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
Wednesday, June 25, 2008
day1 03 quiz
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