77-725 Exam Questions & Answers

SIMULATION

Project 3 of 7: Service

Overview

You are an administrative assistant for Fabrikam, Inc.'s Field Service division. You are preparing the monthly newsletter to be sent out to field service engineers.

Remember that mileage reimbursement claims must be submitted by the 15th of each month. Save the

mileage form as a PDF file and email it to your regional supervisor.

Bonuses are Changing

New Depot Return Process

All offices have received the new tracking form for repair depot returns. Complete the following tasks when

returning parts for repair:

Complete all fields in the Field Service section of the form.

Remove the top copy and file it in your office.

Securely attach the form to the part.

Package the part for shipment.

Ship to the home office and clearly label the box "For depot return".

All returns must be shipped to the home office to receive credit. The regional depots will close in two

months and will not be accepting return shipments.

Vice President's Corner

NOTE TO SELF: If the VP doesn't provide content by Wednesday, delete this section and put in something

generic about customer satisfaction.

Quarterly Results

NOTE TO SELF: This is a placeholder charter. Update the chart after the actual results are available on

Monday.

Add the contents of the file return.docx in the Documents folder below the heading "Bonuses are Changing".

A.

SIMULATION

Project 5 of 7: Housekeeping

Overview

You are helping to write training program modules for Contoso Suites. You are editing the second module for housekeeping associates.

Start of Shift The first thing you should do when you start your shift is check your schedule. The shift supervisor will provide you with a printed schedule listing the rooms for which you are responsible, and a recommended order for cleaning the rooms. Unless an early cleaning is requested by the guest, check-out rooms are given priority so that we can prepare them for the next guests. Use the inventory checklist attached to your cleaning cart to make sure that your cart is fully stocked before you begin your rounds.

Room Cleaning When you are ready to clean a room, knock and announce yourself as "Housekeeping." Give the guest sufficient time to respond (10 to 15 seconds). If the guest does not respond, let yourself into the room and begin cleaning. Start by cleaning the common room and sleeping areas. It is best to follow consistent steps when cleaning rooms. This will help to prevent you from missing anything. In the common room and sleeping area:

1.

Pick up and dispose of any trash.

2.

Empty trash cans.

3.

If the guest has checked out, replace the sheets on each bed with fresh sheets.

4.

Make the bed.

5.

Leave a "Contoso Special Treat" on each pillow.

6.

Dust all wooden furniture.

7.

Clean the coffee station (if necessary) and restock coffee, cups, and condiment packs.

8.

Vacuum the common room and sleeping areas.

Do not open the courtesy bar. Checking and restocking the courtesy bar is the shift supervisor's

responsibility.

It is important that you give special attention to the restrooms. The most common guest complaint is about

restroom cleanliness. We recommend a "top-down" cleaning method for restrooms:

1.

Clean all mirrors.

2.

Clean countertops and sinks.

3.

If damp, wipe down the shower and shower curtain.

4.

If necessary, replace toilet paper.

5.

Replace used towels and wash cloths.

6.

Pick up any trash and empty trash cans.

7.

Sweep the restroom floor and mop if necessary.

Final Check

Make a final check of the room before leaving.

Are the lights turned off?

Are the TV and coffee station turned off?

Is all trash picked up and disposed of?

Is the restroom door closed?

Close the door firmly and make sure that it locks behind you. Text your supervisor with the room number.

End-of-Shift

When you are finished, dispose of all trash in the large receptacles. Drop all sheets, towels, and other lines

into the laundry carts. Restock your cart so that it is ready for the next shift. If you have more than 30

minutes left after you have completed your assigned rooms, contact your supervisor for additional

assignments.

Add a Page Break immediately before the heading "Room Cleaning".

A.

SIMULATION Project 6 of 7: Recall Overview You work in Customer Communications at Northwind Traders. You are preparing a product recall

announcement.

We regret any inconvenience that this might cause you. Northwind Traders is dedicated to providing you with reliable, high-quality, and safe products. The product sticker on the bottom of the dehydrator can determine whether or not your dehydrator is included in the recall. For affected models, there is a slight risk that the product might overheat when used, resulting in a potential burn hazard. DO NOT RETURN TO YOUR RETAILER. Go to the Northwind traders web site at http:// www.northwindtraders.com/ and click on the "Product Recall" banner at the top of the page for return instructions. You will receive a full refund for the dehydrator and we will also ship you a replacement dehydrator.

REMINDER:

Add the Integral header with the title "PRODUCT ANNOUNCEMENT".

A.