TV Product
TV Billing
Phone Product&Billing
Internet Product
Internet Billing
100

Which compass behavior is best represented by the following statement: "I can certainly help answer that question for you."

1. Communication

2. Call Control

3. Ownership

4. Define and Confirm

3. Ownership

100

Identify the task code in ICOMS that is used to set up monthly recurring payments on the customers VISA credit card. 

1. 56

2. 25

3. 18

4. 32

3. 18

100

An existing customer with Legacy TWC Video, Internet and Phone Service wants to add International One price to their existing phone service. Can you process this request for the customer?

1. Yes, customers can upgrade their current phone service

2. No, International One price is not available

2. No, International One price is not available

100

Are there data caps with Spectrum Internet?

1. There are only data caps with Spectrum Internet Assist.

2. yes, there are data caps for each package. 

3. No, there are no data caps.

3. No, there are no data caps.

100

If you needed more information regarding some of the specific charges, where can you go? (Select 3)

1. Adjustment History

2. Customer Notes

3. Equipment section in CSG

4. Tax Details

1. Adjustment History, 2. Customer Notes and 4. Tax Details. 

200

True or False: C360 Dashboard Links button provides a list of links to applications that will open using the customer details associated with the account you have open. 

True

False

Ture

200

Steven has called in to ask a billing question. Assume Steven has verified all authentication questions. You assist him and he thanks you for being so helpful. He ants to send a note to your manager thanking you and asks for your employee ID. Should you provide this to him? 

YES

NO

NO

200

Crystal has to travel more frequently for her job, and know that call forwarding is feature of her phone plan. What number should Crystal use when trying to set up her call forwarding?

1. *67

2. *74

3. *72

3. *72

200

Knowing the value of our services is important. Which of the following features are included free of charge with every internet package? (Select 3)

1. Email addresses included

2. Spectrum modems

3. Security suite

4. Spectrum WiFi Hotspot Access

1. Email addresses included, 2. Spectrum modems and 3. Security suite

200

Sally has been an internet subscriber for several months. She has called in to discuss her bill. When speaking to Sally you find that she doesn't understand why she is being charged for a modem. Once you explain to Sally that she is being charged a modem lease fee, she asks if she can purchase her own modem. Can sally purchase her own modem?

Yes

No

Yes

300

Erica is on call several times a week and must be available for phone calls; this causes her to frequently miss the beginning of the programs she enjoys. Which of her following features could help Erica from missing her shows? (Select 2)

1. Start over

2. Standard TV

3. HD-DVR

4.Caller ID on TV

1. Start over and 3. HD-DVR

300

True or False: A customer asks which PPV events they are being billed for. You must authenticate the customer before sharing any PPV titles. 

True

False

True

300

What strategies will help you take fast accurate notes? (Select 2)

1. Come back to your notes laster to capture additional details. 

2. Learn and practice abbreviations. 

3. Save frequently occurring notes for future use.

2. Learn and practice abbreviations. and 3. Save frequently occurring notes for future use.

300

True or false: Spectrum Internet customers can have 7 email boxes. 

True

False

True

300

What are some best practices when looking up information you don't know? (Select 2)

1. Use OKM and Spectrum.com

2. Consult your peers and local leads

3. Rely on your memory of what you have looked up in the past

1. Use OKM and Spectrum.com and 2. Consult your peers and local leads.

400

What Parental Controls are offered with our Set top box? (Select 3)

1. Block a TV show, series or channel

2. Block by user

3. Block by rating

4. Block by time slots

1. Block a TV show, series or channel, 3. Block by rating and 4. Block by time slots.

400

Charter Spectrum uses a method called cycle billing. This means that: (Select 4)

1. Not all statements are printed or sent on the same day. 

2. A customer's billing cycle is determined by the day their service is installed

3. A customer's billing cycle always starts at the first of the month. A customer's first bill will be prorated from the date of install to the fist of the mouth. 

4. We bill customers once a month for exactly one month of service. 

5. Customers are billed for their service one month in advance and payments are due during the cycle. 

1,2,4,5.

400

Your customer's bill currently runs from the 22nd of each moth through the 21st of the next month. If he scheduled the upgrade to his services to happen on the 14th of a month, we could need to educate him about what he should expect to see on his next bill. Which one of the following items is incorrect about the charges on his next bill?

1. You will see any applicable installation charges on your next bill. 

2. You will have two full months of service on your next bill.

3. You will have a partial month of the new service on your next bill, covering the period from the 14th to the 21st. 

4. You will also have one full month of service at the upgraded level on your next bill. 

2. You will have two full months of service on your next bill.

400

What are some key points of Spectrum Ultra? (Select 2)

1. Modem and security suite included

2. Up to 300/20 Mbps

3. One time activation fee is waived

4. Standard Monthly rate $89.99

2. Up to 300/20 Mbps and 4. Standard Monthly rate $89.99.

400

What itemns on the ledger show a from and not a to date?

1. Payments

2. Remote

3. Credits

4. A/R Balance

5. HSD Modem

1. Payments, 3. Credits and 4. A/R Balance.

500

John travels frequently and worries he wouldn't benefit from subscribing to our premium channels. What options are available to John to help him enjoy his programming away form home? (Select 3)

1. HBO GO

2. Starz Play

3. My Spectrum

4. Spectrum TV App

5. Netflix

1. HBO GO, 2. Starz Play and 4. Spectrum TV App

500

What types of one-time charges might appear on someone's statement? (Select 3)

1. Movies on Demand

2. DVR service

3. Installation fees

4. Late fee charge

1. Movies on Demand, 3. Installation fees and 4. Late fee charge. 

500

What is accomplished by completing Third Party Verification? (Select 3)

1. Receives a 9-1-1 acknowledgement from the customer agreeing that they understand how our 9-1-1 service works.

2. Provisions and manages phone service for subscribers. 

3. Obtains a Letter of Authorization (LOA) for all port requests, authorizing the customer's request to switch their local and long distance phone services to Time Warner Cable. (mandated by the FCC)

4. Confirms the customer's acknowledgement to subscribe to specific services.

5. Communicates data to the Phone team to be processed.

1. Receives a 9-1-1 acknowledgement from the customer agreeing that they understand how our 9-1-1 service works. 

3. Obtains a Letter of Authorization (LOA) for all port requests, authorizing the customer's request to switch their local and long distance phone services to Time Warner Cable. (mandated by the FCC)

4. Confirms the customer's acknowledgement to subscribe to specific services.

500

What are some key points of Specturm Internet Assist? (Select 3)

1. Available only based on eligibility

2. Data caps

3. $14.99 per month

4. Activation for Wi-Fi is waived unless professional install is requested

1. Available only based on eligibility, 3. $14.99 per month and 4. Activation for Wi-Fi is waived unless professional install is requested.

500

What types of issues can you resolve by being able to read prorated charges on future billing? (Select 2)

1. Assisting the customer when asked about a specific charge

2. Explain product options to the customers 

3. Calculating prorates to explain to the customer

1. Assisting the customer when asked about a specific charge and 3. Calculating prorates to explain to the customer.

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