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Choose the best answer and press "submit", to see the correct answer.
 
1. Your TCC support phone rings. You pull
    up the profile for the incoming call
    using:
  A. SCAT
 
  B. MCPI
 
  C. WFM
 
  D. HAO
 

2. You answer:
  A.   asking the caller to identify
            himself
 
  B.   greeting the caller pleasantly
 
  C.   identifying yourself and asking
            for the status of the system in
            question
 
  D.   saying, "hello"
 

3. In hurried and somewhat broken
    English, Ernest begins to describe the
    problem. You immediately:
  A. ask the caller to identify himself
 
  B. ask the caller to slow down and
           start from the top
 
  C. reassure the caller that you are
           there to help him
 

4. You've spoken to Ernest before. He
always calls using the same handle,
    regardless of problem symptoms or
    the system involved. You're not sure
    yet what the problem is but it doesn't
    sound like the problem matches the
    handle. You:
  A. tell Ernest the handle doesn't
           match his problem description and
           ask him for the correct handle
 
  B. ask Ernest to slow down and
           speak more clearly
 
  C. open a new case with the handle
           originally supplied
 

5. Once you have a case open you:
  A. ask for a few facts to get the ball
           rolling
 
  B. point out to Ernest that things will
           go much more quickly if he
           follows the proper protocol
 
  C. ask if you can speak to someone
           more technically knowledgeable
 

6.  Ernest responds by telling you that
     the problem must be solved quickly
     because any prolonged delay can cost
     his company literally hundreds of
     thousands of dollars. You:
  A. listen patiently and try to
           empathize, telling Ernest that you
           understand the seriousness and
           urgency of the problem
 
  B. thank Ernest for telling you the
           business impact of his problem
 
  C. tell Ernest that you treat all your
           customers the same
 
  D. tell Ernest that spending time on
            those details will only slow the
            troubleshooting process
 

7. Confident that Ernest has calmed down
     a little, you begin to focus on the
     problem itself. After asking a few
     more questions and interrogating:
  A. KMINE
 
  B. MCPI
 
  C. WFM
 
  D. HAO
 

8. You conclude that Ernest has a new
     problem, one that you don't have the
     knowledge to solve. You:

  A.  tell Ernest to wait while you get
            help
 
  B. tell Ernest that you need to
           consult with a Business Recovery
           Specialist (BRS), that you
           will need to put him on hold; and
           that you will get back to him
           within 60 seconds
 
  C. ask Ernest if he is sure he has
           described the problem correctly
 


9. With Ernest on hold, you use:
  A. WFM
 
  B. SCAT
 
  C. MCPI
 
  D. KMINE
 
to identify an available BRS to assist you with the customer.
 

10. After briefing George, the BRS, you
      return to Ernest. You:
  A. introduce Ernest and George to
           each other
 
  B. thank Ernest for his patience,
           introduce George to Ernest, and
           review the problem for everyone
 
  C.  introduce Ernest to George and
           ask Ernest to describe the
           problem again
 

11. During the conversation, you and
George:
  A. ask Ernest probing questions in an
          attempt to uncover additional
           relevant information
 
  B. joke with Ernest in an attempt to
           put him more at ease
 
  C. tell Ernest of other companies
           with far worse problems
 

12. George, the BRS, reconfirms the
      impact to the customer and number
      of users affected by the problem.
      George's analysis of the problem is
      that it appears to be hardware
      related. Since:
  A. your notes from your last
          conversation with Ernest
 
  B. the current MCPI records for ILI
 
  C. George's attempts to connect
 
indicates that ILI does not have an HAO node on site, the three of you agree that it is best to send (Dispatch) a CE to ILI's site immediately to confirm the initial diagnosis of a hardware-related problem.
 

13. You and George confirm Ernest's
      contact number and address or
      location of the system with the
      problem. You confirm that the call
      case will be handed off to George and
      the HP CE. George contacts a
Personalized Service Agent (PSA) to
      open a Customer Support Order
(CSO) and brings the CE to the
      phone, or pages the CE. During this
      time you:
  A. thank Ernest and wish him good
           night now that you have passed
           off the call to George
 
  B. remain on the phone with the
customer discussing TV sitcoms
until the CE's estimated time of
arrival (ETA) is determined
 
  C. remain on the phone with the
customer, and update your Case
Notes until the CE ETA is
determined
 

14. George and Susan, the HP CE, rejoin
      the phone conversation with you and
      Ernest. No more data can be collected
      at this point remotely, and Susan will
      be on site within 20 minutes.
      Everyone gets off the phone. With
      your role in the call now complete,
      you:
  A. enter your final notes for the
           conversation
 
  B. go for a coffee before the next call
          comes in
 
  C. check your email
 

15.  George, the BRS, gets a message in
the Virtual Response Center (VRC)
        Collaboration tool from the PSA
reminding him that the call is about
to hit the escalation time trigger.
George:
  A. replies, asking you to stop being a
nag
 
  B. thanks the PSA and calls the
escalation hotline since the
customer is no longer on the
phone with him
 
  C. asks the PSA to call the escalation
hotline for him
 

16. In discussing the issue with the
      Escalation Customer Satisfaction
      Manager (CSM), George reviews the
      action plan with an Escalation TPM.
      They agree to wait to hear from the
      CE. George:
  A. harasses the CE to get an ETA for
           onsite arrival
 
  B. runs errands for a couple of hours
           on company time
 
  C. catches up on email and drinks
           coffee while waiting for the CE to
           come onsite
 

17. About 10 minutes later, Susan, the
      HP CE, calls George, the BRS, to tell
      him that she is onsite, and that
      Logtool shows a significant number of
      Memory parity errors being logged.
      She has the parts and Ernest is
      shutting the system down. The plan is
      for the memory to be replaced and
      for Ernest to bring the system up so
      Susan can run diagnostics. Then the
      system is turned back over to
      George, to confirm that the system is
      operational, next:
  A. George contacts the Escalation
           Technical Problem Manager (TPM)
           with the update
 
  B. George closes his WFM case
 
  C. George is out of the office doing
            his errands
 

18. After the memory is replaced, and
      diagnostics run, Ernest verifies the
      system is operational. Susan calls in
      the MC PSA hotline to close the CSO.
      Then:
  A. George and the Escalation Team
           are notified of the CSO close event
           logged by the PSA via a WFM
           update e-mail and close out the
           WFM cases immediately
 
  B. George and the Escalation Team
           are notified of the CSO close event
           logged by the PSA via a WFM
           update e-mail. After an agreed
           upon time interval for monitoring,
           they close their WFM (sub)cases
           after a confirming phone call with
           the customer
 
  C. Ernest has to call HP back to close
            out the WFM case
 


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