6. Connexus Tech Support Final Exam
This is the final exam for training for Connexus Tech Support training agents,
- 1.Which department should contact if you will be late or absent for work, and how far in advance do you need to contact them?
- 2.Where are the Connexus Tech Support agent schedules located?
- A.
Verint
- B.
Connexus Virtual Library
- C.
Emailed daily
- D.
On the Contact Center Support drive
- 3.What is handle time made up of? (Choose 3)
- A.
Hold time
- B.
Personal time
- C.
Talk time
- D.
AUX 8- Remote time
- E.
Wrap-up time
- 4.What is the mission of Connections Academy?
- 5.Who is the President of Connections Education?
- 6.How many states does International Connections Academy operate in?
- 7.Which department is responsible for assisting Connections Education employees with computer and office equipment issues?
- A.
MIS/Operations
- B.
EMS Support
- C.
Development
- D.
Teacher Support
- 8.What national accreditation does Connections Academy hold?
- A.
Advance-ED
- B.
PPL
- C.
FERPA
- D.
Education-AD
- 9.What is the role of a Student Tech Support agent?
- 10.Which department is responsible for Connections Academy’s order and processing of curriculum materials and computer equipment for new and existing students?
- 11.Where is the Virtual Library located?
- A.
Green Book icon in Connexus
- B.
Blue people icon in Connexus
- C.
Compass icon in Connexus
- D.
Question Mark icon in Connexus
- 12.Where can a teacher’s LiveLesson classroom be found?
- 13.Which assets are listed in AssetAware? (Choose 4)
- A.
Desktop
- B.
Router
- C.
USB Wireless Adapter
- D.
Printer
- E.
Headset
- F.
Keyboard
- G.
Laptop
- H.
Mouse
- I.
Monitor
- J.
Laptop Adapter
- 14.What is the difference between a User’s default contact information and a Household’s default contact information?
- 15.What type of issues should be documented in a Call Log instead of an IA?
- 16.True or False: A Caretaker can update attendance on a day that they have already marked attendance for.
- A.
True
- B.
False
- 17.What is the proper System, Component and Type for a Call Tag? (Choose 3)
- A.
System - Student Tech Support
- B.
System - CA Withdrawal and Returns
- C.
System - Fulfillment
- D.
Component - Tech Returns
- E.
Component - Hardware Issue
- F.
Component - Equipment Repair/Replacement
- G.
Type - Equipment - Repair/Replacement
- H.
Type - Request
- I.
Type - Hardware Issue - Physical Damage
- 18.Briefly explain the purpose of creating IssueAware tickets.
- 19.List the steps to follow to reset a Caretaker’s Connexus password.
- 20.Once a family is enrolled in Connections Academy, how long will it take for them to receive the equipment and/or materials?
- 21.What is the name of the internet filtering software that Connections Academy provides?
- 22.Fully explain the process of identifying and resolving a reported virus issue on a Connections Academy computer.
- 23.What grades do we offer in International Connections Academy?
- A.
1-8
- B.
K-5
- C.
K-12
- D.
9-12
- 24.How many states offer Nexus Academy?
- A.
1
- B.
3
- C.
2
- D.
5
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