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Seagate (TP) > Teleperformance Info > Flashcards

Teleperformance Info Flashcards

1
Q

What’s CSAT?

A 
Customer Satisfaction (CSAT)
it's a measure of how products and services supplied by a company meet or surpass customer expectation and our goal is 75%
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2
Q

What are the top elements of great CSAT?

A
  1. Quick issue resolution
  2. Issue resolution within a single interaction
  3. Friendly customer service representative.
  4. Follow up by the same service representative.
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3
Q

¿Como funciona la resolucion de un problema por medio de correos?

A

Desde la primera interaccion a la 3ra varios agentes tendran el caso, pero a partir de la 3ra, el agente se convierte en manager del caso. Este le dara una resolucion difinitiva.

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4
Q

What types of interaction do we have in Seagate?

A
  1. Inbound Calls.
  2. Emails
  3. Chat
  4. Social Media & Web messaging
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5
Q

What is partitioning?

A

Disk partitioning is dividing of the data storage space of a hard disk drive into separate areas referred to as partitions.

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6
Q

What’s Disk formatting?

A

It’s the process of preparing a hard disk or other storage medium for use, including setting up an empty file systerm.

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7
Q

What does disk partitioning tell?

A

It tells the OS how the drive space will be divided and used.

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8
Q

What is file corruption?

A

Every file on your system is a piece of electronic data. It has a certain structure, depending on what type of file it is, and a certain content. With the right information in the right part of the file, it functions normally. But if the wrong information is written to a file, or the right information is written in the wrong place, the data can become garbled and scrambled, leaving you with a corrupted file.

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9
Q

¿Cual es el formato nativo de Windows?

A

NTFS or New Technology File System.

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10
Q

¿Cual es el formato nativo de Mac?

A

HFS Plus (HFS+) (a.k.a Mac OS Extended Journaled) 32-bit file system that replaced HFS

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11
Q

What is APFS?

A

It’s the Apple File System introduced in the Fall of 2017.

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12
Q

What is PCC?

A

Port(USB), Cable (USB), Computer

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13
Q

What’s a freedom week?

A

It’s a vacation week without pay. You need to ask 1 month in advance.

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14
Q

What’s undertime?

A

It’s time required to do something mandatory or necessary., which needs to be covered sometimes with overtime on a Saturday.

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15
Q

¿Como enviar la fotografia para la credencial de TP?

A

ana.villegas@teleperformance.com y tambien a Pedro.Borroel@teleperformance.com
Subject: Nombre Completo y #CCMS 3911872
adjuntar la fotografia con fondo blanco

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16
Q

What is a drive interface?

A

The type of cable the HDD uses to connect with the computer.

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17
Q

What are the most common USB cables?

A

USB Type A
(The most typical)
USB mini B (como el de RCA mp3)
USB 2.0 Micro B como el de mi primer HUAWEI.

USB 3.0 Micro B tiene como una division en

USB 3.1 Type C (como el de mi P30 LITE

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18
Q

What is a thunderbolt cable?

A

Es un cable con un transfer rate de 10 hasta 40Gbps.

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19
Q

What is an RMA?

A

Return Merchandise Authorization or Return Goods Authorization (RGA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product’s warranty period.

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20
Q

A quien contacto en cuanto a becas?

A

Livier.Albanes@teleperformance.com

winkler.40@tpnsn.com

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21
Q

What is EFI?

A

The EFI (Extensible Firmware Interface) system partition or ESP is a partition on a data storage device (usually a hard disk drive or solid-state drive) that is used by computers adhering to the Unified Extensible Firmware Interface (UEFI).

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22
Q

What’s EDW?

A

Enterprise Data Warehouse

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23
Q

What can you verify in EDW?

A

warranty and date
Product info.
Manufacturing

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24
Q

What does OEM stand for?

A

Original Equipment Manufacturer.

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25
What is an ARO?
Advanced Replacement Option
26
What's the data transfer rate of a USB 1.0 Low-Speed?
1.5 Megabits per second (Mbps)
27
What's the data transfer rate of a USB 1.1/Full-Speed?
12 Mbps
28
What's the data transfer rate of a USB 2.0/Hi-Speed?
480 Mbp
29
What's the data transfer rate of a USB 3.0/SuperSpeed?
5 Gbps
30
What's the data transfer rate of a USB 3.1/SuperSpeed:?
10 Gbps
31
What's the data transfer rate of a thunderbolt 1 cable?
10 Gbps
32
What's the data transfer rate of a thunderbolt 3 type C?
From 10 to 40 Gbps
33
When do we use the Seagate Recovery
When the customer wants to recover data and his disk is not damaged.
34
How do you identify when the HDD has a fabrication error?
Windows 3.86GB 4.14 GB para Mac
35
What's an OEM?
It's an Official Equipment Manufacturer?
36
¿Cuando se le da una extension de garantia al cliente?
Cuando el cliente haya comprado el producto en amazon recientemente y tenga su comprobante de compra.
37
What does POP stand for?
Proof of Purchase
38
What does RUSS stand for?
Rapid Update Screen for Serial
39
What does MIT stand for?
Missing In Transit
40
When do you cancel a warranty?
When the device or HDD has been stolen
41
What is ARF?
Asset Recovery Fee
42
Where can you find the inventory?
Allocation workbench
43
What does NMS stand for?
it means Network Management System
44
What's NPS?
Net Promoter Score
45
What is GRS?
Global Return System
46
What does RAID stand for?
Redundant Array of Inexpensive Disks. That means that RAID is a way of logically putting multiple disks together into a single array.
47
RAID 0
One file is divided into 2 parts in 2 different drives saving storage space.
48
RAID 1
This mirrors data to another drive, utilizing storage space in both drives
49
RAID 3
4 drives 2 halves and a parity
50
RAID 5
4 drives 1 parity, file is divided into 3 drives.
51
RAID 6
5 drives, 2 parities, file divided into 3 drives
52
RAID 10
No parities, it has 2 mirrors in 4 drives.
53
What is concatenation (BIG)?
It's a series of interconnected things or events. | the action of linking things together in a series.
54
Where do I find my schedule?
In PPC1
55
LA WIKI'S LINK
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Pages/SeaHelp.aspx (It should be pasted on an incognito window)
56
How do you get to the encrypted messages?
Information Exchange dentro de CCMS (en la lupa de busqueda)
57
What is SCR?
Symptom, Cause, Resolution | They're very useful
58
What are these acronyms CS, Misc., PS, TS?
Customer Service(Support), MIscellenaous, Pre-sale and Trouble Shooting.
59
SCR Master Table (Symptom, Cause and Resolution)
Se encuentra en La Wiki
60
SEAGATE CREDENTIALS
``` GID/Username: 758177 Password: Fer280784Sanz Two Factor Code/2FA: 5SFDHD3WE7HBXKBD Email: fernando.s.reyes@seagate.com Password dentro de 365 Office: Fer280784Sanz ```
61
O365 Office and Salesforce - Citrix
Es la opcion para llegar a las herramientas de Microsoft including outlook
62
What's the link for SalesForce
https://seagate.my.salesforce.com/console
63
Customer Support Salesforce
https://seagate.my.salesforce.com/console?tsid=02u300000014UPR
64
What's the link for USB external troubleshooting?
https://www.seagate.com/support/kb/usb-external-troubleshooter-003581en/
65
What's the link for SEAGATE tools?
https://lco-ssl.seagate.com/cts
66
What's my AVAYA ID number?
5099359
67
POST CALL INFORMATION SURVEY
https://forms.office.com/Pages/ResponsePage.aspx?id=aiFm1EPGSkOcLgV0SMF8vrVAZPFHbclOjfp19ySDWL5UNjVLUEVKN1o2SUVXME4xOVJPTUJNUTJHSi4u
68
What's the ecomm 2? (It's inserted when you are sending an RMA number)
"Seagate will send you an email acknowledging your order with additional information regarding Seagate's return policy, shipping instructions, and the previously mentioned online terms that apply to your order. Please call us back if you do not receive such an email in the next hour. If you do not accept any of the terms contained in that email, please call us back within the next 3 hours and we will cancel your order."
69
What's the ecomm 1?
"By submitting your return order over the phone, you agree to the Seagate privacy policy and Seagate online terms and conditions available at the legal page on our website at www.seagate.com, and to the return policy, shipping instructions, and E-Commerce & RMA Terms available on the support pages of our website. You will be provided an order acknowledgement following submission of your order, giving you the ability to review the entirety of these online terms and contact Seagate if you have any questions, or cancel your order if you do not agree to these terms. To proceed with your order please indicate whether you accept." Customer must say YES.
70
Where to go to obtain Customer Delight Promo Code?
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Pages/SeaHelp/AMER%20-%20Home%20Page/Policies/Customer%20Delight/Customer%20Delight%20Promo%20Code.aspx
71
3rd party URL
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Pages/SeaHelp/Global%20Support/Third%20Party%20URLs.aspx
72
call flow
https://seagatetechnologymy.sharepoint.com/:p:/g/personal/omar_lopez_seagate_com/EbGji8eHvMFCjavZje2qMS4BY7bn4Ggh3jqEOgl3IsXEIw?e=2jGfhZ
73
Free in-lab Recovery CREATION
https://seagate.my.salesforce.com/apex/SRS_Jobtrk_RR?sfdc.tabName=01r30000001c9SM
74
Codigo para el Delight Recovery
2019Delight04
75
THIRD PARTY SCRIPTS
"Please be aware that the provided URL(s) is not a Seagate maintained or monitored website."
76
Call Interaction TRACKER is mandatory
https://forms.office.com/Pages/ResponsePage.aspx?id=aiFm1EPGSkOcLgV0SMF8vqQ3k_iEtOFJg26hj-4vnGJUOVVVMUU3TENVVzVKR1pJWlUzVEU4NUNHSy4u
77
VERBIAGE SCRIPTS
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Pages/SeaHelp/AMER%20-%20Home%20Page/Policies/Verbiages%20Master%20List.aspx
78
FREE SHIPPING LABEL CREATION
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Pages/SeaHelp/AMER%20-%20Home%20Page/Warranty/Apps/Campus%20Ship/Creating%20an%20Electronic%20Return%20Label%20in%20UPS%20CampusShip.aspx
79
NEW DAILY CASE TRACKER, VICTOR'S TEAM
https://forms.office.com/Pages/ResponsePage.aspx?id=aiFm1EPGSkOcLgV0SMF8vqQ3k_iEtOFJg26hj-4vnGJUNUJQNUZFN1VYNkpYUlFEVlZVMFpKUkpQMy4u
80
POWER SUPPLIES AND HARD DRIVES COMPATIBILITY FOR LACIE
https://seagatetechnology.sharepoint.com/sites/GCSites/wikihome/GS%20Documents/PowerSupply_compat.pdf#search=LACIE%20mini%20Hub
81
USB Cables and Speeds for LaCie
https://www.lacie.com/manuals/lacie-mobile-drive/cables-and-connectors/
82
Toolkit's User Manual
https://www.seagate.com/files/www-content/manuals/tool-kit/pdf/tool-kit-en_US.pdf

Seagate (TP) (4 decks)

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