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Beltway Final Assessment Flashcards | StudBud
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Beltway Final Assessment
Beltway Final Assessment
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A quiz to help with final assessment review #review
Flashcards
32 cards
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Practice quiz
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Questions
32
Answers
1
What ITG covers tiling or pixelating?
Equipment Issues
No Picture issues
Picture quality/image resolution issues
Guide issues
2
What icon opens the ledger in ACSR?
Dollar Sign
Checkbook
Sticky Note
Satellite
3
Where do calls need to be documented? (select all that apply)
Chatroom
Einstein
Biller
EROne tool
4
If a customer changes services in middle of a billing cycle what will they see on their bill
PPV Charges
Long Distance Charges
Prorated Charges
Taxes and Fees
5
If a customer wants HBO and you code for Showtime the customer will still be able to view HBO.
False
True
6
What is the credit limit for a rep per customer per day?
$300
$100
$60
$150
7
What is the ETF if a customer downgrades with a year left on agreement but keeps a LOB
$250
$50
$150
$0
8
When you see DCT in equipment codes, what type of box is that?
Digital set top box
DTA
EMTA
Wireless modem
9
When rebooting a box what will the customer receive on their guide to begin with?
Be back shortly
Reloading one moment
Connection will return shortly
To be announced
10
Which of the following is NOT considered an OTT solution?
Direct TV
Apple TV
Netflix
Roku
11
If a tech visit is needed within the 1st 30 days of a SIK that's a Failed SIK & may be charged
False
True
12
Clicking the "man" icon in ACSR takes you where?
Account Info
Customer Central
Location Info
Ledger
13
What area does coding NOT affect?
Equipment in the home
The amount of signal sent to the customer's set top box
Tech's work order
Customer's bill
14
What is NOT part of the greeting
your name
acknowledgement of the time of day
Comcast brand
offer of assistance
15
On the customer central page which section will alert you to past due charges?
Contact history
Accounts
Locations associated with account
Service for account
16
Where is "set the agenda" in the call flow?
S1
S2
S3
S4
17
What is the fastest audio cable?
Headphone
Optical
RCA
Beats by Dre
18
Where do you find unbilled charges in ACSR?
Statement
Location info
Ledger
Account info
19
Which section in Customer Central shows scheduled work orders
Account Info
Memos
Services
Pending Orders
20
What box will NOT allow a customer to order PPV?
HD receiver
SD receiver
X1 anyroom DVR
DTA
21
Which cable does Comcast provide with all HD boxes?
Composite
DVI
HDMI
Component
22
What tab appears in ACSR ONLY when you are adding Xfinity Voice to an account
Provisioning tab
Account details
Available campaigns
Job details
23
How can you locate the remote control codes for the customer?
Use an ITG
call 411
Call Xfinity customer service
Ask a chat pf
24
Customers can send signals to their own equipment via the self service options.
False
True
25
What Einstein article assists with offers a customer is eligible for?
Cpn2535
How1862
Prd1040
Pol1663
26
Which button can you click to find more info about a campaign
Dollar sign
Sticky note
Details
Available services
27
If a customer accepts SPP which of the following is true?
It will be added by Dispatch
Based on tech findings a trouble call fee may apply
The customer has to add it their self online
You add to the customer's account and no fee will be applied
28
In the trouble shooting method "divide and conquer" what is NOT a step?
Isolate
Enhance
Identify
Verify
29
I can understand your frustration is a good example of ________
Probing question
Transitioning to the sale
Empathy Statement
Paraphrase
30
Which article discusses NED adjustment policies and guidlines
Pol1663
Tlk1982
Prd1040
Tlk1671
31
The 2 types of adjustments are:
Check
Credit
Debit
Paypal
32
How does the ITG identify the specific box having issues?
Is this a known issue?
Asking how many boxes are affected
Serial number
Is the customer able to power cycle the box?
