Tools
What tool do you use if Lightspeed doesn't allow you to make a ticket?
HELIX
"No Signal on tv screen"
Are you currently connected to the internet?
TRUE OR FALSE With fiber customers can use their own router and they don't need a gateway from Optimum
FALSE
No fee service visits
Total Care
What two things do you need to do before setting up a supervisor escalation?
What tool do you use to Modify Services?
IDA
"I can't connect to my online account"
What is your optimum id ?
TRUE OR FALSE Total Care has service visits for 0$
True
Customer has Premier Protection and Support (PPS) and Service Protection what will you offer?
Total Care Max
If Lightspeed prompts a service visit is not needed for the customers issue, but they have total care and are requesting a tech?
Teams Optimum Hawks and Tigers and Tech Lead Form
What is the tool you use to troubleshoot ?
Lightspeed
"My modem is new it's not connected"
did you scan qr code
TRUE OR FALSE LIGHTSPEED LAST STEP IS A REMEDY TICKET?
True
Customer has HEPS what to offer?
Total Care Plus
True/False:We can send a tech if lightspeed prompts the direct ship and swap at the local office for a tv issue?
False Only send a tech if Lightspeed prompts you to or the customer escalates for a tech (follow escalation process)
TRUE OR FALSE You can bring your own Apple tv device ?
Trueeee
Covers Tv's, Tablets, Gaming Systems, Remote Controllers
Total Care Plus
You can send any call to shared svcs? without running Lightspeed
Only send to Shared Services if Lightspeed prompts you to, or KDB and you Supervisor approves
What is close all edge instances and clear edge browse
Troubleshoot Dart
"I can't see my network on my Tv but my other devices are connected"
Have you tried to unplug the Tv
TRUE OR FALSE You can open Homebase before Z-Scaler Loads.
False
Covers Laptops, Desktops, Mouses, Monitors, Keyboards
Total Care Max
What are 3 things you need to put in the Helix Remedy for a shared svc escalation?
Acceptable Answers: Best Call Back Number, Shared Services Escalations, Back Office, Assign, Warm Transfer to Shared Services, or Escalated to Shared Services