Camera Knowledge
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
What are all the mandatory Account Information we are supposed to ask for in every single call.
Customer's first and last name - Customer's Email address - Customer's Best Callback number
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?
1) Not attempting a callback
2) Discarding a valid interaction
What are ALL the Spare Part expectations that we need to give the customer when processing one
2 Business days
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
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
Name all authentication methods
Legacy Account - 5 Digit Code
Migrated - Online Device Prompt/App Code/Web Verification/SMS Verification
Customer contacted us as they had issues with their recordings. We authenticated the customer's account and gained access to GNest admin and didn't notice any issue, we tell the customer
"I'm unable to see any issue with your subscription from our end in GNest, let me get consult with one of our Tier 2s about why this issue may be going on".
Is there anything wrong with our statement that may result in an Autofail? If so what.
We are not allowed to use the terms "Gnest" and "Tier 2" with our customers
What are the Standard Exchange delivery expectations
5-10 Business days from beginning to end of the process - 45 Days to send their device
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
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."
In a full Out Of Scope call (Not relating to Google Products whatsoever) what is the Account Information we need to ask
Customer First and Last name
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
When creating an Advanced Exchange we need to confirm about Gpay. What do we need to do?
We need to go to the gpay website and confirm their payment method.
What are all the places customers can buy subscriptions from? (1st Gen and 2nd Gen)
Nest Store - ADT - Google Play - Google Store
What's the correct TF for: Customer contacted us as after an update their app was suddenly not working properly.
Unexpected behavior following update
This is the 5th time that the customer has called, all 4 of the previous cases are related to the same issue that has been going on during that whole time, how many cases will you duplicate?
Once! Only the true parent case
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, Loma Linda, Chris' Room, Beverly Hills, how should we tell the customer in 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.
When should you send a CR in regards to RMAs
When you create an Advanced Exchange (HW650)
What are the Nest Aware 1st Gen and 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
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.
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!
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.
We sent out an update back in September in regards to keeping the customer safe from Phishing. We stated that whenever the customer orders an Advanced Exchange, they shouldn't confirm the cart link address to begin a certain way to make sure it's from us. How should the cart link begin?
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)