wk2 asses

)
If after rebooting the modem, non-TWC router, and PC the customer still cannot surf in spite of an "online" modem, remove the router. Connect the PC straight to the modem and the customer should be able to surf the internet.
a)
True - rebooting of the modem is NOT required

b)
False - modem needs to be rebooted after bypassing the non-TWC router
2)
When checking the tcp/ip settings of Mac OS X, the following fields should be empty: DHCP client ID Domain Name Servers Search Domains "Configure" should be set to "Manually".
a)
True

b)
False
3)
To check the IP address of a Windows 98, 98SE, or ME computer: Click Start > Run Type "winipcfg" > press Enter On the dropdown menu, choose PPP Adapter
a)
True

b)
False
4)
Once a sub-account is created in the BPS system, the customer should go back and make sure the "enable" box is checked in order to use that sub-account.

a)
True
b)
False
5)
On the command prompt, what command is used to determine if the computer can communicate with a server/computer on the internet?
a)
ipconfig

b)
ping
c)
nslookup
d)
netsh
6)
Deleted sub-account in BPS will remain in a "Pending Delete" state for 30 days, during which customers can still "Restore" the sub-account.

a)
True
b)
False
7)
What is the proper command to telnet a POP email server?

a)
telnet [POP server address] 110
b)
telnet [POP server address]
c)
telnet [POP server address] 25
d)
telnet [webmail address] 110
e)
none of the above
8)
In the BPS system (Account Managment) the customer can do the following, EXCEPT:
a)
Create/Delete sub-accounts
b)
Restore sub-accounts
c)
Change passwords for sub-account without knowing what their current passwords are
d)
Change the master account password

e)
Change the master account information (i.e., name on the account, telephone number, billing address)
9)
This command is used to determine the path taken from the PC/origin to a destination site, and also to find where the signal is dying?
a)
winipcfg
b)
ipconfig

c)
tracert
d)
ping
10)
Where you can you look for outages?
a)
ONS
b)
Remedy
c)
UDI

d)
all of the above
11)
To get information about email server names for a division, you can look at help.rr.com under Server Addresses and URLs

a)
True
b)
False
12)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupt IE

d)
NIC
e)
corrupt Winsock
f)
corrupt TCP/IP
13)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True

b)
False
14)
The customer typed "IPCONFIG ALL" on the command prompt of Windows XP. The result of this would be:

a)
Error: unrecognized or incomplete command line
b)
Access denied
c)
It will show the IP addresses of all adapters
d)
None of the above
15)
You can find email server settings for RR Divisions on the following, EXCEPT:

a)
rr.com
b)
help.rr.com
c)
Division Matrix
d)
None of the above
16)
When a customer has missing attachments or cannot receive messages with attachments in OE 6.0, we should take them to: Tools Options Security Tab Remove the check from "Do not allow attachments…"

a)
True
b)
False
17)
We support exporting/importing address books between Outlook Express and Microsoft Outlook. This should not be a referral to Microsoft.
a)
True

b)
False
18)
If a customer cannot connect to websites using host names (web addresses), but can surf by using IP addresses, the following are most likely causes of the problem, EXCEPT:

a)
There is a CMTS outage
b)
DNS server is down
c)
TCP/IP may be manually set to an incorrect DNS address
d)
TCP/IP is corrupted (DNS service not working)
19)
A customer is experiencing intermittent connectivity to the internet. You perform a ping to the modem from UDI. It shows 4 packets sent and 4 packets received, 0% loss. Which of the following is true?
a)
Cable modem has problems with sending the packets back.
b)
The cable modem is experiencing packet loss.

c)
The modem is working properply, the problem may be after the modem (cable, NIC, browser, etc.)
d)
The result is inconclusive.
20)
If a customer has an email address of username@rgv.rr.com, to access webmail he would need to be at this webmail address to login successfully.
a)
webmail.roadrunner.com
b)
webmail.rr.com

c)
webmail.rgv.rr.com
d)
pop-server.rgv.rr.com
21)
Before walking a customer through Account Management, you need to make sure the customer is on the proper division in help.rr.com.

a)
True
b)
False
22)
What is the command to reset/repair Winsock in Windows XP SP2 and Vista?
a)
netsh dump

b)
netsh winsock reset
c)
netsh winsock renew
d)
netsh winsock repair
23)
What is the command to reset the tcp/ip stack in XP and Vista?
a)
netsh tcp/ip reset
b)
netsh int ip reset tcp/ip

c)
netsh int ip resetlog.txt
d)
netsh int ip reset resetlog.txt
24)
NHD agents will fully support

a)
Outlook Express
b)
Thunderbird
c)
Pegasus
d)
All of the above
25)
When rebooting a customer's home LAN system, the standard order of rebooting the equipment is

a)
router, modem, and computer
b)
router, computer, and modem
c)
computer, modem, and router
d)
modem, router, and computer
26)
Where would you search to find the number of email sub accounts offered in the Charlotte?
a)
rr.com
b)
Navigator
c)
help.rr.com

d)
Division Matrix
27)
How many emails can a customer send out per hour?
a)
10

b)
100
c)
1000
d)
unlimited
28)
What is the maximum number of emails that can be sent over a 24 hour period?
a)
10
b)
100

c)
1000
d)
unlimited
29)
A customer calls asking what the Master email name is on an account. The NHD agent must verify:
a)
they are speaking with the account holder or spouse
b)
the MAC number of the modem on the account or the security question
c)
the last four digits of the Social Security number
d)
all of the above

e)
both a and b
30)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupted IE

d)
NIC issue
e)
corrupted Winsock
f)
TCP/IP is corrupted