All About TV
This is the current price for the Entertainment TV Plan
 What is $30?
This system is used for customer verification and modifying secure account information, including authorized users.
What is IDA?
This is the Command center for all tools Optimum.
What is Dart?
This Asurion Application handles claims for a connected home protection plan.
What is Alpha?
According to the notes, Lightspeed can confirm whether this piece of customer equipment is online.
What is their modem?
True or False: A Customer can purchase an optimum stream box from a third party seller
What is False?
This knowledge database contains information on billing, policies, product knowledge, and retention procedures.
What is KDB?
This board is checked to see if service is down in a customer's specific region
What is the Outage Board?
What Asurion tool would you locate the tech lead chat?
What is Asurion Helix?
This is the only time when a connected expert should mention fiber upgrades/services to a customer.
What is only upgrading if the customer specifically mentions it?
A customer can purchase this device and be able to install and use the optimum tv app
What is an Apple TV?
A billing details tool used for viewing upgrades and generating pop-up verification codes.
What is IBA?
This collaboration platform, different from Asurion Helix, is used to log notes and tickets
What is HELIX (or Remedy)?
The scope of support includes basic troubleshooting for these core Optimum services.
What are Connected Home Devices, Internet, and TV/Cable?
Unlike traditional cable internet which uses coaxial lines, fiber offers these types of speeds, meaning upload and download rates are the same.
What is symmetrical speed?
This device allows both a coaxial and internet connection for TV
What is Optimum One ?
Used for optimum ID management, resetting devices, and activating modems
What is BOOST / WHA?
What is the acronym STAT
What is Secure Transaction Authentication Tool?
This is the price of Home Entertainment Protection Plan (HEPS)
What is $12?
IDA keeps customer account info secure and allows for adding this type of individual to the account.
Who is an authorized user?
True or False: Customer can revert to their previous legacy packages at any time
What is False?
This tool shows step-by-step troubleshooting guides, connected devices, and the customer's modem status.
What is Lightspeed?
This is our full Scope of Support (Name a least 2 )
What is Troubleshooting, Activations, Optimum ID's, Wi-fi Password/Resets/Creation, Service Visits, Upgrades/Damages?
This is the upgrade that a customer is eligible for when they have HEPS.
What is upgrading to PP&S (Protection Plan & Services)?
The four distinct parts of the "Customer Compass" model for handling interactions.
What are Needs, Wants, Emotions, and Stereotypes?