wk1 asses

1)
What affirmative statement (willingness to help) should we give our customers before beginning to troubleshoot their issue?
a)
I can assist you with...

**b)
I can [certainly] help you with that...
c)
Sure we can look into that...
d)
For that I will need your phone number on the account.
2)
What is an example of a Call Management statement that we give customers prior to asking for information to pull up their account?
a)
Before we start, can i have the phone number on the account?
b)
Let me ask you questions before we start, so I can pull up your account.
c)
For verification purposes, I will first need to ask a couple of questions to verify your account, then we can start troubleshooting. Can I please have the phone number on the account?

**d)
To get us started, I will need some information from you and then we can begin troubleshooting. Feel free to ask questions along the way, okay?... May I please have the phone number on the account?
3)
What do you need to verify before giving out account/customer specific information or resetting passwords?
a)
speaking with account holder or spouse
b)
modem MAC ID or answer to security question
c)
social security number (SSN)

**d)
both a and b
e)
both a and c
f)
all of the above
4)
If the account holder or spouse cannot answer the security question correctly, then we can no longer assist the customer. We need to transfer to Tier 1 without further verification.
a)
True

**b)
False
5)
Best Effort is defined as; "If you know how to resolve the problem attempt, otherwise direct the customer to the vendor without attempting any actions."
a)
True

**b)
False
6)
The BPS allows a customer to

**a)
manage email accounts
b)
change billing address
c)
order modem replacements
d)
reset the modem
7)
What is responsible for converting domain names into IP addresses?
a)
CMTS
b)
DHCP

**c)
DNS
d)
BPS
8)
The DHCP server:
a)
acts as an IP phone book

**b)
assigns/leases IP addresses
c)
controls modem service speeds
d)
all of the above
9)
To which support group do you transfer Cable TV issues?
a)
Tier 3
b)
Tier 2

**c)
Tier 1
d)
MOD
e)
GNOC
10)
For you to troubleshoot internet connection issues, you need to be talking to the master account holder or spouse.
a)
True

**b)
False
11)
What IP address will a PC most likely get when hooked up to a router instead of directly to the modem?
a)
169.xxx
b)
24.xxx
c)
127.xxx

**d)
192.xxx
12)
Which of the following IP addresses on the computer will DEFINITELY NOT allow access to the internet?

**a)
169.213.23.78
b)
192.168.0.115
c)
69.75.21.112
d)
24.61.38.90
13)
Prior to escalating to Tier 3, your ticket in remedy must be in Open status and must have a sub-type of Tier 3, an escalation reason, and then get MOD approval prior to contacting Tier 3.

**a)
True
b)
False
14)
After resetting a password in Remedy, what do you need to go through with the customer?
a)
provide the generated password and the Remedy ticket number and close the call
b)
ask for the preferred password and enter it into the account

**c)
provide the generated password and walk the customer through help.rr.com to access his/her account and change the password to his/her preference
d)
inform the customer that he can use any password to get into his account within 24 hours
15)
The following are examples of public IP addresses, EXCEPT:
a)
69.xxx
b)
204.xxx
c)
169.xxx
d)
66.xxx
e)
10.xxx
f)
both b and c

**g)
both c and e
h)
none of the above
16)
A Tier 2 agent can change a customer's Master email account name.
a)
True

**b)
False
17)
The statement in the Customer Problem field in Remedy should follow the following rules, except:
a)
Should start with a capital letter
b)
Should not contain the word "customer"
c)
Proper Nouns should start with a capital letter (i.e., Internet)
d)
Should not contain contractions

**e)
Should always end in a period
f)
All words must be spelled correctly
18)
Under which tab in Remedy can the customer's email account information be found?

**a)
Contact
b)
Email
c)
Problem/Troubleshooting
d)
Related Items
19)
The following are ways to search for a customer in Remedy, EXCEPT:
a)
phone number on the account

b)
division and first & last name
c)
division and account ID
**d)
modem MAC ID
e)
division and master email
20)
If the customer is using Digital Phone to talk to you and you need to reboot the modem, inform the customer that he/she will be disconnected and then use the Reboot Modem function in UDI.

**a)
True
b)
False
21)
A Trouble Call is required for a customer if the power levels of the modem are outside of acceptable ranges and customer has connectivity issues.

**a)
True
b)
False
22)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) What is the customer's public IP address?
a)
70.117.219.117
b)
24.28.225.239
**c)
70.115.183.68
d)
00-0F-21-34-77-6A

e)
66.68.192.233
23)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) Based on the MD5 file, what service/s does this customer have?
a)
Road Runner residential, with 1 IP address and Digital Phone

**b)
Road Runner residential, with 3 IP addresses and Digital Phone
c)
Road Runner business class, with 3 IP addresses
d)
Road Runner business class, with Digital Phone
24)
If a modem appears to be Inactive in UDI even after rebooting, transfer the customer to:
**a)
Tier 1
b)
Tier 2

c)
Tier 3
d)
MOD
25)
If the modem has bloc sync, then whatever CPE is connected to the modem (i.e. computer or router) should be able to acquire a Road Runner public IP address.
**a)
True

b)
False
26)
In UDI, you see a bridged MTA device under the "Cable Modem & Associated CPE Devices" section. What can be accurately deduced from this?
**a)
the customer has a VOIP phone (Digital Phone) plugged into the modem

b)
the customer is using Digital Phone to talk to you
c)
the MTA device is a router
d)
the PC is not hooked up to the modem
27)
In UDI, the "Uptime" field indicates the time since the modem was rebooted, either by manually powercycling or by resetting the modem in UDI.

**a)
True
b)
False
28)
Under the "Cable Modem & Associated CPE Devices" section in UDI, "Data" can be a router, a computer's NIC, a gaming console, or a Digital Phone.

a)
True
**b)
False
29)
What is the best way to reset an MTA modem?
a)
Customer unplugs the power cord of the modem to turn it off, then plug it back in
b)
Customer takes out the battery and unplug the power cord, then plug it back in

**c)
Agent uses UDI and click Reset this Modem
d)
Customer uses the reset button at the back of the modem
30)
The following are ways of searching for a customer/modem in UDI, except:
a)
Modem MAC address

**b)
First and Last Name
c)
Phone Number
d)
Account ID