6. Connexus Tech Support Final Exam

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  • 1/44 Questions

    How many states does International Connections Academy operate in?

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About This Quiz


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

6. Connexus Tech Support Final Exam - Quiz

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  • 2. 

    Who is the President of Connections Education?

    Explanation
    Barbara Dreyer is the President of Connections Education.

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  • 3. 

    Which department is responsible for Connections Academy’s order and processing of curriculum materials and computer equipment for new and existing students?

    Explanation
    The department responsible for Connections Academy's order and processing of curriculum materials and computer equipment for new and existing students is the Fulfillment department. This department ensures that all the necessary materials and equipment are ordered and processed efficiently to meet the needs of the students. They are responsible for managing the entire process from placing the orders to ensuring timely delivery to the students.

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  • 4. 

    What is the correct System, Component and Type for a 2nd Virus/Spyware offense after walking the caller through the reimage process? (Choose 3)

    • System - Student Tech Support

    • System - Accounting and Finance

    • System - Accounts Payable

    • Component - Virus/Spyware

    • Component - Accounts Receivable - Customer Invoicing

    • Component - Invoice Submission

    • Type - 2nd Offense

    • Type - Invoices - Program Schools

    • Type - Other

    Correct Answer(s)
    A. System - Accounting and Finance
    A. Component - Accounts Receivable - Customer Invoicing
    A. Type - Other
    Explanation
    The correct system for a 2nd Virus/Spyware offense after walking the caller through the reimage process is "Accounting and Finance" because this system is likely to contain sensitive financial information that could be targeted by viruses or spyware. The correct component is "Accounts Receivable - Customer Invoicing" because this component is related to financial transactions and could be affected by a virus or spyware. The correct type is "Other" because it is not specified what type of offense it is, but it is not related to invoices or program schools.

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  • 5. 

    Where are the Connexus Tech Support agent schedules located?

    • Verint

    • Connexus Virtual Library

    • Emailed daily

    • On the Contact Center Support drive

    Correct Answer
    A. Verint
    Explanation
    The correct answer is Verint. This is because Verint is a software platform that is commonly used for workforce management and scheduling. Therefore, it is likely that the Connexus Tech Support agent schedules would be located in Verint, as it is a suitable tool for managing and organizing employee schedules.

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  • 6. 

    What national accreditation does Connections Academy hold?

    • Advance-ED

    • PPL

    • FERPA

    • Education-AD

    Correct Answer
    A. Advance-ED
    Explanation
    Connections Academy holds national accreditation from Advance-ED. This accreditation signifies that the institution has met certain standards of quality and effectiveness in its educational programs and services. Advance-ED is a recognized accrediting agency that evaluates and certifies educational institutions based on rigorous criteria. By holding this accreditation, Connections Academy demonstrates its commitment to providing a high-quality education to its students.

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  • 7. 

    What grades do we offer in International Connections Academy? 

    • 1-8

    • K-5

    • K-12

    • 9-12

    Correct Answer
    A. K-12
    Explanation
    International Connections Academy offers grades K-12, which means they provide education for students from kindergarten through 12th grade. This indicates that they have a comprehensive curriculum that caters to students of all ages, starting from the early years of education up until high school.

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  • 8. 

    How many states offer Nexus Academy?

    • 1

    • 3

    • 2

    • 5

    Correct Answer
    A. 3
    Explanation
    Nexus Academy is offered in three states.

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  • 9. 

    What does IEP stand for?

    • Individualized Education Plan

    • Institutional Education Process

    • Individual Education Process

    • Independent Educational Program

    Correct Answer
    A. Individualized Education Plan
    Explanation
    An IEP stands for Individualized Education Plan. This is a legally binding document that outlines the specialized education services and support that a student with disabilities will receive in a school setting. It is designed to meet the unique needs of each individual student and ensure that they have access to a free and appropriate education. The IEP is developed through a collaborative process involving educators, parents, and other professionals, and it includes goals, accommodations, and modifications to help the student succeed academically and socially.

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  • 10. 

    Which department is responsible for assisting Connections Education employees with computer and office equipment issues? 

    • MIS/Operations

    • EMS Support

    • Development

    • Teacher Support

    Correct Answer
    A. MIS/Operations
    Explanation
    MIS/Operations is responsible for assisting Connections Education employees with computer and office equipment issues. They provide support and assistance in resolving any technical problems or difficulties that employees may encounter. This department ensures that employees have the necessary tools and equipment to carry out their work effectively and efficiently. They are knowledgeable in troubleshooting and resolving computer and office equipment issues, making them the go-to department for any technical assistance needed.

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  • 11. 

    True or False: A teacher must be added as a stakeholder on every IA, for sectioned students, that is created by STS agents.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A teacher must be added as a stakeholder on every IA, for sectioned students, that is created by STS agents. This ensures that the teacher has access to the IA and can monitor the progress and performance of their students. It also allows the teacher to provide guidance and support to the students throughout the IA process. By including the teacher as a stakeholder, it promotes collaboration and communication between the teacher and the STS agents, leading to better outcomes for the students.

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  • 12. 

    How many pick up attempts will UPS make when a Call Tag has been arranged? 

    • 1

    • 3

    • 2

    • Unlimited, UPS will try as many times as needed

    Correct Answer
    A. 3
    Explanation
    When a Call Tag has been arranged, UPS will make three pick-up attempts. This means that UPS will try to pick up the package from the specified location three times. If they are unable to successfully pick up the package after three attempts, alternative arrangements may need to be made.

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  • 13. 

    If you put in a request for the CA Returns & Withdrawal team to mail UPS labels to a family after 4PM on Tuesday, July 1, 2014, what must you choose for the Due Date in the IA?

    • Wednesday, July 2, 2014

    • Tuesday, July 1, 2014

    • Thursday, July 3, 2014

    • Friday, July 4, 2014

    Correct Answer
    A. Wednesday, July 2, 2014
  • 14. 

    What is handle time made up of? (Choose 3)

    • Hold time

    • Personal time

    • Talk time

    • AUX 8- Remote time

    • Wrap-up time

    Correct Answer(s)
    A. Hold time
    A. Talk time
    A. Wrap-up time
    Explanation
    Handle time is made up of three components: hold time, talk time, and wrap-up time. Hold time refers to the amount of time a customer is placed on hold during a call. Talk time is the duration of the conversation between the agent and the customer. Wrap-up time is the time taken by the agent to complete any necessary tasks after the call, such as entering notes or updating records. These three components together make up the total handle time, which is the overall time taken to handle a customer interaction.

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  • 15. 

    Where is the Virtual Library located?  

    • Green Book icon in Connexus

    • Blue people icon in Connexus

    • Compass icon in Connexus

    • Question Mark icon in Connexus

    Correct Answer
    A. Green Book icon in Connexus
    Explanation
    The Virtual Library is located in the Green Book icon in Connexus.

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  • 16. 

    Which assets are listed in AssetAware? (Choose 4)

    • Desktop

    • Router

    • USB Wireless Adapter

    • Printer

    • Headset

    • Keyboard

    • Laptop

    • Mouse

    • Monitor

    • Laptop Adapter

    Correct Answer(s)
    A. Desktop
    A. Printer
    A. Laptop
    A. Monitor
    Explanation
    AssetAware is a system or platform that lists assets. The assets that are listed in AssetAware are desktop, printer, laptop, and monitor. These assets are commonly used in an office or workplace setting.

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  • 17. 

    What is the proper System, Component and Type for a Call Tag? (Choose 3)

    • System - Student Tech Support

    • System - CA Withdrawal and Returns

    • System - Fulfillment

    • Component - Tech Returns

    • Component - Hardware Issue

    • Component - Equipment Repair/Replacement

    • Type - Equipment - Repair/Replacement

    • Type - Request

    • Type - Hardware Issue - Physical Damage

    Correct Answer(s)
    A. System - CA Withdrawal and Returns
    A. Component - Tech Returns
    A. Type - Equipment - Repair/Replacement
    Explanation
    The proper System for a Call Tag is CA Withdrawal and Returns because it relates to the process of withdrawing and returning items. The proper Component is Tech Returns because it specifically refers to returning technology-related items. The proper Type is Equipment - Repair/Replacement because it indicates the type of request being made for repairing or replacing equipment.

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  • 18. 

    True or False: You can send a text message from your cell phone while available for calls as long as you do not have any pending items to take action on.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    False. This statement is incorrect because you can send a text message from your cell phone even if you have pending items to take action on. The ability to send a text message is not dependent on whether or not you have pending items.

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  • 19. 

    Why would a family not be able to connect an out-of-the-box CA desktop to a wireless network?

    • They do not have a wireless connection in the home

    • They did not pay the bill for their ISP

    • The computer is broken and needs to be returned

    • CA desktops do not come equipped with wireless cards

    Correct Answer
    A. CA desktops do not come equipped with wireless cards
    Explanation
    The reason a family would not be able to connect an out-of-the-box CA desktop to a wireless network is that CA desktops do not come equipped with wireless cards. This means that the desktop does not have the necessary hardware to connect to a wireless network.

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  • 20. 

    True or False: A Caretaker can update attendance on a day that they have already marked attendance for.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    False. A Caretaker cannot update attendance on a day that they have already marked attendance for. Once attendance has been marked for a particular day, it cannot be modified or updated by the Caretaker.

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  • 21. 

    What Data View would you check to confirm if a Caretaker has given prior permission for STS agents to establish a remote connection with students in the Household?

    • Household PIN

    • FIF - Family Information Form

    • Technology Support Notification

    • SIF - Student Information Form

    Correct Answer
    A. Technology Support Notification
    Explanation
    The Technology Support Notification would be the Data View to check in order to confirm if a Caretaker has given prior permission for STS agents to establish a remote connection with students in the Household. This notification would likely contain the necessary information and authorization from the Caretaker regarding remote connections.

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  • 22. 

    True or False: When resetting a password for a caller, you should provide the caller with a temporary password of your choice.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Providing the caller with a temporary password of your choice when resetting their password is not recommended. It is best practice to allow the caller to choose their own temporary password for security reasons. This ensures that the caller can create a password that is unique and memorable to them, reducing the risk of unauthorized access to their account.

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  • 23. 

    True or False: If an Enrolled Caretaker requests to install Dragon Naturally Speaking on their CA computer, you should immediately go ahead and perform the installation.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Installing software on a computer should not be done without proper authorization or following the appropriate procedures. In this case, the question is asking if you should immediately install Dragon Naturally Speaking on a CA computer if requested by an Enrolled Caretaker. The correct answer is False because you should not perform the installation without following the necessary steps, such as obtaining proper authorization, assessing compatibility, and ensuring that it aligns with the organization's policies and guidelines.

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  • 24. 

    Which department should contact if you will be late or absent for work, and how far in advance do you need to contact them?

  • 25. 

    What is the mission of Connections Academy?

  • 26. 

    What is the role of a Student Tech Support agent?

  • 27. 

    Where can a teacher’s LiveLesson classroom be found?

  • 28. 

    What is the difference between a User’s default contact information and a Household’s default contact information? 

  • 29. 

    What type of issues should be documented in a Call Log instead of an IA?

  • 30. 

    Briefly explain the purpose of creating IssueAware tickets.

  • 31. 

    List the steps to follow to reset a Caretaker’s Connexus password. 

  • 32. 

    Once a family is enrolled in Connections Academy, how long will it take for them to receive the equipment and/or materials?

  • 33. 

     What is the name of the internet filtering software that Connections Academy provides?

  • 34. 

    Fully explain the process of identifying and resolving a reported virus issue on a Connections Academy computer.

  • 35. 

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

  • 36. 

    List 5 situations under which you would be required to create an IssueAware ticket. 

  • 37. 

    What is a Call Tag and under what circumstances is one required? 

  • 38. 

    Before creating a new IssueAware ticket, what should you always check first?

  • 39. 

    If a Caretaker tells you that they do not have the original boxes to send the materials and equipment back, what would your response to that Caretaker be? 

  • 40. 

    Explain why it’s important to correctly include the Reporters, Affectees and Stakeholders on every IA.

  • 41. 

    If a newly enrolled family reports that they do not see any classes available for their student in the student’s Planner, what would you recommend for the Caretaker to do?

  • 42. 

    Create an IA in Connexus Demo based on the following scenario with the steps you would take to resolve or escalate the issue. When your IA is complete, please note the IA number in the box below. Please disregard any existing IAs for the same issue that may be listed under the household and proceed with creating a new one.   You receive a call from Janet Moyer in Pennsylvania. After confirming all of her contact information, she describes her issue: Daniel Moyer’s laptop will not hold a charge. Ms. Moyer states that this has been going on for a few days and the laptop will not power on at all using the supplied adapter. She also stated that the laptop used to hold a charge for an hour prior to this current issue starting. Ms. Moyer added that the laptop will charge and work fine if using another adapter.

  • 43. 

    Create an IA in Connexus Demo based on the following scenario with the steps you would take to resolve or escalate the issue. When your IA is complete, please note the IA number in the box below. Please disregard any existing IAs for the same issue that may be listed under the household and proceed with creating a new one.You receive a call from Sally Jones in Ohio. After confirming all of her contact information, she describes the issue: Sally explains that that Daniel’s computer seems to have a virus and will not connect to the internet. Heather further explains that there is an FBI warning on the screen after the computer boots to Windows.

  • 44. 

    What are the 3 breakthrough techniques that should be used when assisting an irate caller?

Quiz Review Timeline (Updated): Mar 15, 2024 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 15, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 02, 2013
    Quiz Created by
    ConnexusTechSupp
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