6. Connexus Tech Support Final Exam

44 Questions | By ConnexusTechSupp | Last updated: Mar 22, 2022 | Total Attempts: 109

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This is the final exam for training for Connexus Tech Support training agents,

Questions and Answers

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
25.

How would you resolve an issue with viruses on a personal computer?