Final PST Assessment - BlackBerry Wave 29 SBR

Select the three common tools that are being used by the SBR Agents.

Severity Based Routing is a system use to help determine Priority of an issue from Critical (P1) to Non-Critical (P2, P3, P4).

Nominal (P4) issues will be quickly connected with an expert technical support representative to help minimize the users down time and work towards resolution.

Less Critical Issues like (P2, P3, P4) will be connected to a qualified technical support agent electronically where they will follow-up with the customer at a later time.

If a customer is confused at any point about your role (as a triage agent) in assisting them, you can use the speaking points in article 37320 SDP - Severity Based Routing - Enterprise Triage.

Support Contract in SFDC is the same as the T-Support Contract Number.

Below are the classified severity levels.

Critical (P1)
Moderate (P2)
Significant (P3)
Nominal (P4)

When a Case initially pops open for the Triage Analyst, the Case Owner will be “Case Queue: Triage”

Select the different transfer type.

When saving your working log, the Worklog Type in SFDC should be...

Select the information to gather when validating a named caller.

When Validating a Non-Named Caller and if a named caller is not available, how do you proceed?

Secondary Access Code allows the customer to have non-named callers contact us for support.

The categorizations are to be filled out correctly so that the Auto-Assign sends the case to the correct department.

Providing the ticket/case number is not mandatory in handling SBR calls.

It is not important to ask whether the customer is calling about a new case or an existing case.

SBR agent should link a KB relevant to the SBR process.

Select the Account Types shown in Severity Routing Wizard.

In Severity Routing Wizard, Premium Account Type is equivalent to T-Support – Enterprise 3.

Preferred method of follow up should be asked from the customer during the interaction.

If the caller is unable to verify their first name, last name, phone number and email address, have them conference in the Primary Named Caller to validate them.

When validating a non-named caller, if a named caller joins the line and provides approval, proceed with providing support to the non-named caller.

How-to questions that don’t require an urgent response is considered Nominal - P4.

If Multiple and/or VIP BES are down/crashing. We can consider it as Significant - P2.

SBR agents should provide the turnaround time before ending the call.

What option in the IVR system is for Tsupport code or Secondary Access Code?

Select the three mail platforms that are compatible with BES?

Articles that shows INTERNAL ONLY is also available on the website.

There is no need to click "Assign to me" if the agent will do the electronic transfer.

Critical (P1) issues will be quickly connected with an expert technical support representative to help minimize the users down time and work towards resolution.

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 1

• Call is initiated
• Customer has a valid Premium Contract
• Customer states the issue is with one standard user’s device not synchronizing meeting updates from Exchange ActiveSync

Question:
What is the severity of this incident?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 1

• Call is initiated
• Customer has a valid Premium Contract
• Customer states the issue is with one standard user’s device not synchronizing meeting updates from Exchange ActiveSync

Question:
Is this a phone or email transfer?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 1

• Call is initiated
• Customer has a valid Premium Contract
• Customer states the issue is with one standard user’s device not synchronizing meeting updates from Exchange ActiveSync

Question:
What is the Response Time?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 2
• Call is initiated
• Carrier rep has called in on a valid carrier code
• Carrier rep states the issue is with 10 out of 47 devices unable to browse internal websites
• Customer is on Domino mail platform

Question:
What is the severity of this incident?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 2
• Call is initiated
• Carrier rep has called in on a valid carrier code
• Carrier rep states the issue is with 10 out of 47 devices unable to browse internal websites
• Customer is on Domino mail platform

Question:
What group is the call escalated to?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 2
• Call is initiated
• Carrier rep has called in on a valid carrier code
• Carrier rep states the issue is with 10 out of 47 devices unable to browse internal websites
• Customer is on Domino mail platform

Question:
Is this a phone or email transfer?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 2
• Call is initiated
• Carrier rep has called in on a valid carrier code
• Carrier rep states the issue is with 10 out of 47 devices unable to browse internal websites
• Customer is on Domino mail platform

Question:
What is the Response Time?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 3
• Call is initiated
• Customer has a valid Priority – BBPRIO contract
• Customer states they have a widespread email outage affecting all users on the server
• Customer is on Novell GroupWise

Question:
What is the severity of this incident?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 3
• Call is initiated
• Customer has a valid Priority – BBPRIO contract
• Customer states they have a widespread email outage affecting all users on the server
• Customer is on Novell GroupWise

Question:
What group is the call escalated to?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 3
• Call is initiated
• Customer has a valid Priority – BBPRIO contract
• Customer states they have a widespread email outage affecting all users on the server
• Customer is on Novell GroupWise

Question:
Is this a phone or email transfer?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 3
• Call is initiated
• Customer has a valid Priority – BBPRIO contract
• Customer states they have a widespread email outage affecting all users on the server
• Customer is on Novell GroupWise

Question:
What is the Customer Type in Severity Routing Wizard?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Advantage Account Type
• Customer read a news stating that this year, BES 5 will end. Customer would like to know what to do to with their devices running OS version of 7 below.
• Customer is on Exchange 2013

Question:
What is the Customer Type in Severity Routing Wizard?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Advantage Account Type
• Customer read a news stating that this year, BES 5 will end. Customer would like to know what to do to with their devices running OS version of 7 below.
• Customer is on Exchange 2013

Question:
What is the Response Time?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Advantage Account Type
• Customer read a news stating that this year, BES 5 will end. Customer would like to know what to do to with their devices running OS version of 7 below.
• Customer is on Exchange 2013

Question:
What is the severity of this incident?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Advantage Account Type
• Customer read a news stating that this year, BES 5 will end. Customer would like to know what to do to with their devices running OS version of 7 below.
• Customer is on Exchange 2013

Question:
Is this a phone or email transfer?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Premium Account Type
• Customer is unable to set up hosted email on a BB10. He is the only one affected out of 3000 users in the organization.
• Customer is on Exchange 2013

Question:
What is the severity of this case?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Premium Account Type
• Customer is unable to set up hosted email on a BB10. He is the only one affected out of 3000 users in the organization.
• Customer is on Exchange 2013

Question:
What is the Customer type in Severity Routing Wizard?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 4
• Call is initiated
• Customer has a valid Premium Account Type
• Customer is unable to set up hosted email on a BB10. He is the only one affected out of 3000 users in the organization.
• Customer is on Exchange 2013

Question:
Is this a phone or email transfer?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 5
• Call is initiated
• Customer has a valid Advantage Account Type
• Users are not able to communicate to the server. All users are affected in the organization.
• Customer is on Exchange 2010

Question:
What is the severity of this case?

Please provide answers that utilize the Severity code.

(Priority-Severity)
• Critical (P1)
• Significant (p2)
• Moderate (P3)
• Nominal (P4)

Scenario 5
• Call is initiated
• Customer has a valid Advantage Account Type
• Users are not able to communicate to the server. All users are affected in the organization.
• Customer is on Exchange 2010

Question:
Is this a phone or email transfer?