Administrative
What's the correct TF for: A device is offline, and when you check the status light, you learn that is isn't powering on
Not powering Up
Is the number we use to contact ADT, and the number that we can provide customers if they want to callback later different?
Yes!
KB: [Process] Handling contacts from ADT, provides us a support number in case we need to transfer, but they also state that the number is only to transfer, and provides a number if the customer's want to call.
The name of the home structure includes the street where the customer lives, what happens if you disclose this information without asking for the customer’s authorization.
PII Autofail!
How do you access the camera’s video history from the Google Home app?
By tapping the Favorites or the activity tab.
What are the 1st Gen and 2nd Gen Nest Aware prices
- 1st Gen: $5/50, $10/100, and $30/$300 respectively based on billing
- 2nd Gen: $6/60, $12/120 respectively based on billing
Name all authentication methods (Legacy and Migrated)
Legacy Account - 5 Digit Code
Migrated - Online Device Prompt/App Code/Web Verification/SMS Verification
What symptom code should we use when we transfer a case to ADT because the customer can’t reach the cameras because they were installed too high by the technician?
Answer: Transfer to ADT Pro
The call started, we give our opening and confirm who we are speaking with. The customer responds and starts explaining their issue before the call dropped. Since we didn't confirm their phone number we don't attempt a callback and discard the case.
How many auto fails, if any, are found in this scenario?
- Not attempting a callback
- Discarding a valid interaction
How long do the Nest Cam Battery and Nest Doorbell Battery take to fully charge:
They both take approximately 5 hours to fully charge
Customer contacted us because they were being double charged, we checked GNest and learnt that it was due to 1st Gen and 2nd Gen being active, name what steps need to be taken. (Customer hasn't tried any troubleshooting before calling)
- Attempt to cancel the subscription from the customer's side
- Transfer directly to Tier 3
What's the correct TF for: Customer contacted us as their device has gone offline due to changing the WiFi networks and they don't know how to connect it to the new one
How to connect to Network
When ADT transfers a case to you, those cases manually have ADT selected, in what scenario should you manually change it back to N/A
"Note: If the warm transfer contact isn’t related to ADT and Google products and services that work together, change the tag to N/A under Partner Devices & Services."
We had an interaction with the customer but they had to go early so we sent them a follow up email. We closed the case and some time passes by but we noticed the case was back in our Assigned Pool. What should we do in this case?
Check if the customer sent a reply to our email and respond before closing
Name all Google and Google Nest camera products:
Double Points: Also name the dropcam models and the one camera product that is out of your scope
Nest Cam Indoor - Nest Cam Outdoor - Nest Cam Indoor IQ - Nest Cam Outdoor IQ - Nest Doorbell Wired 1st Gen - Nest Cam Battery - Nest Doorbell Battery - Nest Doorbell Wired 2nd Gen
Bonus: Dropcam - Dropcam HD - Dropcam Pro - Nest Hub Max
What are all the places customers can buy subscriptions from? (2nd Gen)
- Nest Store
- ADT
- Google Play
- Google Store
Scenario: Customer contacted us as they were unable to view their camera in their account. We authenticated the initial email but they provided us multiple emails and also they provided the serial number of their camera. We checked the Serial Number in GNest, and learnt that it was linked to one of the emails they provided so we tell them what account has it and proceeded to log in to it.
Is there anything wrong in this scenario?
We hadn't authenticated the email where the Camera was found. When we authenticate an account, we can only disclose information linked to that email, if we want to disclose information of another email we need to authenticate it as well.
You’ve received a call from a customer that has purchased his camera from ADT, after troubleshooting you determine that the device must be replaced. How should you proceed?
Answer: If the customer purchased through ADT, determine the customer type and transfer them to ADT, or advise the customer to contact ADT, as it’s ADT’s responsibility to process the RMA.
Customer contacted us as they were unable to view their devices in the home structure and needed our help. We check GNest admin and we notice that the customer has multiple structures, with PII information on the name, how should we tell the customer what structure their device is in?
Either ask the customer what the name of the structures are, or inform the customer that their home structures contain PII information and if we have their permission to disclose it.
Name the steps needed to Deactivate an old camera model from the account.
Double Points: Name the Steps to deactivate the newer camera models as well
1) Unplug the camera
2) Wait at least 48 Hours
3) Before plugging the camera back, change the WiFi network SSID or turn off the Router and turn on Hotspot
4) Plug the camera in and attempt to add.
5) Once paired change the WiFi network back, and or turn off hotspot and update the camera to the Network.
Bonus: "The new cameras available only in the Google Home app do not need deactivation. The customer can reset the cameras to factory defaults and link to another account."
What are the Nest Aware 2nd Gen Canada prices?
1st Gen: $5/50, $10/100, and $30/$300 respectively based on billing
2nd Gen: $8/$80, $16/160 respectively based on billing
Customer is contacting us regarding an issues they've been dealing with, the last contact was 10 days ago and the issue was not resolved them, should you duplicate the case?
Yes!
What is the difference between the tracking field resolutions: Transfer to ADT Pro / Transfer to ADT DIY
- ADT Pro deals with customers who had their system installed by ADT or another company. Uses the ADT SmartHome System.
- ADT DIY deals with customers who received their system via mail and installed it themselves. Have Blue by ADT and use the Blue app.
We all should know about the fact that not stating the outbound spiel in an outbound is a Privacy Auto fail, but why is it an autofail in the first place?
Due to the law in certain States where it is a 2 party consent state, this means that all parties involved need to consent to a recording for it to be allowed. Not disclosing it means we are illegally recording them and can therefore sue Google.
Customer contacted us as their Nest Cam IQ Outdoor was not powering up. We check the warranty and learn that the device was still in warranty. What should we do to replace it?
- If all troubleshooting was performed and the issue still persisted we need to transfer the Case to Tier 2 for them to process a reimbursement request as the device is permanently out of stock.
Customer is being charged $270 yearly from Nest Labs, what are the subscriptions they have based on pricing?
Hints: First subscription bought was a 10 Day subscription & They have 6 cameras
A) 2, 10-Day subscriptions ($150) and 4 5-Day subscriptions ($120)