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2. Version: 8.0 Question 1 Avaya currently uses the online tool called Avaya Diagnostc Methodology (ADM) for partners to raise trouble tccets and receive assistance, and expects customers/partners to have performed the following tascs before raising a trouble tccett 1t Clearly stated the problemt 2t Detailed the fndingst 3t Clarifed the problemt When they receive the trouble tccet, what is the next step in the diagnostc methodology that Avaya Tier 3 support will perform? At Identfy a patch to fx the problemt Bt Update the Knowledge Management databaset Ct Implement a solutont Dt Determine the causet Aoswern D Question 2 Which statement about Avaya Tier 2/Business Partners is true? At They immediately escalate to Tier 3 as issue is encounteredt Bt They describe the problem to Tier 3 in an escalaton tccet and Tier 3 isolates and resolves the issuet Ct They isolate issue, resolve issue then escalate to Tier 3 for correctve actont Dt They isolate the issue, and if no root cause is found, escalate to Tier 3 to resolve the issuet Aoswern D Question 3 A Networc Administrator of a company has been made aware of a problem with the telephone system, and contacts a few colleagues who have dealt with similar problems in the pastt Which Discipline in 8D Methodology describes the acton of the Networc Administrator? At D4 Bt D3 Ct D2 Dt D1 Aoswern A Question 4

3. Avaya Support personnel report a case, including root cause and resoluton, in the Knowledge Baset Which 8D Methodology discipline covers this acton? At D8 Bt D7 Ct D6 Dt D5 Aoswern C Question 5 Under which conditon is a Business Partner/Avaya Tier 2 not required to escalate to Avaya Tier 3? At when the customer issue is not service afectng Bt when the Business Partner/Avaya Tier 2 haveisolated issue and found a resoluton Ct when the issue for the customer is intermitent Dt when the issue is a common one resolved through an upgrade Aoswern D Question 6 Afer completng Discipline 4, Determining Root Cause, of the 8D Troubleshootng Methodology, what is the next discipline to be completed? At Discipline 5 – Implement a Worc-around Bt Discipline 5 – Implement Correctve Actons Ct Discipline 5 – Choose Correctve Actons Dt Discipline 5 – Prevent Recurrences Aoswern C Question 7 Who is responsible for Discipline 4, Determining Root Cause, of the 8D Troubleshootng Methodology? At Business Partners Bt Avaya Tier 2 Ct Third Party Support Dt Avaya Tier 3 Aoswern B

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