day1 03 quiz

1. 
   
   The DHCP server:
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   acts as an IP phone book
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   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
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   by phone number (correct answer, your response)
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   by district and name
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   in UDI if no match is found in ESS
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   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?
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   The caller’s name and address
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   modem MAC and account holder (or spouse) (correct answer)
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   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.
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   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.
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   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)
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   Road Runner
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   Residential HSD (correct answer, your response)
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   Commercial HSD
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   Residential Digital Phone and HSDPoints earned: 1 out of 1
   
   
   There are signal issues with this modem
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   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?
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   Contact (correct answer, your response)
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   Problem/Troubleshooting
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   Other
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   Related Items
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   Account InfoPoints earned: 1 out of 1
   
   
   What services would a customer have with the following MD5 file: isrrip1_vip1.bin?
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   Roadrunner Residential with 1 IP
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   Roadrunner Residential with 1 IP and Digital Phone (correct answer, your response)
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   Roadrunner Commercial with 1 IP
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   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?
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   Router connected to modem
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   Digital phone connected to modem (correct answer, your response)
   •
   Commercial hubPoints earned: 1 out of 1
   
   
   What are the 3 types of tickets?
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   Request Ticket
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   Agent Ticket
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   Orphan Ticket (correct answer, your response)
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   Customer Ticket (correct answer, your response)
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   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?
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   Closed (correct answer, your response)
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   Open
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   Escalated
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   ResolvedPoints earned: 1 out of 1
   
   
   Where in the Vault can agents see if there are outages in a division?
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   ONS (correct answer, your response)
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   UDI
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   Division Matrix
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   TWC NEWS