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B2C TSR REVIEW Flashcards | StudBud
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B2C TSR REVIEW
B2C TSR REVIEW
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Flashcards
35 cards
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Practice quiz
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Questions
35
Answers
1
What happens when you click on a particular outage on the Outage Board?
Additional information about that outage will be displayed
Outage Board closes and you are brought back to IDA
Outage Board closes and you are brought back to IDA
approx. time the outage will be resolved will flash on the screen 5 times
2
After scheduling the Work Order in LightSpeed, what steps are needed to create a Remedy ticket? Select all that apply:
Choose a Resolution Code
Submit the ticket
Add Notes
Choose a Cause Code
3
Under which tab we can check details about devices connected to the network in LightSpeed?
Currently Connect Host Details
Customer Information
Router Settings
Access Tech Info
4
True or False? A customer can use an Optimum Stream with Legacy Video equipment.
False
True
5
WHA (Whole House Activation) is used to...
Take Payments
Provision Equipment
Manage Phone Settings
Manage Optimum IDs
6
What TWO (2) tools from the list below would you use to help this customer? Select all that apply.
AST
IBA
BOOST
STAT
7
When you check Boost, the security status shows as "Paved", what will you tell the customer?
Unblock the ID in 24 hours
Inform the customer that his ID has been blocked b/c of suspicious activity
Offered to help reset the password or have the cx reset it themselves
8
After adding the MAC Address for the modem you will be provisioning, what is the next step?
Go to Summary tab
Reset CM Mappings
Validate the MAC Address
Allocate the modem
9
What Optimum Video equipment can be detected in LightSpeed to troubleshoot?
Optimum TV
Optimum One
Apple TV
Optimum Stream
10
The KDB provides access to information and functionality for the following: Select all that apply.
Glossary of terms
Customer Account Information
Authorized Payment Center (APC) locations
Rate Codes
Articles
Channel Guides
11
From the Interactions Homepage in IDA, where can you view promotions a customer is enrolled in currently?
Products & Promos
Work Orders
Contact Preferences
Adjustments
12
When running WHA what screen must you be in, in IDA?
Modify Services
Equipment Information
Repair tab
Interaction Home
13
Check all that are true.
If you don’t know how to t/s a particular issue, you should esc to the NOC.
A request to disconnect should be escalated to Shared Services
A request to disconnect should be escalated to Retention.
If a t/s issue for Video/Internet should be esc to Shared Services
14
Using the t/s Tips in LightSpeed, & you come across a red border around the "Outage" t/s step, what does this mean?
A Critical Outage has been detected.
Escalate to NOC.
A Service Visit must be scheduled.
Escalate to a supervisor.
15
Besides LightSpeed, how can we assist a customer with changing the password to their WiFi?
House History
MyOptimum App
Order Confirmation E-mail
Navigating on Behalf of the Customer via the eCustomer Care tool
16
In IDA, which Quick Link would you select to reschedule this customer's appointment?
Install
Modify Services
T/C
Reschedule Appt
17
What conditions must be met for us to be able to provision a device?
All cables must be properly connected
Device must be receiving a signal
Device must be powered on
Customer must subscribe to at least two core services
18
Which tool should be used for Credit Requests?
IDA
BOOST
VAT
IBA
19
Two tools can be opened by clicking the Clock icon in the bottom right-hand corner of DART. What are they?
Pactolus
DART
VAT
IBA
20
What tools in LightSpeed are used to troubleshoot WIFi issues? Select all that apply.
Services Enabled
WiFi Coverage Score
Live 2D Network Topology
21
Which Optimum products support Smart WiFi?
Sagemcom Router (Optimum)
Ubee Gateway
Optimum Extenders
Optimum One
22
To provision a STB, you should always use the following path:
IDA>BOOST
VAT>WHA>BOOST
DART>LIGHTSPEED>WHA
BOOST>WHA>VAT
23
True or False? An extender is not provisioned via WHA.
False
True
24
What information can be found in Multi-Room DVR tab?
SD Card Mounted
Space Alotted
Saved Recordings
Scheduled Recordings
25
Which tool will you use on almost EVERY troubleshooting call, regardless of whether it is for Video, Internet, or Voice?
IBA
DART
TRIO
BOOST
26
What are the important things we should reconfirm after scheduling a trouble call?
Inform customer someone over the age of 18 must be present during the appt.
All of the Above.
Verify phone number to be called the day of the appointment.
Reconfirm date/time frame for appointment.
27
With Optimum equipment, it is possible to have just one box for all the services (Internet, Video, Voice).
False
True
28
Outside of LightSpeed, where do you click to schedule a Trouble Call?
You must be in VAT to schedule a Truck Roll
There is a “T/C” link in the Quick Links section of IDA
You cannot schedule outside of LightSpeed. You must use LightSpeed.
There is a “T/C” link along the top of DART
29
In Remedy, you can add your own your own remarks in which of these sections? Select all that apply.
Work Log
Remarks
Problems of Note
Issue Description
30
What is the purpose of the House History tab in IDA?
To display activities on the acct, LIKE adjustments and changes of service.
To show how long the house has existed
To show if any famous people ever lived at the house
To display all the companies that have provided service to the location
31
A customer can watch Live television programming with an Optimum Stream.
True
False
32
A customer calls stating that their cable box has stopped working. What tool will you use to guide you to t/s?
BOOST
IDA
LightSpeed
VAT
33
If a cx asks you to generate a temp password, which tab will allow you to generate a temp password for the Optimum ID?
ID Management
Manage Modem
Static IP
Add On Svcs
34
Of the below reasons, which would require you to verify the customer's account with CPNI?
Requests to change the billing address
All of the above
Requests to reset the customer's online PIN
Requests for CDR (Call Details Records)
35
What feature is best utilized when handling devices of IoT?
BYOR
Band Stickiness
