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Duplicate of RSC New Hire Flashcards | StudBud
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Duplicate of RSC New Hire
Duplicate of RSC New Hire
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Review for Exam
Flashcards
70 cards
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Practice quiz
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Host live
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Questions
70
Answers
1
What makes SPP easy to understand and implement
It drives triple play sales
Multiple regional offers
It bundles services to distract from slow internet speeds
It provides variable pricing
2
To view digital programing what two items must a customer have?
HDMI cable, HDTV
TiVo, VCR
Digital receiver, Digital tuner
TV Antenna, SDTV
3
What video services require a set top box?
Select
Silver
Gold
All of the above
4
This wire connects the CPE to the Tap
Fiber
Electrical Wire
Trunk Cable
Drop Cable
5
How many days after SPP launches can we offer it to our NEW customers?
16 days
31 days
24 days
21 Days
6
Which 3 states have to offer Basic Voice even after the launch of SBPP
South Carolina, California, Minnesota
Minnesota, South Carolina, New York
California, South Carolina, New York
New York, Minnesota, California
7
Spectrum Business internet includes how many security licenses?
15 security licenses
25 security licenses
10 security licenses
20 security licenses
8
The ability to control a digital receiver from a remote location is defined as what?
Remote control
Non-Addressable
Lazy
Addressable
9
The starting point for accessing customer accounts is the _________ screen
Jobs
Account
Common Search
Location
10
How can ACSR help you search for a partial Address?
Use location Icon
Use the blue person
Use the Common Search Basic Tab
Use Common Search advanced Tab
11
What are the three Navigation tools used in ACSR?
Location, Equipment, Search
Dispatch Inquiry, Satellite, Equipment
Common Search, Common Tool Bar, Main Menue
Blue person, House, Street
12
True/False: Customers can add legacy services to an SPP account
True
False
13
Having a positive attitude is an example of what?
Listening Skill
Soft Skill
Hard Skill
Hands on Skill
14
To add equipment, click Customer Equipment then click...
Add
New
Remove
Old
15
What should Spectrum Business Internet Customers know about Spectrum WIFI under SBPP
All of the above
Spectrum hotspot is included with internet sales
Business WIFI in included with Internet Sales
Spectrum hotspot MUST be installed even if they Opt out
16
Price for each video package when upgrading
$20
$40
$30
$10
17
The Job Search window can help you determine whether outages exist in you service area
True
False
18
What is meant by the term POTS (plain old telephone service)
A multiplexing technique for providing wireless
The standard twisted pair telephone wires in most homes
A completely digital telephone network
A technology that enables high speed internet
19
A RSC's Jurisdiction covers what?
Tech assist
Customer assist
Maintenance assist
Billing assist
20
You should always cancel a job using the status drop down menu on the _________ screen
Scheduling
Customer
Jobs
Equipment
21
3 System options when signing into ACSR
All of the above
Production and Training
Training
Production
22
Bonus: DOCSIS means what?
WIFI
Video
Internet
Phone
23
What icon is used to access account information
Check book
Satellite
Blue person
Wrench
24
Which of the following allows the customer to enjoy faster internet speeds compared to dial up
Public Switched telephone network
The demarcation
VOIP
A cable modem
25
Charter is in the process of _______ regions that still have analog services.
Selling
Building
Transitioning
Disconnecting/abandoning
26
Job Class, Status and Schedule date will appear on what screen?
Order Details
Job Details
Summary
Serviceability
27
Signal ingress means?
Signal amplificaton
Signal Leaking out
Signal attenuation
Signal leaking in
28
If a tech has been added & saved to rotations how can they be show in Routing & Dispatch window
Modify your filter session and add the new technicians
Just add the new technicians
Dispatch & Inquiry & Update
Non of the above
29
What should customers know about Spectrum internet with WIFI under SPP
Wifi speeds are the advertised speeds for all service tiers
It's included at no charge to all Ultra Customers
There is never an activation fee
It will no longer provide access to legacy hotspots
30
Which of the fallowing is a common demarcation point?
Customer Premises Equipment (CPE)
Digital Transport Adaptor (DTA)
Telco Network Interface Device (NID)
Multi Terminal Adaptor (MTA)
31
Select the two dispatch messaging filter types?
Routing criteria, Job criteria
Job criteria, Technician
Dispatch criteria, Job criteria
Technician, Routing criteria
32
What options do you click on to reduce the manual entry of repetitive data used through the day
File then search
View then refresh
Tools then default data
Help then about
33
What is the charge for a SBPP set top box?
$5.99
$6.99
$7.99
$4.99
34
How does SPP provide superior customer experiences
A box for every outlet
No hidden fees or taxes
No contracts
All of the above
35
What is the Prin?
6 digit # identifying a cust location within a region
8 digit # identifying a cust location within a region
4 digit # identifying the cust location within a region
5 digit # identifying the cust location within a region
36
What dialog box allows dispatchers to see a map representation of the Routing & Dispatch window
Google Maps
Workforce Management Map
Job processing Window
GPS Maps
37
True/False: Charter will force customers to switch to SPP packages?
True
False
38
Which customer moves to SBPP rack rates?
New Customer
Triple play that downgrades two LOB's
Disconnected customer who reconnects after 31 days
All of the above
39
What does the Blue person icon do?
Equipment Screen
Job Details Screen
Serviceability Screen
Customer Central Screen
40
Select the three ways you can access the Job Processing window
Job Search, Dispatch & Inquiry, Map Dialog
Routing & Dispatch, Job search, Map dialog box
Map location, Routing & Dispatch, Job Details
Job Orders, access window, Map Box
41
Who are your internal customers?
Customer service
Your neighbors
Dispatch
Technicians
42
Access to selected shows from networks after they have aired is what?
TV Gold
On Demand
Paid Per View (PPV)
Free Primetime On Demand
43
How do you access the last 16 accounts
View
File
Tools
Help
44
What is the charge for a SPP Set top box?
$7.99
$4.99
$6.99
$5.99
45
To check a technicians buffer first click _______, then click location
Tools
Equipment
Location
Address
46
In which ACP Screen can you view how many jobs a tech has open
Service Details
Jobs
Dispatch inquiry and update
Account information
47
What do you do if auto-routing does not assign all the unassigned jobs to technicians?
Reset auto routing
Manually assign to any available techs
Manually assign jobs to available techs with required skills
Mass Assign to all techs
48
What icon is used for order history
Shopping cart
House
Dollar sign
Blue Person
49
What is the maximum length for a drop of RG11 cable?
400 Feet
250 Feet
500 Feet
150 Feet
50
Campaign code, Sales rep number, and Reason codes are located on which tab
Order Details
Provisioning Details
Services
Account Details
51
What is it called when you bundle 3 services
Double Play
Quad Play
Triple Play
Multi Play
52
Max length for RG-6 cable is ?
100 Ft
100 inches
150 Feet
150 miles
53
On which ACP screen can you access customer and account information and create work orders
Customer information
House information
Billing calculator
Service details
54
Which answer is not one of the 5 soft skills
Acting as a team player
Solid Communication
Job Knowledge
Positive attitude
55
What applies to the 30 day money back guarantee under SBPP
The refund may exceed $500
Request a refund within 60 days of the install
Installation fees may be refunded or credited
Prior to a refund, all equipment must be returned
56
What provides the customer with WIFI?
Tin foil hat
Satellites
Modem
Router
57
What option allows you to Sort, View, Process jobs, and monitor a tech's route
Equipment
Account
Dispatch inquiry and update
Monetary
58
What legacy services can be combined with SPP?
DOCSIS 2.0 Internet, DTA's, SD DCT Box
Home Security, Whole House DVR, Bulk Video
30meg internet, Streaming, Phone
VoIP, Digi Ter 1, 5meg internet
59
Which answer best describes the purpose of the reverse communication path
Delivery of voice data from the customer to the headend
Delivery of the guide listings to the STB
Delivery of programming from the headend to the STB
Delivery of authorization to view PPV movies to the STB
60
In ACSR, how do you abbreviate the street types
Avenue
Ave
Ave.
Av
61
Channel information sent to the customer with no return communication, what is this definition
One-way systems
Ingress
Two-way systems
Egress
62
What are three traits of effective listening?
Smiling, eye contact, interrupting
laughing, arguing, making it personal
Hearing, relating, understanding
nodding, rolling eyes, shaking head
63
True/False: There are 2 types of service changes, Addressable and Non-addressable?
True
False
64
What is ACP?
Enhancement to ACSR
Does nothing
Transfers accounts
Sends hits to equipment
65
What does the term house number mean?
9 digit zip plus 5 digit unique number
The address of the house
5 digit zip plus 5 digit unique number
4 digit zip plus 9 digit unique number
66
What are the 3 primary components for building relationships
Respect, Trust, Credibility
Trust, Loyalty, Honesty
Honesty, Trust, Credibility
Caring, Trust, Loyalty
67
The $ sign does what?
Equipment
Billing
Customer
Work order history
68
What is the house icon used to display?
Common Search
Billing
House status
Location Information
69
For an addressable service change, you must enter a reason code such as NT (no truck) to avoid
Scheduling a job
Adding a memo
Adding unnecessary services or discounts
Canceling a job
70
To begin a new connect order, highlight the new cust, then click the order drop down and select
Trouble Call
Special request
Job comment
Service order
