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