Scenario-Based
If the customer calls in to request their bill balance, what details are to be provided?
The Current balance, Overdue balance (if applicable) and Due dates.
How many billing cycles are there in Cerillion?
5
When locating Cerillion accounts in ACUT, what prefix should be used?
JAM
Eg. JAM50690642
What application do we use to assist with troubleshooting?
Resolve
If the customer calls in to report that they have no internet, what are 3 steps that should be taken before transferring to Tech (if applicable)?
1. Check for overdue balances/barring.
2. Check for outages in the area
3. Power-cycle the modem
Once an invoice is generated, how many days does the customer have until payment is due?
28 days
True or False - You should provide the customer with the system-generated appointment date.
False
Name 3 Cable troubleshooting steps that can be done in Resolve.
Password reset, Factory reset, Reboot
If a customer calls in to report no dial tone from their Landline and all relevant troubleshooting was completed with no resolution, what should be done as the next step?
Create a fault ticket on ACUT
True or False - Customer has the option to select/change their billing cycle.
False
What queue should we save and route Cerillion fault tickets to?
W-HFC Diagnostics
If a customer calls in to complain about missing channels on AVS, what is the main troubleshooting step that should be completed?
Channel Scan
If a customer calls in and states that they keep getting a message that they have an overdue balance but they made a payment 3 days ago, what should be done?
Collect the relevant details and escalate the missing payment to ITOperations@cwc.com, ITOperationssupport@cwc.com, ccescalation@cwc.com.
What is the tax rate for:
1) Internet & Cable Services
2) Telephony Services
1) 15%
2) 25%
When a Truck icon is on the left side of the ticket, what does that mean?
It means that a Tech visit has been scheduled.
What are the steps to completing a runbook?
Click 'CPE' at the mouse icon, Ensure correct modem is selected, change 'Test Type' to 'Full', Click 'Execute'
If a customer calls in and reports a loss of internet service but there are no outages, and we see an overdue balance, where in Cerillion do we go to confirm if the service was barred due to non-payment?
Provisioning History
What is the formula for calculating proration/rebates?
(Total cost of product/# of days in month)*# of days to be charged/credited
Should we create a fault ticket if there is information at the 'Potential' section of the ticket?
Yes
When do you complete a CMTS device reset and how long does it take?
DOUBLE POINTS
When the modem is online and it takes 2 minutes.