Switchblade II Up-Skill Training Assessment

1.

1 point

The customer of a BlackBerry 10 device is claiming entitlement for warranty service/support. The device was purchased from a carrier. What is the correct action that a Switchblade II Consultant should do?

Troubleshoot the issue on the device.

Refer the customer to ShopBlackBerry

Refer the customer to his/her carrier.

Process RMA for the device.

2.

1 point

A Switchblade II Consultant received a call from a customer that is calling for an issue about a BlackBerry Passport device. What is the general decision that should be taken?

Transfer the call to the BlackBerry Passport queue.

Transfer the call to the BPTS queue.

Troubleshoot with the customer if the issue encountered is simple.

Provide the 3 options for support.

3.

1 point

What is the assigned group for the RET Incident if the call is seen as OmegaB2C on the Avaya screen?

Customer Direct Support - BlackBerry to Customer - BB10 - SGS - BDCS - English

SDP Sutherland - BlackBerry Direct Customer Support - SGS - BlackBerry 10 - English

Customer Direct Support - BlackBerry to Customer - BlackBerry 10 - SGS - BDCS - English

Customer Direct Support - BlackBerry to Customer - SGS - BlackBerry 10 - English

4.

1 point

When are you going to create a ticket for a call that entered the Switchblade I queue? Select all that apply.

The customer decides to pay for BIBS.

The IT administrator on the named callers list has a T-support code and is able to identify the SRP ID of the device that needs advanced troubleshooting for enrollment to the Enterprise.

The customer's carrier is T-Mobile USA.

The customer was offered sources of support and he/she decides to contact his/her carrier.

5.

1 point

The customer claims that there is a hardware problem on the BlackBerry 10 device. The smartphone was purchased from ShopBlackBerry but it was already more than 14 days from the PIN first seen date. What is the best action that the Switchblade II Consultant should take?

Transfer the call to BPTS.

Determine if the issue is software related before agreeing with the customer's claim.

Determine if the device is still within 30 days from the date of purchase.

Process a Return Material Authorization for the device.

6.

1 point

The BlackBerry 10 customer's PIN shows that the device is on the Advanced Service and still within 14 days from the PIN first seen date. What are the important situations to be considered to ensure the customer shall be provided help? Select all that apply.

There is a carrier code on the CTI Tool.

The IT administrator is also present on the call.

The device was purchased directly from BlackBerry.

Determine if the issue is about device enrollment or e-mail issues.

7.

1 point

The provisioning of a BlackBerry 10 device is Standard Service based on BASC but the device is already 14 days beyond the date of its successful initial setup. What are the valid recommendations of the Consultant who received the call on the Switchblade II queue? Select all that apply.

The BlackBerry Technical Solution Center on the BlackBerry website.

The device user may get direct support from BlackBerry by purchasing a $49 BlackBerry Incident-Based Support.

The customer may reach out to their IT administrator.

The first line of support for the BlackBerry 10 device is from their carrier.

8.

1 point

When there is a need to create a ticket for a call that is received on the Switchblade II queue, Notification on the CS Info tab on RET should be disabled. This statement is ...

True

False

9.

1 point

ShopBlackBerry technical support number leads to the BCC-Triage queue. This statement is ...

True

False

10.

1 point

The customer claims that there is a hardware problem on the BlackBerry 10 device. The smartphone was purchased from ShopBlackBerry but device is more than 30 days from the PIN first seen date. What is the best action that the Switchblade II Consultant should take?

Determine if the issue is software related before agreeing with the customer's claim.

Determine if the device is still within 30 days from the date of purchase.

Process a Return Material Authorization for the device.

Create a ticket and transfer the call to BPTS so that that any hardware issue can be verified.

11.

1 point

The customer can prove that he the date of purchase for the BlackBerry 10 device is still within 30 days from the date of the call. He wants a refund because he feels that the features of the device is not what he wanted. What is the best action that the Switchblade II Consultant should take?

Ask exactly what feature or features the customer is searching for in a smartphone and explain once that the device has other features that works well with different customers' needs or offer troubleshooting if a software issue is encountered on the device.

Refer the customer to the ShopBlackBerry website for request for refund.

Transfer the call to BPTS to troubleshoot any issue on the BlackBerry 10 device.

Transfer the call to ShopBlackBerry (Digital River) for the refund to be processed.

12.

1 point

A customer with a BlackBerry 10 device is asking for technical support and was able to reach a Switchblade II Consultant. What should be considered to determine eligibility for support?

PIN first seen field on the Handheld Details Snapshot window after placing the cursor to the left of the PIN on the Serial Number field and pressing Enter on the keyboard.

Transferring the customer to his/her carrier to determine date of purchase.

Asking the customer about the actual date of purchase of the device.

Transferring the customer to the point of purchase of the device to determine date of purchase.