CRM
Show and Tell
Policy
Find the Article
?
100
Screen shot three different places you can see the cx name at in crm on BAN 126165432
Correct!
100
Tell me how to swap the port? Send me a step by step
What is refer to gnac We can't swap the port, that is the only step
100
I really have to go to the bathroom, but I have used all of my breaks. It's okay to just aux 7 and go True or False
False- if you really have to use the washroom, and will literally pee your pants. Message a queue monitor or your coach and ask if you can aux 7 and run to the washroom.
100
Tech " I have a static ip I need to set up on a 589 and don't know the steps, can you help me?" Find the article that will give me the steps, screenshot it and tell me where you found it.
What is the potatoe page
100
Tech is looking to get a DEG ticket created where would they go? Where did you find the answer? Screen shot the place.
What is UARC, the potatoe page
200
Tech wants to know how much the customer is currently paying for services this month. Where do you see this information? How much is this cx paying on this ban 126165432
What is Products tab, 28$ a month
200
Run a real time lpa on 126165432, and show me what the looplength is with a screen shot. First one to do so wins
Correct
200
How early are you allowed to iroz in before your shift?
You are allowed to iroz in 10 minutes before your shifts start to ensure that you have all your tools up and ready by the time you are supposed to start
200
Customer wants to know how they can change their phone codes on their own. Find the article that will let this happen and tell what it is called. As well screen shot the code that wil let her turn off busy call forwading.
What is Use and Troubleshoot Star Codes
200
Technician has a fail light on on the ont, wants to know if he should swap it? What do you do and why?
If the fail light is on, then you have to chat UARC before advising tech to swap the rg even after a powercycle.
300
Does the cx currently have a pending dispatch? Look into crm and let me know if the cx has a pending dispatch on the account, confirm with an explantion on how you know this.
No, under the dispatch tab all of the dispatch status's show as closed, none of them say escalalted to telco, which usually indicates a pending dispatch
300
Tell me what are the ctv codes to dispatch a tech to prem? Practice BAN- 126165432 Do not actually create a case or dispatch just practice until you find it in quick case!
What is Repair support> All services down> TEch requested dispatch> Dispatch to prem Alternate answer: repair support -> all prod intermittant -> inside issue -> dispatch to prem
300
When do you use wfe?
On every single call
300
What does GCAS stand for? Find the article that will give you this information, and tell me where you found it
What is Global Craft Access System Article is UFO ACRONYMS on the potatoe page
300
What year shows up on a order when the install ticket has been jepped?
2037
400
The tech is working on a install and wants to add hd, he needs to have a due date override because the order is set for january first. Fill out the template with information from above and crm only. Once done send me the completed template BAN : Network Type : Region or State: Install or Repair : Why are we amending this order ? Is the pending order adding Uverse Voice ? - - If yes, whats the TN ? - - If yes, do we have a valid SOA subscription ? Is order left at disclosures screen ? Is the install tech at premise now?
Correct
400
Show me where you can find the preffered and alternate dns server- Send me a screen shot
On the potatoe page
400
Are we ever allowed to register the customer?
No, we are never allowed to register the customer, they have to agree to the disclaimer that is in the registration process. If we register for them, then we are leaving ourselves open for not only a lawsuit but problems down the line.
400
Tech needs to change the wireless password on the rg, but you can't acces the rg form your end. Find the article that not only gives you the http the tech needs to acces the rg from his end, but the steps to change the password as well. Tell me the name of the acticle and screen shot the steps.
What is CMS / MDC / GUI (Tool)
400
If the order failes at determine l1/l2 facilities, who do we escalate the issue to??
The tech is reffered to gnac
500
Where can you change a customers passcode? Hint: Its under the customer information tab
What is Account information> Account Identifiers
500
Screen shot me three different places that you can see the rg sn 126165432
What is g2 realtime lpa crm
500
Pleas fill out what each aux code stands for Aux 0- Aux 1- Aux 2- Aux 3- Aux4- Aux 5- Aux 6- Aux 7-
Aux 0- When you first log in, your phone autimatically goes to this Aux 1- Lunch Aux 2- First break Aux 3- Second break Aux4- Training Aux 5- Callback Aux 6- pc issues Aux 7- Chats
500
Tech "The profile on my fttp account in incorrect, it should be a fttp-bp. Who can fix this problem?" Find the article that answers this question and screen shot me the answer
What is NAFG
500
Essay Question: What should you look for when lowering the profile? Give a thourugh explanation, best one wins
Good Job!
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