1) In case customer has Major Fault update with no estimated time while no outage on CST360 and Passed SLA , CCA right action : a) will re-troubleshoot with following normal process b) will Re-escalate the ticket again c) will Close this ticket and re-troubleshoot 2) Cst need Installation Visit and after you make selt , result was 5M tkt will Escalate to:  a) NOC b) Second level support c) IU Maintenance 3) Ticket Wrong Card and Port second escalation will be escalate to : a) IU Maintenance b) Second level Advanced c) Pilot-Follow Up 4) CST has ticket WCAP With Update ( Re-splitted on correct Frame ) CCA right action : a) Re-escalate The Ticket direct to IU b) Re-Troubleshoot the case c) Inform Cst to connect From main 5) You can get WCAP case from WIKI using tree: a) Technical > Front line > logical cases > Wrong card and port b) Technical > Advanced support team > physical cases > Data Down cases c) Technical > Digital support team > physical cases > Wrong card and port 6) CCA will Re-escalated ticket (Wrong Card and Port) to IU , So the right SR : a) FBB Tech Problem>Wrong Card and port>Follow Up b) FBB Tech Problem>Wrong Card and port>Re Escalation c) FBB Tech Problem>Wrong Card and port>Follow up After SLA 7) While Escalate Ticket WCAP to IU , TTS status will be : a) Open b) Waiting for response c) Waiting for research 8) cst called you has WCAP at the same time has voice down .. Your action a) Escalate WCAP and mention the Voice problem b) Escalate Voice problem and mention the WCAP problem c) Escalate WCAP problem only 9) In Case WCAP case solved after cst connect from main , So the right SR : a) FBB Tech Problem>Wrong Card and port >Not Wrong Card and Port b) FBB Tech Problem>Wrong Card & port>Solved after connected from main c) FBB Tech Problem>Wrong Card and port >IU-Resplitted 10) Technical Visits should be for Up customers only a) True b) False

WCAP

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