ATT/VTech Main PMA WE02.03.24

This assessment is intended to test how well your tools and resources are being utilized in addressing customer's concerns. Use your critical thinking. READ THE INSTRUCTIONS CAREFULLY before providing an answer.

Featured Topic: Tools Utilization

Instructions: Apply your critical thinking. Read each scenario carefully. Determine whether there is a need to contact RA and explain why. For issues that do not necessitate contacting the RA hotline, provide the resources used (KB Article, Manual or PFG). Both answers must be correct to earn a point.

Sample Scenario: Gon has had the CS6929-2 for two years, and this is the first time she has had problems with her phone dropping calls. She mentions that her problem is very random, and when it occurs, she sees an error message of out of range on the handset's display and does not receive a dial tone.

Sample Answer: No need to call RA. Resource: KB Article 6215

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