1) Cst called us and want to connect with Exchange manger CCA Action .... a) Direct Cst to Exchange b) Inform CST his request is not available c) create TT with SLA 24H 2) cst called us and need to change his main cable due to problem in the internet ,,his subscription voice only from WE and subscribed in internet with another ISP,, your action: a) Direct CST to his company which subscription internet with it b) Create ticket on ADF c) Inform CST his request is not available 3) CST called us and has voice down , when create ADF TKT we found his number as below ,,,,,you can submit a TKT for him normally .. a) TRUE b) FALSE 4) CST voice only and has voice down ,,While creating ticket on ADF ,, Complain Type Code in below picture a) خدمة العملاء – شكوى هامة 21 أو خدمة المواطنين b) بدون حرارة 1 c) عطل جسيم 5) In case CST ask to Temporarily suspend voice and CCA direct CST to CSO ,, no need to inform CST about Required papers : a) FALSE b) TRUE 6) CST (voice only) and Need to change His Box due to has Noise Issue CCA right Action… a) Inform CST that Not Available b) Direct Cst to CSO c) Follow normal T.S with Cst 7) CST called us and ask to raise attainable speed for his line due to his internet speed is low,, noting that CST subscribe with us on voice only and his internet subscription with another ISP ,, your action a) Direct CST to his company which subscription internet with it b) create TT c) Direct CST to CSO 8) CST called us and complaint from main wire length and need to change it due to voice issue ,, Noting that his subscription voice only from WE and his internet subscription from another ISP,, your action: a) Direct CST to his company which subscription internet with it b) Check problem with CST and Create ticket on ADF c) Direct CST to branch 9) In case CST called us and asked for (Abu Tariq's Koshary) number,, Noting that,, this number is not available on wiki,,, CCA action a) Direct him to call 140 dalil b) Direct him to cso c) Transfer him to 140 dalil 10) In case customer complaint from Branch Employee Agent due to Wrong Action, CCA Create TT : a) FBB Non Technical Complaint - Retail QA Complaints - Wrong Action b) FBB Non Technical Complaint - Customer Service QA Complaints - Wrong Action c) FBB Non Technical Complaint - Customer Service QA Complaints - Bad Attitude

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