Tool Time
This tool is used to create service orders and manage customer accounts but will be decommissioned soon.
What is CSG?
A tenant says they have no picture on all TVs. Which Troubleshooting Flow should you start with?
What is No Picture - All TVs?
A resident reports no service on All TVs. What should you check before opening the Troubleshooting flow?
What is confirm account is active and/or check for outages?
This is how many days a customer has to pay before a late fee is applied.
What is after 30 days?
This error means "Channel Not Available"
STBH-3802
This tool assists in checking signal issues remotely.
What is Scope?
A tenant reports the picture is breaking up or pixelated. What's the correct Troubleshooting Flow?
What is Picture Quality - Pixelation?
The caller is stating their TV is showing a black screen with no message. What should you verify?
What is verify TV source/input on box power?
How many days until a disconnection order is established due to nonpayment.
What is after 60 days of nonpayment?
This error appears when there is no connection from the cable box to the TV.
What is No Signal/Change Input?
This is the primary tool used for accessing Customer billing information
What is Agent OS?
A tenant reports they are only missing one channel on one cable box. Which flow applies?
What is Missing Channels?
Multiple tenants are reporting issues on the same property. What step is required before declaring an official outage?
What is create a Trouble Call?
This term refers to what Agents say before ending a call with an open issue.
What is a recap?
This reason code is used when placing an order on an account for an immediate change of service.
What is No Truck?
You use this tool to submit requests for Time Off or Overtime.
What is Aspect?
A tenant says their Guide is missing or not loading. Which Troubleshooting flow do you use?
What is Guide - Blank or Missing?
The tenant says the Guide is not loading. What is most likely causing this to happen?
What is a Signal issue with box?
How many Calls do you have to take in a Cycle to qualify for a Level-Up month?
What is 200 calls?
This reason code is used in CSG when adding or removing services from an account.
What is SA (Sales by Inbound)?
What tool do we use to assist with Account Login issue?
What is CIMT?
A tenant says their box is stuck in a reboot cycle. Which flow should you follow?
What is Equipment Issue - Stuck on Boot?
Where do we check for information regarding current services the Tenant is entitled to through the Property?
What is House Comments?
What type of UCM ticket do we submit when a caller states a technician damaged their property while on site?
What is a Damage Claim?
This term refers to a unique ID assigned to a cable box.
What is the serial number?