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Module 10: Cisco SMB Support Assistant
Review Questions
If your customer’s hardware were to fail on Friday at 8 PM and they initiate a service request shortly thereafter, when should they expect to receive a replacement part?
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Select the best answer from the choices below. |
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A. A replacement part will be sent immediately upon receipt of the service request. The customer should expect the package to arrive on Saturday.
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B. An engineer will call on Monday during normal business hours. A replacement part will be shipped the same day if possible. |
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C. An engineer will call on Monday during normal business hours. A replacement part will be shipped the same day for arrival on Tuesday. |
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D. An engineer will call on Friday night to discuss the issue. If a replacement part is required, it will be shipped on Monday for arrival on Tuesday. |
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Sorry, that answer is incorrect. A Support Engineer will respond within one business day. Since the request came after hours, an engineer will respond on the next business day.
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Correct!
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Sorry, that answer is incorrect. Cisco SMB Support Assistant provides next business day delivery where available, otherwise same day ship applies. If the customer’s equipment is in an area where next business day shipping is not possible, their replacement part will be shipped the same day and arrive as soon as possible.
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Sorry, that answer is incorrect. Cisco will not provide a replacement part until a Support Engineer has determined that the issue is hardware related. Most issues can be traced to software or human error.
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