Phones can sometimes get very warm while charging, especially when fast charging. If the phone is _________ at other times, it can indicate a deeper issue.
What is cell phone over heating
100
This team handles the first interaction with our customers
What is a technician
100
I seek to understand and resolve the issue. I use and enhance my tools. I educate my customer.
What is Technician?
100
It's a resource full of "How To" information to help assist technicians solve customer's issues using key words.
What is Knowledge Center?
100
These attributes help ensure we demonstrate concern and provide confidence in our ability to resolve the customer's issue.
What is Empathy and Assurance?
200
This process details how to unlock an iOS Device when the user has ________ the screen unlock or restrictions PIN or his or her device is disabled.
What is Forgot Passcode for iOS
200
This group provides content that will be distributed throughout the enterprise in various channels.
What is Trainer (Soluto University)
200
I analyze and trend behaviors. I collaborate on trends. I create action plans for improvement.
What is coach?
200
This resource allows techs to view customer's Android device making easy and simple to use for both the tech and the customer.
What is Tech View?
200
This attribute summarizes our steps taken in resolving the customer's issues.
What is recap?
300
This article will provide the steps to _____________ iPhone/iPad feature on iOS devices. To disable this feature, the Apple ID Password is required.
What is Disable Find my iphone
300
This group provides support and development
What is a Coach
300
I seed OER culture. I instill knowledge and reinforce behaviors. I ensure tech readiness.
What is trainer?
300
This resource is gives step by step instructions on how to troubleshoot network related issues.
What is TRG?
300
This attribute proves the issue has been resolved to you and the customer.
What is Testing Resolution?
400
This article provides the information on _______________ settings that would be used to assist a user to setup email on a mobile device, PC, or Mac.
What is common email server settings
400
This group offers expertise in finding solutions when we have a difficult situation
What is Tech Leads
400
I provide real-time support. I own escalated tech scenarios. I enhance knowledge.
What is tech lead?
400
This resources stores all information regarding Verizon's policies, procedures, and device information.
What is Infomanager?
400
This attribute allows us to have a better understanding of our customer's concerns.
What is Probing Questions?
500
This article provides a walk-through of the___________ of a Galaxy S8/S8+.
What is first time set up galaxy s8
500
This group is the last line of defense for our customers when all other resources have been exhausted, they also ensure all will benefit from the outcome.
What is Mission Control
500
I explore, investigate, and solve. I create and circulate. I engage, educate and inspire.
What is mission control?
500
When all troubleshooting steps have been exhausted without resolution, this is the next step in OER.
What is Service Now?
500
This attribute protects our customers and client from potential fraud.