Show:
SharePoint
FSRs
Siebel
Equipment
Processes
100
What steps do you take to find the Email Templates
From Sharepoint go to Process email templates then select email templates then select the email template you need
100
What are the 3 types of 20 minute FSR
What is WMT, ISS only, and Post call Survey
100
How do you pull a tech's DIU for yesterday's jobs
What is Activity Tab>Query>Insert 12/06/2010 in Due field, and Tech ID in the owner field
100
How many lines does a standard IRD use?
1
100
What is RTM
Real Time Monitoring
200
List two ways to find what service region a DMA belong to
What is the EContact file, and what is the service region (found on sharepoint)
200
Name the 4 types of 60 minute FSRs
What is NC cancelled, NC Rescheduled, Work not complete, and Missing Equipment
200
How do i find FSRs
What is Service tab>All Field service request>PDQ the area you are working
200
Can you access DOD on a HD IRD
What is No
200
What is the difference between a Service SAT call and a Customer Assistance call?
What is Service SAT is a call where the dialer has called the customer and customer assistance is where the customer has called back in.
300
What are the steps to find the 20 minute FSRs in the process playbook
What is Process playbook TXCC agent processes, FSR team, 20 and 60 minute FSRs
300
The customer has called DTV to have a 2nd opinion done, what type of FSR would this fall under and what would you do?
What is 24 hour FSR and you would call the customer explain that someone will be out within 48 hours then you will send an email
300
If the tech is en route and has a ETA what do you do with work order?
What is go to Activity ETA select new input ETA and then change status to En route with ETA
300
What is a wall fish and how much does it cost?
What is when the tech drop the lines down between the walls so that lines are not visible; cost $49
300
If a customer called in on the customer assistance line and need the tech to reroll would you create a NC Truck roll or a QA
What is a QA
400
This is the list on SharePoint that you will use to locate email address for the local offices.
What is the MasTec E-Contact List?
400
When working a 20 minute WMT for NM01 you look at your computer and the time is 9:05am CST; who would you call first regarding this WMT FSR
The tech (its only 8:05am NM time-- Mountain time) then the customer
400
How can you find out if the customer has spanish programming
MAS Programming
400
If the customer is getting 4 DVRs and 2 Standards and 1 HDDVR how many lines are they needing and can they use a 18x20 ODU
12 lines and NO
400
What is the pathway to find RTM
What is site map, partner alerts, activity alerts, all activity alerts
500
When working 24 hour and the customer has a custom charge issue they were over charged..what must you use and do ?
What is log in the custom labor refund request log, log in the FSR log, and send email to local office
500
A FSR for missing equipment was created because the customer stated that the tech took the Standard IRD. Where in Siebel will tell you if the IRD should have been left there or taken by the tech?
What is Tech Action Taken
500
What tab do you use to create a zero minute FSR
What is Field SR admin
500
What is a basic installation; how much does the IRD cost?
When the tech places the dish on the roof or a location of clear los, he runs the lines down the home and drills into the house. He then neatly place the wires along the wall of the home. Standard - $69, DVR - $99, HD $99, HDDVR - $199
500
When working RTM if the tech gives you a resolution what do you do
What is put in a resolution first then change the status of the work order..and notate.