TSR Module 1 - 4
What is the Altice Standards of Excellence in Priority Order?
Safety
Courtesy
Reliability
Efficiency
What tool is NOT integrated within DART?
Lightspeed
What type of color coding is found in Lightspeed?
Green
Red
Yellow
Which Altice products support Smart WiFi?
Altice One
Ubee Gateway
What tools would you use to provision any AlticeUSA Equipment?
WHA
What is the AlticeUSA Common Purpose?
We enrich lives by creating and preserving connections.
What widget do you use to validate the caller's identity?
STAT
If a customer is reporting an issue regarding missing channels, which category would you choose for Troubleshooting Tips for Lightspeed?
Video
What tool is used to manage Optimum IDs
Boost
What are the tools you will use when it's time to take a payment?
IDA and IBA
What is Demarcation?
Demarcation is the point at which Optimum-owned equipment ends and customer-owned equipment begins.
Which method of CPNI verification are we prohibited from using?
Photo ID
What account statuses are available in IDA?
Disconnected
Pending Disconnect
Active
What is a Paved ID?
An Optimum ID is paved when the system detects an abnormal pattern through our mail servers.
What is the ACP?
A federal program which provides discounts to qualified households to ensure access to broadband services
To find the latest news from within AlticeUSA, where would you look in the KDB?
Field Communications
What tool will you primarily be using for documentation?
AND
Which of the tools below is primarily used for troubleshooting Video and Data?
Remedy
AND
Lightspeed
If the customer has already swapped the box and refuses to swap again, what options would you have to create the Remedy ticket?
Schedule a Service Visit.
Escalate to NOC.
A customer has been locked out of their account from too many login attempts. Using BOOST, what should we do for the customer?
AND
How many Security Questions can you reset for an Optimum ID?
Unlock Portal ID
ALL
A customer calls saying they are experiencing financial issues and the account is in Pending Disconnect due to non-pay. What can we offer, if the customer qualifies?
Promise to Pay
In order for a CSR agent to assist in determining a customer’s Optimum ID, the caller must be a particular designation. What is that designation?
Account Holder. Only the account holder can be provided assistance in managing Optimum IDs.
What are the most common methods of CPNI verification? Choose all that apply:
Access Code
Modem Mac
Cable Box MAC
What option do you choose to cancel a scheduled Trouble Call?
AND
Which link do you choose when rescheduling a Change of Service?
Cancel Order
AND
Reschedule Appt
What does Walled Garden mean?
AND
What does DMCA stands for?
Internet access is disabled, and the customer must call a Service agent to be released.
AND
Digital Millennium Copyright Act
Bonus Question
What was your trainer's previous role and how long has he/she been at the company?
Quality Advocate
2 years