation Follow up process

• Create Matrix Create TT

• Transfer CST to Complain Team