Question 6 of 71
Under which condition is a Business Partner/Avaya Tier 2 not required to escalate to Avaya Tier 3?
    Correct Answer: B

    The condition under which a Business Partner/Avaya Tier 2 is not required to escalate to Avaya Tier 3 is when the Business Partner/Avaya Tier 2 has isolated the issue and found a resolution. This means the problem has already been identified and resolved, eliminating the need for further escalation.

Question 7 of 71
After completing Discipline 4, Determining Root Cause, of the 8D Troubleshooting Methodology, what is the next discipline to be completed?
    Correct Answer: C

Question 8 of 71
Who is responsible for Discipline 4, Determining Root Cause, of the 8D Troubleshooting Methodology?
    Correct Answer: D

    Discipline 4, Determining Root Cause, of the 8D Troubleshooting Methodology is typically the responsibility of Avaya Tier 3. Tier 3 support is generally responsible for the most complex and in-depth issues, making them suited for root cause analysis.

Question 9 of 71
In the 8D Troubleshooting Methodology, which two steps does Discipline 3, Contain Interim Actions, involve? (Choose two.)
    Correct Answer: A, D

    In the 8D Troubleshooting Methodology, Discipline 3 focuses on isolating the problem and preventing it from escalating. Developing immediate controlled actions to isolate the problem ensures that the issue is contained while working on a permanent solution. Additionally, trying actions that bypass the issue, such as creating a temporary workaround, is also a part of containing interim actions to restore service temporarily. These two steps are aimed at managing and controlling the issue in the short term.

Question 10 of 71
Avaya currently uses the online tool called Avaya Diagnostic Methodology (ADM) for partners to raise trouble tickets and receive assistance, and expects customers/partners to have performed the following tasks before raising a trouble ticket.
1. Clearly stated the problem.
2. Detailed the findings.
3. Clarified the problem.
When they receive the trouble ticket, what is the next step in ADM that Avaya Tier 3 support will perform?
    Correct Answer: C

    After receiving the trouble ticket, the next logical step for Avaya Tier 3 support in the ADM process is to implement a solution. This involves diagnosing the issue based on the stated problem and findings, and then taking actionable steps to resolve the issue. Installing a patch, praising individuals, or updating the Knowledge Management database are not primary actions that directly address the immediate need for problem resolution.