April 2016 Data Compass

20 Questions | Total Attempts: 55

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April 2016 Data Compass - Quiz

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Questions and Answers
  • 1. 
    All 1 gig customers ( voice, data and video) should be transferred immediately to 1 Gig Support, found on Speed dial list.
    • A. 

      True

    • B. 

      False

  • 2. 
    Modem swaps are now restricted to obvious hardware failure only. This includes won't power on, alarm light active (where applicable), or smoke coming from the device. 
    • A. 

      True

    • B. 

      False

  • 3. 
    All agents should be using the following script for dispatch. Is this True or False?“Someone 18 years or older will need to be present for the appointment. The technician will call you at the callback numbers provided the day of the appointment. If there is no answer the technician will not follow through with the appointment. Instead, the technician will leave a voice mail with the number you can call to reschedule the appointment."
    • A. 

      True

    • B. 

      False

  • 4. 
    Beginning 02/24/2015, any web user including agents with an outdated web browser that attempts to access cincinnatibell.com will receive an ambush message and will not be able to proceed to cincinnatibell.com. Is this True or False
    • A. 

      True

    • B. 

      False

  • 5. 
    Within how many hours before a service will be turned back on after payment is made. 
    • A. 

      1 hour

    • B. 

      2 hours

    • C. 

      3 hours

    • D. 

      4 hours

  • 6. 
    Premium Technical Support will support both Household  and Organizational customers. Is this True or False?
    • A. 

      True

    • B. 

      False

  • 7. 
    Customers must be on a Cincinnati Bell connection to make changes to their account through self-help. Is this True or False?
    • A. 

      True

    • B. 

      False

  • 8. 
    For Customers requesting to  have an aerial line (not temporary)  from pole to their house/building buried, transfer to RSC/BSC. Is this True or False?
    • A. 

      True

    • B. 

      False

  • 9. 
    If a customer is calling about an email account  with a Reserved status, should be transferred to RSC/BSC. Is this True or False?
    • A. 

      True

    • B. 

      False

  • 10. 
    Which of the following did Cincinnatibell discontinued last February 14, 2016. 
    • A. 

      ZIS

    • B. 

      Premium Technical support

    • C. 

      Contractual Wirecare

    • D. 

      Residential Online Storage service

  • 11. 
    Customer was not able to verify their account and a dispatch is needed. Are we allowed to schedule the dispatch despite the account being not verified?
    • A. 

      Yes

    • B. 

      No

  • 12. 
    Customers who have tried 11 or more times to login with incorrect information will be locked out of the account. Is this True or False?
    • A. 

      True

    • B. 

      False

  • 13. 
     If cancelling an appointment in Swoop fails we need to..
    • A. 

      Call Tech Tier 2 to cancel the appointment

    • B. 

      Call RSC to cancel the appointment

    • C. 

      Email #dispatchsupport

    • D. 

      None of the above

  • 14. 
    Customers getting phishing emails can .. 
    • A. 

      They can simply delete the email

    • B. 

      They can mark it as spam

    • C. 

      They can forward the email to [email protected]

    • D. 

      All of the above

  • 15. 
    On Jan 1, 2016, Modem fee is increasing by $3.00 from $4.99 to $7.99. 
    • A. 

      True

    • B. 

      False

  • 16. 
    How many days does the customer have in order to return any equipment before they get automatically charged for the unreturned equipment?
    • A. 

      5 days

    • B. 

      15 days

    • C. 

      10 days

    • D. 

      30 days

  • 17. 
    To what address the customer will send the equipment if they decided to send it back?
    • A. 

      577 Diana Avenue Batavia, OH 45103

    • B. 

      7731 Tylersville Rd. West Chester, OH 45069

    • C. 

      4095 Grasmere Run Mason, OH 45040

    • D. 

      none of the above

  • 18. 
    If the customer has swapped the equipment in the last 30 days and still experiencing service issues we should.
    • A. 

      If the customer has swapped the equipment in the last 30 days and still experiencing service issues we should.

    • B. 

      Have the customer swap the equipment again

    • C. 

      Advise the customer that we will schedule a technician visit

    • D. 

      none of the above

  • 19. 
    We should never process a credit on the first call.
    • A. 

      True

    • B. 

      False

  • 20. 
    We can reset the customer’s MyAccount log in from our end  by using what tool?
    • A. 

      FSM Admin

    • B. 

      Databus

    • C. 

      ECare

    • D. 

      Triadlite

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