Spectrum Identity and Email
Beginning Tuesday, September 24, 2024, and continuing through Thursday, October 31, 2024, in a phased approach, customers who have legacy TWC or BHN email address domains are expected to transition to using ______ to access and manage their Spectrum email service.
Previously, customers with legacy TWC or BHN email address domains accessed their Spectrum email services via ________. This change will enable representatives and customers to follow a single process for accessing and managing Spectrum identities, email addresses, and mailboxes, regardless of legacy company.
True or False: Spectrum Internet customers get free unlimited access to Out-of-Home Wifi.
False:
Spectrum Mobile customers have unlimited use of more than 15 million Spectrum WiFi Access Points nationwide.
Spectrum Internet customers who do not have Spectrum Mobile can access complementary WiFi by connecting to the Spectrum Free Trial SSID, which is limited to 30 minutes per 30 days.
Which tool allows us to replicate customer streaming experience?
8245116810455313
Masquerade
True or False: Spectrum will proactively provide credits to accounts impacted by Spectrum-declared outages from Hurricane Helene.
True
Credits for customers impacted by Hurricane Milton will follow the same business rules and are expected to be applied on a future date.
Effective immediately, you must no longer enroll affected customers in outage credits or apply manual credits for customers impacted by Hurricane Helene or Milton.
You win these points if everyone on your team has updated their Auto-Greetings to include the State.
PLEASE BE HONEST!
Beginning Wednesday, October 16, 2024, and continuing through Wednesday, November 20, 2024, we will notify customers with legacy TWC and BHN Spectrum email addresses not linked to an active Internet account that their email address will deactivate in ___ days.
30
With SPP4, customers who bundle 2 lines of business earn promotional pricing for how many years?
2 years
COM3024
True or False:
Customers who are subscribed to Spectrum TV Stream can order PPV content through us.
False
PPV isn't available through STVA, and since Spectrum TV Stream is a streaming-only offer, it would not support PPV ordering. PPV is available for customers with cable boxes, and is also available on other third-party apps including PPV.com and ESPN+. SVOD is available on STVA but customers cannot view any adult content through STVA.
GEN8908
Create a Sentiment-Friendly ARM Statement for the following customer scenario:
"Hurricane Milton hit my area and my Spectrum services are out."
ACKNOWLEGE: First of all, we hope that you and your family are safe. I know how important it is to have your Spectrum services working to stay connected during this time.
RESPOND: Safely restoring service to all of our impacted customers is currently our top priority, and we will be able to take care of your account during this time so you can focus on your family and home.
MOVE FORWARD: You'll receive an email from us over the next few days letting you know when your services will be restored, and once we have an opportunity to evaluate the extent of the damage, we will communicate with you regarding any credits that will be automatically applied to your account for the service interruption.
With the new changes to IRIS, we are no longer getting credit for just opening trees, we must make sure that we are effectively going through the steps and completing or resolving the tree before the chat ends.
To get credit for completing a tree, you must get to a stage in the tree where it either asks you if the issue is resolved and you select ____, or there are no further steps for you to select except to hit ____.
YES, END
A customer recently transferred services to a new address, but says that their online account is still populating their old address. We determine that their Identity is still listed on their old account. What steps would we take to correct this issue?
1. From the old account, open the CIMT tool.
2. Click Transfer Identity.
3. Click the Search icon and enter the account information.
4. Select the right arrow (>) and then select Confirm.
HOW7567
Name 3 Features we can manage for Voice service through CoBrowse.
Block Unwanted Callers
Block Anonymous Calls
Call Guard
Accept Selected Callers
Block Outbound Caller ID
Simultaneous Ring
Forward Calls When No Answer
Forward Calls When Busy
Forward Selected Calls
Forward all my calls
Call Waiting
VIP Ring
3-Way Calling
Speed Dial
HOW6134
If a customer is unwilling/unable to troubleshoot service issues, what are 2 steps that we should attempt prior to scheduling a technician's appointment?
-Offer to troubleshoot with someone else if available.
-Send Email Support Content, if available, for the customer to follow.
-Direct to specific self-service articles on www.spectrum.net/support.
-Suggest that the customer call back when they are on site and able to troubleshoot.
-Advise the customer of the Service Visit fee of $65.00 if troubleshooting steps are not completed prior to scheduling the appointment.
HOW6135
A customer chats in on Tuesday, October 29th at 7:00PM due to All Services Out. We determine that the customer needs a technician's appointment, and the first available appointment date is for Thursday, October 31st. How many days of credit should be applied for the customer through the Customer Commitment process update?
2 Days
If we are unable to schedule a Same Day appointment for a customer chatting in before 5:00PM, customer should receive credit for Same Day + each day up to appointment date.
If we are unable to schedule a Next Day appointment for a customer chatting in after 5:00PM, customer should receive a credit for the Next Day + each day up to appointment date.
Which Department would we transfer a customer to who is interested in setting up a transfer of service from one address to another?
Sales
A customer is having issues sending emails from their @spectrum.net email address through the Apple Mail app. We have verified that it works on the Spectrum website, and the next step is to provide the customer with the Third Party Email Client Settings. Please demonstrate how we can gather that information using Copilot HOW7567.
Using the section titled 'Third Party Email Client Settings', enter the requested information in the chart to get the third party client settings.
What are the names and speeds(Mbps) of the internet tiers offered in SPP4? (Asymmetrical Areas)
Spectrum Internet Gig: 1,000 x 35
Spectrum Internet Premier: 500 x 20
Spectrum Internet Advantage: 100 x 10
*Spectrum Internet Advantage is the rebranded name of Spectrum Internet 100. All business rules for Internet 100 apply to Internet Advantage. Internet Advantage is only available to Retention, SCS Retention, and Sales at acquisition for flagged addresses.
GEN9073
Please put the steps for How to Self-Install a Spectrum receiver in the correct order.
- Connect the power cable to the receiver, then plug the other end into an electrical outlet.
- Connect one end of the coax cable to a cable outlet, then connect the other end to the receiver.
- Make sure the receiver is on using the remote.
-Turn on your TV and then select the correct HDMI source using INPUT or SOURCE on your TV or TV remote.
- Connect one end of the HDMI cable to the receiver, then connect the other end to your TV.
- Remove the battery cover from the included remote, then insert the batteries. Make sure the batteries are facing the right direction.
https://www.spectrum.net/support/tv/digital-receiver-self-install-wb
What are 3 types of Billing UCM tickets?
-Balance Transfer
-Collections
-Damage Claim
-Debt/Restrictions
-Delinquent Customer Notifications in Error
-Equipment Research
-Missing/Misapplied Payments
-Non Pay Cancellation
-Over-the-Limit Credit
-Payment Plans
-Payment Restrictions
-PPV-VOD Research
-Refund Credit Balance
-Returned Payment Research
Name 3 of the Best Practices that positively impact AHT?
- Asking probing questions to discover your customer's needs.
-Confirm and Define customer's needs: Acknowledge your customer's concerns to ensure you are handling the correct issues.
-Trust and follow your Troubleshooting Trees to resolve the issue correctly and efficiently.
-Multi-Task: Make sure you track the chat and take notes while working with the customer.
A customer in the TWC Market chats in for assistance with their email address, rios19964@twc.com. The customer request for you to verify if the email address noemail@spectrum.net is on their blocked list. Please demonstrate how to run a script through Jenkins to answer this customers question.
Jenkins tool available in Copilot HOW7567.
Jenkins tool available in Copilot HOW7567.
What are the steps for assigning a new phone number to a customer's voice service?
AGENT OS
1. Enter a Change of Service.
2. Select One-Click Host or Advanced Host.
-One-Click Host: assigns the next available TN.
-Advanced Host: provides multiple available TN choices.
3. Click Accept to continue, or Decline to cancel, on the Telephone Number Disconnect Warning window.
4. Confirm statements are accurate and checkmark each. All questions must be checked off before proceeding.
5. Add the requested TN and click Check Number.
6. Click Done.
CSG
1. Open a Change of Service order.
2. Under Available Services, add the No Truck Code, and then proceed to the Provisioning Details tab.
3. Click TN Inventory, and select any phone number listed under Available Numbers.
4. Click the telephone number listed in the TN Inventory Pool, click the checkbox beside S telephone line, and then click the left-pointing angle bracket (<).
5. Click Yes on the prompt to insert a new telephone number onto the order.
6. Click Next on Provisioning Details tab to finish out the order.
What are the steps to scheduling a PHV for a customer requesting a new coaxial outlet to relocate one of their existing cable boxes?
1. Start a Change of Service Order
2. Under Available Services, add the S Chgsvtkvid code and the S Instaochrg code.
3. Continue through the order to the Order Details screen.
4. Fill in the fields on the Order Details screen and click Next. Click for details
-Caller name.
-Campaign Code (0).
-Your Sales Rep Number.
-Reason Code (choose one):
SA to add Sales by Inbound.
YT to add Sales by Inbound (Texas only).
5. Select Next and then Finish.
HOW245
What are the steps to cancelling a Non Pay disconnect order?
Cancel a NPD Order in AOS
HOW3755
Describe the difference between Security Suite and Security shield.
Security Suite is a software that Spectrum Internet customers can install on up to 10 Mac and Windows desktop and laptop computers at no additional cost, which provides advanced real-time cloud-based technology to give the fastest protection against viruses, spyware and other malicious software.
Security Shield is a feature automatically enabled into Spectrum Routers, which keeps our WiFi customers safe by offering protection from malware and scams by monitoring internet traffic and blocking potential threats before they can cause damage.