FSI
What do the acronyms FSI stand for our operational workflow?
Failed self install
What do the acronyms TC stand for our operational workflow?
Trouble call
A customer calls because their cable wire is completely exposed on top of their lawn and could cause an accident. Since they need a technician visit to bury it underground, you should schedule a regular appointment slot on the CSG calendar.
Exposed wires that need to be buried underground (Bury Drop) are never scheduled on the regular CSG calendar. This process must be handled strictly via a One View Ticket and scheduled in all 999's for an external team.
A customer wants to relocate their UltraMG5000 gateway from the living room to their study room. According to the guidelines, the correct item to select in the Installation tab is "Prof Install $99.00"?
To move equipment to another room (Relocate Outlet), the correct item to select under the Installation tab is Cos Sep Trip $99.00, not "Prof Install."
(True or False): A customer calls because they want to add a brand-new TV outlet in their home office. Since this is an addition to their active service, the agent should process this request as an SRO?
False
What mandatory step must be performed in the system before dispatching a technician to the customers home?
Troubleshooting
A customer calls because they cannot access a specific shopping website, but all other websites are loading perfectly. According to Breezeline guidelines, you should immediately book a TC free of charge? (Web Problem).
NO. According to Breezeline guidelines for code 8E (Web Problem), you do not create a TC if a customer cannot access a specific third-party website while the rest of their internet is loading perfectly.
A customer calls to report a low hanging wire outside from the pole that needs to be moved altogether because they are starting a backyard construction project. Is 2B the correct Reason Code to use for this Move Drop request?
According to the "How to Key" instructions for a Move Drop request due to construction or relocation, you must go to Special Request and fill out Reason Code 2B (Move Drop).
A customer calls to request a professional installation because they failed at setting up their own modem. When keying this order, are you required to manually waive the $99.00 installation fee by selecting "Free Installation" in the Discount Tab?
The guidelines explicitly state that when a customer fails a self-install and needs a tech to install their own equipment, you select Prof Install $99.00 but you must make sure to waive the installation fee by choosing Free Installation in the Discount Tab on the right side.
True or False: A customer calls because their internet connection is completely down. While reviewing the account, you notice that their tenure is 45 days. Even though they originally started with a Self-Install Kit (SIK), you must book this visit as a TC (Trouble Call) with an $80.00 charge.
True. Once the account tenure passes the 30-day mark (45 days in this case), any service failure automatically becomes a TC ($80.00), regardless of how the account was originally installed.
True or False: If an account has been active for 45 days and the original order code was "Ship Deliver," any non-working equipment issue should automatically be processed as an FSI because it started as a self-install.
The correct answer is False. According to your campaign rules, once an account's tenure is more than 30 days (in this case, 45 days), any non-working equipment issue automatically becomes a TC (Trouble Call) with an $80.00 charge, regardless of whether the original order was a self-install
A customer reports that their TV has a completely blue screen and no image at all. After troubleshooting, you determine a technician is needed. Is the correct appointment code FSI because the customer has had active service with us for only 20 days?
NO. According to your campaign's guidelines, a blue screen or lack of image must be booked as a using code 7A (No Video) with a possible cost of $80.00.
When entering a Move Drop request, CSG will automatically schedule the order for the next day, and we must guarantee this specific arrival date to the customer during the call.
Even though CSG automatically drops the order for the next day, you must not guarantee that specific date to the customer. The guidelines state they will be rescheduled internally by dispatch/routing without customer notification, so agents should just state we will be out as soon as possible.
A customer wants to add an additional cable line/outlet for a new TV in their bedroom. Can you process this request under the SRO workflow?
Adding an additional line or outlet requires a Change of Service (COS) workflow and a technician visit (costing $99.00). The SRO workflow is strictly for maintenance situations where the service is already working (like moving an outside drop line or burying a cable)
An account has been active for exactly 10 days. The customer processed a Self-Install Kit (SIK), but the internet is not working after completing full troubleshooting. Can you book this appointment as an FSI with a cost of $0.00?
Correct Answer: Yes. According to the matrix, if the account tenure is 30 days or less and the order history shows an SIK / Ship Deliver, the result is an FSI with a $0.00 cost.
A customer calls 20 days after their account was opened. Their order history shows they originally had a "Professional Installation." The equipment is now failing. Should this be booked as an FSI or a TC?
An account with 30 days or less of tenure only qualifies for an FSI ($0.00) if the previous order history was an SIK, Ship Deliver, or Tech Deliver. This account originally had a Professional Installation; it automatically routes as a TC regardless of being under the 30-day mark.
A customer calls to report that the phone line on the street is hanging very low, but they confirm that their internet and phone services are currently working perfectly. Can you create a TC for this situation?
No. According to the guidelines for code 7Q (Low Drop), you can only create a TC code 7Q if there is NO service active. Since the customer confirmed that both their internet and phone services are currently working perfectly, a regular TC is not the correct path for this specific scenario.
A customer calls because a third-party contracting company was supposed to bury their drop today, but no one arrived. Can you look up the exact external contractor calendar directly in CSG to give the customer a new specific appointment time?
Bury drops are assigned to a third-party contracting company. You cannot see their exact calendar in CSG, and it is the contractor's responsibility to contact the customer directly to coordinate and schedule the physical visit.
For both "Relocate Outlet" and "Installing Customer Equipment" professional installs, entering 000 in the Campaign Code field is part of the standard billing system entry process.
According to the billing step-by-step instructions ("How to Key") for both scenarios, you must manually fill out the Campaign Code tab with 000.
(Yes or No): A customer reports that their internet services are working perfectly, but a recent storm knocked the cable line down, and it is now lying on their driveway. Is a regular Trouble Call (TC) calendar slot the correct way to schedule a technician to fix this?
Correct Answer: No. Since the line is on the floor due to weather, this is an SRO scenario that must be coded as a Storm Drop. If services are working, it follows the SRO routing process rather than a standard TC.
True or False: A customer calls because they just bought their own modem and want Breezeline to provision it and make sure it works. Since the account has been active for only 15 days, this appointment should be booked as a free FSI ($0.00)?
False: When a customer states they are buying their own modem, it must be booked as an FSI with a charge of $99.00, not $0.00.
A customer calls to report that the modem doesn't have any lights. After troubleshooting with them and changing the power outlet, is the correct appointment code TC for this situation?
Answer: No. According to the guidelines we have to proceed with modem swap.
When a customer has active services but needs their cable wires buried underground because they are exposed on the lawn, IS this request processed using a regular Trouble Call?
It's stated in the guidelines, burying an exposed cable wire when services are working is handled exclusively via a One View Ticket under the SRO workflow, not a standard Trouble Call (TC).
A customer calls because they want to move their internet modem to a completely different room in the house. Since this requires a technician visit to move or activate a new line, is there a charge of $99.00?
Relocating an outlet or gateway to a completely different room requires a professional technician visit, which carries a standard charge of $99.00 (Cos Sep Trip), and the customer must be made aware of this fee.
(True or False): When a customer calls for assistance because they failed to install their own modem, you must select Prof Install $99.00 in the Installation tab, but you are required to use the Discount Tab to apply a "Free Installation" waiver so the customer is not charged.
True. The guidelines for "Installing customer equipment (Failed Self Install)" state that you must choose Prof Install $99.00 but explicitly instruct to waive the fee using the Discount Tab on the right side.