Friday, August 8, 2008
Wednesday, July 16, 2008
Wednesday, July 9, 2008
notepad
issue:
phone#:
name of the acct. holder:
customer:
relation:
EMAIL:
OS:
MTA:
Router:
3Rd party?:
troubleshoot:
Monday, July 7, 2008
assess 1
What do you need to verify before giving out account/customer specific information or resetting passwords?
a)
account holder or spouse
b)
modem MAC ID or security question
c)
social security number (SSN)
....d)
both a and b
e)
both a and c
f)
all of the above
2)
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
3)
The BPS allows a customer to
....a)
manage email accounts
b)
change billing address
c)
order modem replacements
d)
reset the modem
4)
To which support group do you transfer Cable TV and Digital Phone issues?
a)
Tier 3
b)
Tier 2
...c)
Tier 1
d)
MOD
e)
GNOC
5)
For you to troubleshoot internet connection issues, you need to be talking to the master account holder or spouse.
a)
True
...b)
False
6)
One of the methods in determining an outage is to look at the modems connected to the same blade in the CMTS server (using UDI) and see if 20% or more of the modems are offline. If so, transfer to Tier 1.
a)
True
...b)
False
7)
The customer is getting an IP address of 192.168.1.3. This is most likely because
a)
the modem is in Standby mode
...b)
the computer is connected to a router
c)
the customer has a security software
d)
there is a gaming console connected to the modem
8)
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
9)
After completing documentation on the Contacts and Problem/Troubleshooting tab, to escalate/transfer to Tier 1:
a)
Save the ticket as Open - Tier 1
b)
Save the ticket as Closed - Tier 2, then change to Open - Tier 1 and Save again
c)
Save the ticket as Closed - Tier 2; most Tier 1 agents have no access to Remedy anyway
....d)
Save the ticket (Open, Tier 2), change Sub-Type to Tier 1, select appropriate Escalation Reason and save once more
10)
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
11)
A Tier 2 agent can change a customer's Master email account name.
a)
True
....b)
False
12)
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
13)
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
14)
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
15)
If the customer is using Digital Phone to talk to you and you need to reboot the modem, use the Reboot Modem function in UDI and inform the customer that he/she will be disconnected.
....a)
True
b)
False
16)
(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
17)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) How long has the modem been online?
a)
2 min, 18 sec
b)
24 days, 22 hrs, 24 min
c)
7 days, 15 hrs, 50 min
....d)
13 days, 2 hrs, 13 min
18)
Besides having a Quarantine status of Yes, which MD5 file indicates that this is an issue that needs to be transferred to Tier 3?
a)
isrr...
b)
isrc...
...c)
vacs...
d)
autoprov.bin
19)
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
20)
What is an MTA device located under the "Cable Modem and Associated CPE Devices" section in UDI?
a)
Modem/Router combo
....b)
Modem
c)
Router
d)
PC
e)
Digital Phone
21)
A flap is an event when the modem deregisters and re-registers with the CMTS.
....a)
True
b)
False
22)
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
23)
In UDI, if the modem has "QoS Max Up" and "QoS Max Down" values of "Unlimited", the surf/browse issue should be escalated to Tier 3.
...a)
True
b)
False
24)
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
25)
What converts analogue signals to digital transmissions?
a)
DNS server
.....b)
DHCP server
c)
modem
d)
router
26)
The customer is unable to surf the internet. The following MD5 file indicates an issue that needs to be handled by Tier1 if after rebooting the modem the same MD5 file is shown, EXCEPT:
a)
vacs…
b)
autoprov.bin
....c)
isrrIP0… (if the customer claims to have RR high speed internet)
d)
disabled.bin
e)
no MD5 file
27)
CMTS stands for:
a)
Cable Module Termination Station
b)
Communication Modulation Transmit System
....c)
Cable Modem Termination System
d)
Cable Modem Translation System
28)
DHCP stands for:
....a)
Dynamic Host Configuration Protocol
b)
Direct Host Controlling Protocol
c)
Dynamic Host Controller Protocol
d)
Division-Hosted Change Process
29)
The following are Fully Supported (FS) operating systems, EXCEPT:
a)
Windows 2000
b)
Windows Vista
...c)
Windows ME
d)
Mac OS X - 10.x and above
e)
Windows XP
30)
The following are Best Effort (BE) supported operating systems, EXCEPT:
a)
Windows 98
b)
Windows ME
c)
Windows 98SE
...d)
Windows 95
e)
Windows Vista
f)
Windows NT
g)
None of the above
a)
account holder or spouse
b)
modem MAC ID or security question
c)
social security number (SSN)
....d)
both a and b
e)
both a and c
f)
all of the above
2)
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
3)
The BPS allows a customer to
....a)
manage email accounts
b)
change billing address
c)
order modem replacements
d)
reset the modem
4)
To which support group do you transfer Cable TV and Digital Phone issues?
a)
Tier 3
b)
Tier 2
...c)
Tier 1
d)
MOD
e)
GNOC
5)
For you to troubleshoot internet connection issues, you need to be talking to the master account holder or spouse.
a)
True
...b)
False
6)
One of the methods in determining an outage is to look at the modems connected to the same blade in the CMTS server (using UDI) and see if 20% or more of the modems are offline. If so, transfer to Tier 1.
a)
True
...b)
False
7)
The customer is getting an IP address of 192.168.1.3. This is most likely because
a)
the modem is in Standby mode
...b)
the computer is connected to a router
c)
the customer has a security software
d)
there is a gaming console connected to the modem
8)
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
9)
After completing documentation on the Contacts and Problem/Troubleshooting tab, to escalate/transfer to Tier 1:
a)
Save the ticket as Open - Tier 1
b)
Save the ticket as Closed - Tier 2, then change to Open - Tier 1 and Save again
c)
Save the ticket as Closed - Tier 2; most Tier 1 agents have no access to Remedy anyway
....d)
Save the ticket (Open, Tier 2), change Sub-Type to Tier 1, select appropriate Escalation Reason and save once more
10)
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
11)
A Tier 2 agent can change a customer's Master email account name.
a)
True
....b)
False
12)
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
13)
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
14)
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
15)
If the customer is using Digital Phone to talk to you and you need to reboot the modem, use the Reboot Modem function in UDI and inform the customer that he/she will be disconnected.
....a)
True
b)
False
16)
(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
17)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) How long has the modem been online?
a)
2 min, 18 sec
b)
24 days, 22 hrs, 24 min
c)
7 days, 15 hrs, 50 min
....d)
13 days, 2 hrs, 13 min
18)
Besides having a Quarantine status of Yes, which MD5 file indicates that this is an issue that needs to be transferred to Tier 3?
a)
isrr...
b)
isrc...
...c)
vacs...
d)
autoprov.bin
19)
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
20)
What is an MTA device located under the "Cable Modem and Associated CPE Devices" section in UDI?
a)
Modem/Router combo
....b)
Modem
c)
Router
d)
PC
e)
Digital Phone
21)
A flap is an event when the modem deregisters and re-registers with the CMTS.
....a)
True
b)
False
22)
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
23)
In UDI, if the modem has "QoS Max Up" and "QoS Max Down" values of "Unlimited", the surf/browse issue should be escalated to Tier 3.
...a)
True
b)
False
24)
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
25)
What converts analogue signals to digital transmissions?
a)
DNS server
.....b)
DHCP server
c)
modem
d)
router
26)
The customer is unable to surf the internet. The following MD5 file indicates an issue that needs to be handled by Tier1 if after rebooting the modem the same MD5 file is shown, EXCEPT:
a)
vacs…
b)
autoprov.bin
....c)
isrrIP0… (if the customer claims to have RR high speed internet)
d)
disabled.bin
e)
no MD5 file
27)
CMTS stands for:
a)
Cable Module Termination Station
b)
Communication Modulation Transmit System
....c)
Cable Modem Termination System
d)
Cable Modem Translation System
28)
DHCP stands for:
....a)
Dynamic Host Configuration Protocol
b)
Direct Host Controlling Protocol
c)
Dynamic Host Controller Protocol
d)
Division-Hosted Change Process
29)
The following are Fully Supported (FS) operating systems, EXCEPT:
a)
Windows 2000
b)
Windows Vista
...c)
Windows ME
d)
Mac OS X - 10.x and above
e)
Windows XP
30)
The following are Best Effort (BE) supported operating systems, EXCEPT:
a)
Windows 98
b)
Windows ME
c)
Windows 98SE
...d)
Windows 95
e)
Windows Vista
f)
Windows NT
g)
None of the above
Thursday, July 3, 2008
2nd assement ko
If the customer cannot surf the internet, you would probe for other internet applications (email client, chat, etc.) if they can connect, so that you can determine the extent of the issue.
.....a)
True
b)
False
2)
A customer cannot connect to the internet. The agent has correctly rebooted the modem, but the customer still cannot surf even though the modem is functioning correctly (has bloc sync). A possible next step is to check physical connections from the modem to the PC and determine if a there is a router.
.....a)
True
b)
False
3)
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 router
4)
A "Request timed out" error in Outlook Express can be caused by the following, EXCEPT:
a)
problem/error with the email server itself
b)
corrupt message in the inbox on the email server
c)
email too large to download through an email client
d)
firewall
....e)
none of the above
5)
When inspecting the Local Area Connection, you can find the following information, EXCEPT
a)
TCP/IP settings
b)
the status of the Windows native firewall in XP
c)
the NIC/USB device used
d)
the status of the connection, including the IP address
....e)
none of the above
6)
When checking the tcp/ip settings of Mac OS X, the "DHCP client ID", "Domain Name Servers", "Search Domains" fields should be empty and "Configure" should be set to "Manually".
a)
True
....b)
False
7)
TCP/IP on the Mac OS X should be configure to use DHCP and PPPoE should NOT be enabled.
....a)
True
b)
False
8)
To check the IP address of a Windows 2000, XP, or Vista computer: Click Start > Run Type "cmd" > press Enter Type "ipconfig" > press Enter
....a)
True
b)
False
9)
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
10)
On the network settings of a Windows 98SE computer, the following are installed: Dial-Up Adapter Realtek 8139T Network Adapter AOL Adapter IPX/SPX -> Dial-Up Adapter IPX/SPX -> Realtek 8139T Network Adapter IPX/SPX -> AOL Adapter TCP/IP -> Dial-Up Adapter TCP/IP -> AOL Adapter Should this computer be able to surf the internet?
a)
Yes - the NIC is bound to tcp/ip, so the computer should be able to get a valid IP address
......b)
No - tcp/ip needs to be installed for the NIC
11)
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
12)
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
13)
If a customer deletes an account in BPS, that account is available to be reinstated for up to 60 days, during which the mailbox messages will remain intact.
a)
True
....b)
False
14)
U:\>telnet pop-server.rochester.rr.com Connecting To pop-server.rochester.rr.com... Could not open connection to the host, on port 23: Connect failed >> Why did the telnet command fail?
a)
port 25 not specified
.....b)
port 110 not specified
c)
port 80 not specified
d)
telnet command is misspelled
15)
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
16)
What is the command to view complete IP information in Win XP?
a)
ipconfig /full
....b)
ipconfig /all
c)
ipconfig /release
d)
ipconfig /renew
17)
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)
18)
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
19)
The steps in uninstalling/re-installing (resetting) TCP/IP in Windows 98/98SE/ME are: #) Click Start > Settings > Control Panel #) Click the Network icon #) Remove all TCP/IP entries and click OK #) Reboot the PC #) Go back to Control Panel > Network #) Click on Add > Protocol > Add #) Choose Microsoft TCP/IP, then click OK #) Click OK again to close the Network window, then reboot the PC
....a)
True
b)
False
20)
The steps on how to create a Built-In Ethernet connection on a MAC OS X computer: Click Apple, choose System Preferences Click on Network Click on the dropdown for Location, then choose New Type a name for the location On the "Show" dropdown, choose "Internal Modem" On the TCP/IP tab, click on the "Configure" dropdown and choose "Using DHCP" Click Apply Now
a)
True
....b)
False
21)
An RR Home Networking customer has sync on the modem but cannot surf. You should reboot the modem and try to check and fix tcp/ip first before escalating to Tier 3.
a)
True
.....b)
False
22)
The following tools are where you can search for outages, EXCEPT:
a)
ONS
b)
Remedy
c)
UDI
....d)
rr.com
23)
Information on setting up an account in Outlook Express can be found on the following sites, EXCEPT:
a)
help.rr.com
b)
netfaqs.com
....c)
emailer.com
d)
neotechcc.org
24)
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
25)
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
26)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True
.....b)
False
27)
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
28)
When a customer is unable to see 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
29)
The following are locations where customers can add email addresses (sub-accounts), EXCEPT:
a)
help.rr.com > Account Management
b)
Webmail 4.0
....c)
rr.com > Account Services
d)
none of the above
30)
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
.....a)
True
b)
False
2)
A customer cannot connect to the internet. The agent has correctly rebooted the modem, but the customer still cannot surf even though the modem is functioning correctly (has bloc sync). A possible next step is to check physical connections from the modem to the PC and determine if a there is a router.
.....a)
True
b)
False
3)
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 router
4)
A "Request timed out" error in Outlook Express can be caused by the following, EXCEPT:
a)
problem/error with the email server itself
b)
corrupt message in the inbox on the email server
c)
email too large to download through an email client
d)
firewall
....e)
none of the above
5)
When inspecting the Local Area Connection, you can find the following information, EXCEPT
a)
TCP/IP settings
b)
the status of the Windows native firewall in XP
c)
the NIC/USB device used
d)
the status of the connection, including the IP address
....e)
none of the above
6)
When checking the tcp/ip settings of Mac OS X, the "DHCP client ID", "Domain Name Servers", "Search Domains" fields should be empty and "Configure" should be set to "Manually".
a)
True
....b)
False
7)
TCP/IP on the Mac OS X should be configure to use DHCP and PPPoE should NOT be enabled.
....a)
True
b)
False
8)
To check the IP address of a Windows 2000, XP, or Vista computer: Click Start > Run Type "cmd" > press Enter Type "ipconfig" > press Enter
....a)
True
b)
False
9)
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
10)
On the network settings of a Windows 98SE computer, the following are installed: Dial-Up Adapter Realtek 8139T Network Adapter AOL Adapter IPX/SPX -> Dial-Up Adapter IPX/SPX -> Realtek 8139T Network Adapter IPX/SPX -> AOL Adapter TCP/IP -> Dial-Up Adapter TCP/IP -> AOL Adapter Should this computer be able to surf the internet?
a)
Yes - the NIC is bound to tcp/ip, so the computer should be able to get a valid IP address
......b)
No - tcp/ip needs to be installed for the NIC
11)
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
12)
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
13)
If a customer deletes an account in BPS, that account is available to be reinstated for up to 60 days, during which the mailbox messages will remain intact.
a)
True
....b)
False
14)
U:\>telnet pop-server.rochester.rr.com Connecting To pop-server.rochester.rr.com... Could not open connection to the host, on port 23: Connect failed >> Why did the telnet command fail?
a)
port 25 not specified
.....b)
port 110 not specified
c)
port 80 not specified
d)
telnet command is misspelled
15)
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
16)
What is the command to view complete IP information in Win XP?
a)
ipconfig /full
....b)
ipconfig /all
c)
ipconfig /release
d)
ipconfig /renew
17)
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)
18)
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
19)
The steps in uninstalling/re-installing (resetting) TCP/IP in Windows 98/98SE/ME are: #) Click Start > Settings > Control Panel #) Click the Network icon #) Remove all TCP/IP entries and click OK #) Reboot the PC #) Go back to Control Panel > Network #) Click on Add > Protocol > Add #) Choose Microsoft TCP/IP, then click OK #) Click OK again to close the Network window, then reboot the PC
....a)
True
b)
False
20)
The steps on how to create a Built-In Ethernet connection on a MAC OS X computer: Click Apple, choose System Preferences Click on Network Click on the dropdown for Location, then choose New Type a name for the location On the "Show" dropdown, choose "Internal Modem" On the TCP/IP tab, click on the "Configure" dropdown and choose "Using DHCP" Click Apply Now
a)
True
....b)
False
21)
An RR Home Networking customer has sync on the modem but cannot surf. You should reboot the modem and try to check and fix tcp/ip first before escalating to Tier 3.
a)
True
.....b)
False
22)
The following tools are where you can search for outages, EXCEPT:
a)
ONS
b)
Remedy
c)
UDI
....d)
rr.com
23)
Information on setting up an account in Outlook Express can be found on the following sites, EXCEPT:
a)
help.rr.com
b)
netfaqs.com
....c)
emailer.com
d)
neotechcc.org
24)
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
25)
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
26)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True
.....b)
False
27)
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
28)
When a customer is unable to see 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
29)
The following are locations where customers can add email addresses (sub-accounts), EXCEPT:
a)
help.rr.com > Account Management
b)
Webmail 4.0
....c)
rr.com > Account Services
d)
none of the above
30)
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
Wednesday, June 25, 2008
day1 03 quiz
The DHCP server:
•
acts as an IP phone book
•
assigns IP addresses (correct answer, your response)
•
controls modem service speeds
•
all of the abovePoints earned: 1 out of 1
The first attempt to search for a customer in ESS is
•
by phone number (correct answer, your response)
•
by district and name
•
in UDI if no match is found in ESS
•
all of the abovePoints earned: 1 out of 1
To give out secure information, such as the account number, what information must be confirmed by a Tier 2 agent?
•
The caller’s name and address
•
modem MAC and account holder (or spouse) (correct answer)
•
Social Security number and account holder (or spouse) (your response)
•
account address and MAC numberPoints earned: 0 out of 1
A Tier 2 agent has access to take a payment on a customers account.
•
True
•
False (correct answer, your response)Points earned: 1 out of 1
A Tier 2 agent can transfer back down to Tier 1.
•
True (correct answer)
•
False (your response)Points earned: 0 out of 1
A Tier 1 agent can transfer to Tier 3 in some divisions.
•
True (correct answer, your response)
•
FalsePoints earned: 1 out of 1
A Tier 2 agent can change a customer’s Master email account name.
•
True
•
False (correct answer, your response)Points earned: 1 out of 1
Tier 1 agents handle cable TV and billing issues.
•
True (correct answer, your response)
•
FalsePoints earned: 1 out of 1
A Trouble Call is required for a customer if the power levels of the modem are outside of acceptable ranges.
•
True
•
False (correct answer, your response)Points earned: 1 out of 1
What is the customer’s public IP answer? (Refer to Screenshot below) The following answer is acceptable:65.190.76.169Your response:dataPoints earned: 0 out of 1
How long has this modem been online? (Refer to Screenshot below) The following answer is acceptable:26d 14:51Your response:26d 14:51Points earned: 1 out of 1
What type of service does this customer have based from the MD5 file? (Refer to Screenshot below)
•
Road Runner
•
Residential HSD (correct answer, your response)
•
Commercial HSD
•
Residential Digital Phone and HSDPoints earned: 1 out of 1
There are signal issues with this modem
•
True
•
False (correct answer, your response)Points earned: 1 out of 1
What does CMTS stand for? The following answer is acceptable:Cable Modem Termination SystemYour response:Customer modem terminarion systemPoints earned: 0 out of 1
Under what tab can the customer’s Master email name be found in ESS Remedy?
•
Contact (correct answer, your response)
•
Problem/Troubleshooting
•
Other
•
Related Items
•
Account InfoPoints earned: 1 out of 1
What services would a customer have with the following MD5 file: isrrip1_vip1.bin?
•
Roadrunner Residential with 1 IP
•
Roadrunner Residential with 1 IP and Digital Phone (correct answer, your response)
•
Roadrunner Commercial with 1 IP
•
Roadrunner Residential with Digital Phone onlyPoints earned: 1 out of 1
What does the customer have if there is an MTA device located under the Cable Modem and Associated CPE Devices Section?
•
Router connected to modem
•
Digital phone connected to modem (correct answer, your response)
•
Commercial hubPoints earned: 1 out of 1
What are the 3 types of tickets?
•
Request Ticket
•
Agent Ticket
•
Orphan Ticket (correct answer, your response)
•
Customer Ticket (correct answer, your response)
•
Ghost Ticket (correct answer, your response)Points earned: 1 out of 1
What should be the status of the Remedy ticket if the resolution is refer to 3rd party vendor?
•
Closed (correct answer, your response)
•
Open
•
Escalated
•
ResolvedPoints earned: 1 out of 1
Where in the Vault can agents see if there are outages in a division?
•
ONS (correct answer, your response)
•
UDI
•
Division Matrix
•
TWC NEWS
wk 3 asses
1)
Where should NHD agents direct customers to download the security suite provided by Road Runner?
a)
rr.com
b)
help.rr.com
c)
ca.com
d)
all of the above
2)
In CAISS, the customer can run the Anti-Virus scan and Anti-Spyware scan at the same time.
a)
True
b)
False
3)
In CAISS, the Firewall icon looks like:
a)
a bunch of keys
b)
a shield
c)
flames
d)
a hat and glasses
4)
Parental Controls is included in CAISS and can be configured from within the CA Security Center.
a)
True
b)
False
5)
If a customer needs to reinstall or re-register CAISS, you can send the download link for CAISS and their license key by re-sending the activation email through:
a)
Remedy
b)
CA Admin Tool
c)
UDI
d)
help.rr.com or rr.com
6)
Customers can set up CAISS on up to __ computers free of charge.
a)
1
b)
2
c)
3
d)
4
e)
unlimited
7)
The following products are included in CAISS, EXCEPT:
a)
Parental Controls
b)
Anti-Virus
c)
Anti-Spam
d)
Firewall
e)
Anti-Spyware
8)
CAISS Anti-Spam will work on the following, EXCEPT:
a)
Outlook Express
b)
Mac Mail
c)
Windows Mail
d)
Microsoft Outlook
9)
The Cache Cleaner is a feature of the CAISS that can be found on:
a)
Anti-Spam
b)
Firewall
c)
Anti-Spyware
d)
None of the Above
10)
If a customer needs his/her license key, you should do the following: Login to CA Admin Tool Click on "Manage Customers" Enter the e-mail address the customer used during registration Click on the email address in the results screen Under the Welcome Email column, click Send to send the email
a)
True
b)
False
11)
In order for CAISS to update successfully, in the Update options, the option "My proxy server requires authentication" should be checked/enabled.
a)
True
b)
False
12)
In CAISS Anti-Spyware, items in the Quarantine list can be removed by selecting the item to be removed, then click the Delete button.
a)
True
b)
False
13)
The expiration date of the CAISS can always be found at the top right of most CAISS windows and Security Overview (CA Security Center, Firewall, Anti-Virus, etc.).
a)
True
b)
False
14)
To start the CAISS Anti-Virus scan, go to Security Center, click the "double-down" arrow, then click on "Scan my computer for viruses" in the menu that appears.
a)
True
b)
False
15)
The CAISS Anti-Spam can be enabled or disabled for an email client by clicking the "double-down" arrow in CA Security Center and clicking on "Enable or Disable CA Anti-Spam" in the menu that appears.
a)
True
b)
False
16)
There is no need for a customer to go through the activation process at activation.rr.com before he/she can access the internet for the first time.
a)
True
b)
False
17)
NHD can assist customers with the following, EXCEPT:
a)
downloading and updating browser plug-ins like Flash and Media Player.
b)
Installing and uninstalling RR products like PhotoShow Deluxe and RR Medic.
c)
Installing and uninstalling drivers for PC peripherals like printers, scanners, and cameras.
d)
Using web-based products such as RR Radio and Nascar Trakpass.
18)
RR Medic can do the followingfor the customer, EXCEPT:
a)
Protect their Internet set up
b)
Access RR online support
c)
Release and renew their IP Address
d)
Makes backups of browser and email client settings, with the ability to restore/repair those settings.
e)
Track websites the customer has gone to and activities the customer did on those websites.
19)
RR Medic allows customers to search for Automated Solutions (one-click fixes) and Articles to help them resolve issues.
a)
True
b)
False
20)
The following can cause problems launching RR Radio, EXCEPT:
a)
Missing or outdated plug-ins
b)
None of the choices
c)
Firewalls
d)
Pop-up blockers
21)
The following are features and offers of Nascar Trakpass, EXCEPT:
a)
In-car audio
b)
Live Radio Broadcast
c)
Live Leaderboard
d)
PitCommand (through GPS)
e)
In-car video
f)
RaceView
22)
When a master email password has been reset, a customer can use it right away with Dial Access without having to wait for an amount of time for the reset to take effect.
a)
True
b)
False
23)
Billing-purchase issues with any of the Premium Services should be referred to Synacor.
a)
True
b)
False
24)
If customers encounter login issues when using the Safe Storage backup client on their PC, you should have them login to the Safe Storage website to determine whether it's a username or password issue.
a)
True
b)
False
25)
Customers will get an error message "This area is restricted to Road Runner Customers only." when they try to access their Personal Homepage (PHP) using a Road Runner connection.
a)
True
b)
False
26)
Dial Access CANNOT be downloaded to any computer using just any Internet connection; the PC must be on a Road Runner connection.
a)
True
b)
False
27)
The following may be the reasons why customers will get an error 691 when using Dial Access, EXCEPT:
a)
using the incorrect master email
b)
using the incorrect master password
c)
not using the full email address (including the domain)
d)
dialing a non-existent access number
28)
Customers may need to wait 15 minutes after signing up for PHP before they can access their site.
a)
True
b)
False
29)
A customer's Home Page Directory Name must be unique in order to set up his/her PHP.
a)
True
b)
False
30)
The following are supported FTP clients (uploading to PHP) for Windows, EXCEPT:
a)
WS_FTP
b)
Fetch
c)
MS Frontpage 2000
d)
none of the above - all are supported for Windows
Where should NHD agents direct customers to download the security suite provided by Road Runner?
a)
rr.com
b)
help.rr.com
c)
ca.com
d)
all of the above
2)
In CAISS, the customer can run the Anti-Virus scan and Anti-Spyware scan at the same time.
a)
True
b)
False
3)
In CAISS, the Firewall icon looks like:
a)
a bunch of keys
b)
a shield
c)
flames
d)
a hat and glasses
4)
Parental Controls is included in CAISS and can be configured from within the CA Security Center.
a)
True
b)
False
5)
If a customer needs to reinstall or re-register CAISS, you can send the download link for CAISS and their license key by re-sending the activation email through:
a)
Remedy
b)
CA Admin Tool
c)
UDI
d)
help.rr.com or rr.com
6)
Customers can set up CAISS on up to __ computers free of charge.
a)
1
b)
2
c)
3
d)
4
e)
unlimited
7)
The following products are included in CAISS, EXCEPT:
a)
Parental Controls
b)
Anti-Virus
c)
Anti-Spam
d)
Firewall
e)
Anti-Spyware
8)
CAISS Anti-Spam will work on the following, EXCEPT:
a)
Outlook Express
b)
Mac Mail
c)
Windows Mail
d)
Microsoft Outlook
9)
The Cache Cleaner is a feature of the CAISS that can be found on:
a)
Anti-Spam
b)
Firewall
c)
Anti-Spyware
d)
None of the Above
10)
If a customer needs his/her license key, you should do the following: Login to CA Admin Tool Click on "Manage Customers" Enter the e-mail address the customer used during registration Click on the email address in the results screen Under the Welcome Email column, click Send to send the email
a)
True
b)
False
11)
In order for CAISS to update successfully, in the Update options, the option "My proxy server requires authentication" should be checked/enabled.
a)
True
b)
False
12)
In CAISS Anti-Spyware, items in the Quarantine list can be removed by selecting the item to be removed, then click the Delete button.
a)
True
b)
False
13)
The expiration date of the CAISS can always be found at the top right of most CAISS windows and Security Overview (CA Security Center, Firewall, Anti-Virus, etc.).
a)
True
b)
False
14)
To start the CAISS Anti-Virus scan, go to Security Center, click the "double-down" arrow, then click on "Scan my computer for viruses" in the menu that appears.
a)
True
b)
False
15)
The CAISS Anti-Spam can be enabled or disabled for an email client by clicking the "double-down" arrow in CA Security Center and clicking on "Enable or Disable CA Anti-Spam" in the menu that appears.
a)
True
b)
False
16)
There is no need for a customer to go through the activation process at activation.rr.com before he/she can access the internet for the first time.
a)
True
b)
False
17)
NHD can assist customers with the following, EXCEPT:
a)
downloading and updating browser plug-ins like Flash and Media Player.
b)
Installing and uninstalling RR products like PhotoShow Deluxe and RR Medic.
c)
Installing and uninstalling drivers for PC peripherals like printers, scanners, and cameras.
d)
Using web-based products such as RR Radio and Nascar Trakpass.
18)
RR Medic can do the followingfor the customer, EXCEPT:
a)
Protect their Internet set up
b)
Access RR online support
c)
Release and renew their IP Address
d)
Makes backups of browser and email client settings, with the ability to restore/repair those settings.
e)
Track websites the customer has gone to and activities the customer did on those websites.
19)
RR Medic allows customers to search for Automated Solutions (one-click fixes) and Articles to help them resolve issues.
a)
True
b)
False
20)
The following can cause problems launching RR Radio, EXCEPT:
a)
Missing or outdated plug-ins
b)
None of the choices
c)
Firewalls
d)
Pop-up blockers
21)
The following are features and offers of Nascar Trakpass, EXCEPT:
a)
In-car audio
b)
Live Radio Broadcast
c)
Live Leaderboard
d)
PitCommand (through GPS)
e)
In-car video
f)
RaceView
22)
When a master email password has been reset, a customer can use it right away with Dial Access without having to wait for an amount of time for the reset to take effect.
a)
True
b)
False
23)
Billing-purchase issues with any of the Premium Services should be referred to Synacor.
a)
True
b)
False
24)
If customers encounter login issues when using the Safe Storage backup client on their PC, you should have them login to the Safe Storage website to determine whether it's a username or password issue.
a)
True
b)
False
25)
Customers will get an error message "This area is restricted to Road Runner Customers only." when they try to access their Personal Homepage (PHP) using a Road Runner connection.
a)
True
b)
False
26)
Dial Access CANNOT be downloaded to any computer using just any Internet connection; the PC must be on a Road Runner connection.
a)
True
b)
False
27)
The following may be the reasons why customers will get an error 691 when using Dial Access, EXCEPT:
a)
using the incorrect master email
b)
using the incorrect master password
c)
not using the full email address (including the domain)
d)
dialing a non-existent access number
28)
Customers may need to wait 15 minutes after signing up for PHP before they can access their site.
a)
True
b)
False
29)
A customer's Home Page Directory Name must be unique in order to set up his/her PHP.
a)
True
b)
False
30)
The following are supported FTP clients (uploading to PHP) for Windows, EXCEPT:
a)
WS_FTP
b)
Fetch
c)
MS Frontpage 2000
d)
none of the above - all are supported for Windows
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