Test CME 2.0 1 How often NetApp ask customers for improvements for the technical support experience?

1 How often NetApp ask customers for improvements for the technical support experience?

2 Number one feedback from customers across years

. A) Cases substantially updated

. B) No callback at proper times

. C) Improper business impact set

3 How a case could be created. Select all that apply.

. A) By phone

. B) In the support site

. C) Automatically created

. D) By CSR

4 When the CFT must be collected? Select all that apply

. A) At any time

. B) At the first contact with customer

. C) Before start swarming or before an HO

5 When is proper to start swarming? Select all that apply

. A) At any time if we are not progressing the case

. B) Just before to perform an HO

. C) At the beginning of the case or at any phase if we do not have a clear understanding of customer problem although details and framing information have been provided by the customer

. D) Just after initial troubleshooting

. E) After CFT and data collection

6 What are the TRO timeframe responses? Select all that apply

. A) As per priority

. B) As per entitlements

. C) As per priority and entitlements

. D) As per case alerts

. E) There is no time limit that applies to TRO

7 What PAVE means?

. A) Proactive Approach Vs Expectation

. B) Provide Information Ask for Information Verify Contact Expectation Set

. C) Product Add Variance Execute

. D) Provide and Acknowledge Ask for Clarification Expectation Limit

8 When the case framing has to be performed? Select all that apply

. A) As soon as the problem description and business impact have been provided

. B) At first interaction with customer

. C) When we know what the problem is, how is affecting customer and when we provide a solution

. D) Before we will do swarming or HO

9 Data gathering includes: Select all that apply

. A) Only Perfstat and nSANity tools

. B) Only bundles when applies

. C) As much information we could have from customer regarding his problem and environment

. D) Only what CFT ask for

10 For data analysis we could: Select all that apply

. A) Just analyze it on our own

. B) Do swarming for assistance

. C) Ask and SSE2 to review the data collected

. D) Analyze it by us first and in case there is no clarity then do swarming

11 When can be found the process for Non responsive Customers?

. Information Center

12 When customer can open a new case? And we the reopen process is found?

. At any time and in the information center

13 If the CFT it is not clear or if SmartSolve it is not working where do we can find technical triage templates?

. KB Site

14 What defines that a case has to be P1?

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