1.17 New Hire Video Repair Trivia

Traditional Video

100

What package is not compatible with cable boxes?

TV Stream

200

What is our current Flagship for Video Services?

Spectrum TV Select Signature

300

Name the 5 guide types for the cable boxes

Spectrum Guide, ODN, i-Guide, Passport, and SARA

400

Please put the following equipment in the correct hierarchy for TWC.CSG market.

Xumo Stream Box

Internet Modem

HD Receiver

DVR Receiver

Wifi Router

Internet Modem

Wifi Router

DVR Receiver

HD Receiver

Xumo

500

Please list the steps for placing a DVR Swap - Home Ship order in Agent OS.

1. Access the account in Agent OS.
2. Choose the Ordering tab, Change of Service order type.
   1. If the account is delinquent, the delinquent balance must be paid before you can swap out the equipment. 
3. Click Next until the Basic Services screen shows, and set Order Reason for Sales By Inbound.
4. Click Next twice to forward to the Equipment Services tab, click the check box beside Swap DVR Receiver, and confirm Quantity is set to 1. 
5. Click Next and select Yes for Self Install Qualifier.
6. Click Next, add Bill End Date, and confirm Home Ship option is selected.
7. Select Submit, and Review the order summary.

Streaming

100

What are the 2 benefits of renting a Xumo versus Purchasing a Xumo?

The benefits with renting versus purchasing would be free replacements if the Xumo or remote are ever damaged, and Spectrum also provides 24/7 technical support for the rented Xumo's as well.

200

The ______ video package includes over 80+ popular networks and is designed for customers who prefer to Stream cable content without the need of a cable box. This package does not include access to Local Public, Education, or Government (PEG) channels, priced at $40.

Spectrum TV Stream

300

True or False: Customers are able to order PPV contect through Spectrum TV App, but not on cable boxes. 

False

400

What is required for the Voice function to work on the Xumo remote?

The remote needs to be paired to the device AND their tv

500

How many screens can a customer be logged into when not connected to their home WiFi?

Three total OffNet, but unlimited OnNet

Tools

100

Which tool allows us to search troubleshoot error codes and known issues for Spectrum TV App (STVA), SSPP (Self-Service Product and Platform) TV Channel Apps, and Spectrum Guide. 

Verbatim

200

Which UCM ticket would we submit to mail out a new Big Button Remote? 

Mail Out Request > Cable / Remotes / EquipReturn 

300

Using testing account 8349100320013106, please verify if this account is entitled to TCM channel. 

If so, please confirm channel number.

If not, please verify which package(s) the customer would need to switch to in order to add this channel.

No, customer is not entitled through Spectrum TV Select.

Spectrum TV Choice 15 

MI PLAN LATINO SILVER

SPECTRUM LIFESTYLE TV SILVER

SPECTRUM TV BRONZE

SPECTRUM TV SILVER

400

What information would you need to find a technician within the Glympse tool?

The Job Number

500

What do you do when a non-customer is reporting a spectrum line is in the road near their house?

Non-customer ETD ticket using the new shortcut in Agent OS & educate the caller regarding the ETD process

Scope of Support

100

Would you keep or transfer someone wanting to update their contact information?

Keep

200

Would you keep or transfer a customer who is swapping their Internet equipment without Video?

Transfer to Self-Installation

300

Customer is reporting the cable running from the street to their house is hanging low, do you keep or transfer them?

Keep, schedule a trouble call through the tree

400

A Spectrum Internet Assist customer would like to upgrade their internet speed, would you keep or transfer them?

Keep

500

A customer would like to activate their pod

Transfer to internet repair

Miscellaneous

100

How much is the courtesy credit, and how often is a customer eligible?

$10, one every 12 month rolling cycle. Ex; They got one in February of 2024, they are now eligible

200

Now that the Security Codes have been removed from the bill, where can customers locate their account Security codes. 

Spectrum.net or the My Spectrum App

300

Your customer has 3 Xumos and would like to add 2 more, what do you need to do?

Having 5+ Xumos requires a professional install

400

What is one of the most helpful tools, but often forgotten?

Google

500

Using Sentiment Analysis Tool | NicheProwler, please create a statement that will pass the Sentiment Analysis meter. 

Customer called in to request a technician to come out to program there new remote.

https://www.nicheprowler.com/tools/sentiment-analysis-tool