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TSR Pre-Nesting Assessment West Flashcards | StudBud
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TSR Pre-Nesting Assessment West
TSR Pre-Nesting Assessment West
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Answers
1
What feature is best utilized when handling devices of IoT (Internet of Things)?
BYOR
Band Stickiness
2
What information can be found in Multi-Room DVR tab?
Scheduled Recordings
Purchase PIN
SD Card Mounted
Space Alloted
Saved Recordings
3
A CX calls in to because they arent ableto log in to his account When you check Boost its Pavedwhat would you tell theCX
Tell CXtheID islockedbecause ofsuspicious activity andhelpreset thepassword
Inform the customer that hisID has been blockedbecauseof suspiciousactivity
Inform the cxthe ID is blockedbecause of suspicious activity try againin 24
4
What are the important things we should reconfirm after scheduling a trouble call?
Reconfirm date/time frame for appointment
Verify phone number to be called the day of the appointment
Inform CX someone over 18 must be present at the time of the appointment
All of the Above
5
After adding the MAC Address for the modem you will be provisioning, what is the next step?
Validate the MAC Address
Reset CM Mappings
Go to Summary Tab
Allocate the Modem
6
True or False? A customer can use an Optimum Stream with Legacy Video equipment.
True
False
7
WHA (Whole House Activation) is used to...
Manage Phone Settings
Provision Equipment
Manage Optimum IDs
Take Payments
8
Which Quicklink would you select to reschedule a customers appointment?
Install
Modify Services
Reschedule Appt
T/C
9
In Remedy, you can add your own your own remarks in which of these sections? Select all that apply.
Problems of Note
Work Log
Issue Description
Remarks
10
True or False? An extender is not provisioned via WHA.
True
False
11
Which tool should be used for Credit Requests?
IBA
Boost
VAT
IDA
12
True or False? A customer can watch Live television programming with an Optimum Stream.
False
True
13
Which Optimum products support Smart WiFi?
Arris Modem
Ubee Gateway
Sagecom Router (Optimum)
Optimum Extenders
Optimum One
14
After scheduling the Work Order in LightSpeed, what steps are needed to create a Remedy ticket? Select all that apply:
Submit the Ticket
Escalate to Dispatch for Sooner Date Request
Choose a Cause Code
Add notes
Choose a resolution Code
15
Besides LightSpeed, how can we assist a customer with changing the password to their WiFi?
MyOptimum App
Order Confirmation E-Mail
Navigating on Behalf of the CX via eCustomer Care Tool
House History
16
Two tools can be opened by clicking the Clock icon in the bottom right-hand corner of DART. What are they?
VAT
DART
Boost
IBA
Pactolus
17
What conditions must be met for us to be able to provision a device?
Device must be leased from Optimum
Device must be powered on
Customer must subscribe to at least two core services
Device must be receiving a signal
All cables must be properly connected
18
If a cx asks to generate a temporary password which tab lets you generate a temporary password for the Optimum ID?
Add On Scvs
Manage Modem
Static IP
ID Management
19
A cx calls stating that their STB has stopped working What tool will you use to guide you to the proper troubleshooting?
IDA
Lightspeed
Boost
VAT
20
The KDB provides access to information and functionality for the following: Select all that apply.
Authorized Payment Center (APC) Locations
Rate Codes
Customers Account Information
Clossary of Terms
Articles
Channel Guides
21
When running WHA what screen must you be in, in IDA?
Equipment Information
Interaction Home
Modify Services
Repair tab
22
What happens when you click on a particular outage on the Outage Board?
Additonal information about that outage will be displayed
Account information for the account you are working in will be displayed
Outage Board closes and you are bought back to IDA
The approximate time the outage willbe resolvedwill flash screen five times
23
True or False? With Optimum equipment, it is possible to have just one box for all the services (Internet, Video, Voice)
True
False
24
To provision a STB, you should always use the following path:
IDA>Boost
VAT>WHA>Boost
Boost>WHA>VAT
DART>Lightspeed>WHA
25
Check all that are true.
A request to disconnect should be escalated to Shared Services.
A request to disconnect should be escalated to Retention.
If you don't know, escalate to NOC
Lightspeed will tell you if you should escalate to Shared Services
26
Outside of LightSpeed, where do you click to schedule a Trouble Call?
You cannot schedule outside of LightSpeed You must use LightSpeed or a lead
You must be in VAT to schedule a Truck Roll
There is a "T/C" link along the top of DART
"Trouble Call" by pressing the clock icon at the bottom of IDA
There is a "T/C" link in the quick links section of IDA
27
If youare using the Troubleshooting tips in Lightspeed and you come across a red border around Outage whatdoes this mean
Factory Reset the set top box
Escalate to a supervisor
A service visit must be scheduled
Escalate to NOC
A critical outage has been detected
28
What Optimum Video equipment can be detected in LightSpeed to troubleshoot?
Apple TV
Optimum One
Optimum Stream
Roku TV
Optimum TV
29
Of the below reasons, which would require you to verify the customer's account with CPNI?
Requests to reset the customer's online PIN
All of the Above
Requests for CDR (call detail records)
Requests to change the billing address
30
If your cx is locked out of their Optimum.net account, what two tools would you use to assist the cx?
Boost
IBA
Pactolus
AST
STAT
31
What is the purpose of the House History tab in IDA?
To show if any famous people ever lived at the house
display activities onthe account, suchas adjustments and changes of service
display all the companies that have provided service to the location
To show how long the house has existed
32
What tools in LightSpeed are used to troubleshoot WIFi issues? Select all that apply.
Services Enabled
WiFi Coverage Score
Live 2D Network Topology
33
Which tool will you use on almost EVERY troubleshooting call, regardless of whether it is for Video, Internet, or Voice?
IBA
TRiO
BOOST
DART
34
Under which tab we can check details about devices connected to the network in LightSpeed?
Currently Connected Host Details
Router Settings
Access Tech Info
Customer Information
35
From the Interactions Homepage in IDA, where can you view promotions a customer is enrolled in currently?
Products & Promos
Contact Preferences
Adjustments
Work Orders
