Administrative
What is all the information you are required to ask to a valid customer?
First and Last Name
Email
Phone number
What's the max amount of time you can place a customer on hold for?
5 Minutes!
Is the number we use to contact ADT, and the number that we can provide customers if they want to callback later different?
Yes!
KB: [Process] Handling contacts from ADT, provides us a support number in case we need to transfer, but they also state that the number is only to transfer, and provides a number if the customer's want to call.
How do you access the camera’s video history from the Google Home app?
By tapping the Favorites or the activity tab > Selecting the camera > The video history will be below the camera's view
Does the customer's Nest Aware subscription cover all cameras in the account?
No! It covers all devices in the home structure it was bought in, if there are more than 1 structure they need to buy more than one.
Name all authentication methods
Legacy Account - 5 Digit Code
Migrated - Online Device Prompt/App Code/Web Verification/SMS Verification
How long do you have to open a Call and how long do you have to send the customer to the survey?
5 Seconds each
What symptom code should we use when we transfer a case to ADT because the customer can’t reach the cameras because they were installed too high by the technician?
Answer: Transfer to ADT Pro
How long do the Nest Cam Battery and Nest Doorbell Battery take to fully charge:
They both take approximately 5 hours to fully charge
What are the 1st Gen and 2nd Gen Nest Aware prices
- 1st Gen: $5/50, $10/100, and $30/$300 respectively based on billing
- 2nd Gen: $6/60, $12/120 respectively based on billing
When should you duplicate a case?
We should duplicate a case when our call is a continuation of the previous interaction!
Customer contacted us as they had issues with their thermostat not cooling the house. We tell the customer:
"Oh okay don't worry! I will be more than glad to assist you with your issue today, I will do my best!"
Would this be an empathetic fail?
Yes! We provided assurance to the customer, but not empathy.
When ADT transfers a case to you, those cases manually have ADT selected, in what scenario should you manually change it back to N/A
"Note: If the warm transfer contact isn’t related to ADT and Google products and services that work together, change the tag to N/A under Partner Devices & Services."
Name the steps needed to Deactivate an old camera model from the account.
Double Points: Name the Steps to deactivate the newer camera models as well
1) Unplug the camera
2) Wait at least 48 Hours
3) Before plugging the camera back, change the WiFi network SSID or turn off the Router and turn on Hotspot
4) Plug the camera in and attempt to add.
5) Once paired change the WiFi network back, and or turn off hotspot and update the camera to the Network.
Double Points: "The new cameras available only in the Google Home app do not need deactivation. The customer can reset the cameras to factory defaults and link to another account."
What are all the places customers can buy subscriptions from? (2nd Gen)
- ADT
- Google Play
- Google Store
Customer is contacting us regarding an issues they've been dealing with, the last contact was 10 days ago and the issue was not resolved them, should you duplicate the case?
Yes!
If the customer asked you if they can put you on hold, what's the longest we can wait before we could end the call?
6 Minutes!
You’ve received a call from a customer that has purchased his camera from ADT, after troubleshooting you determine that the device must be replaced. How should you proceed?
Answer: If the customer purchased through ADT, determine the customer type and transfer them to ADT, or advise the customer to contact ADT, as it’s ADT’s responsibility to process the RMA.
Name all Google and Google Nest camera products:
Nest Cam Indoor - Nest Cam Outdoor - Nest Cam Indoor IQ - Nest Cam Outdoor IQ - Nest Doorbell Wired 1st Gen - Nest Cam Battery - Nest Doorbell Battery - Nest Doorbell Wired 2nd Gen
What are the Nest Aware 2nd Gen Canada prices?
2nd Gen: $8/$80, $16/160 respectively based on billing
An agent from the Order Management department is transferring a customer to you, what are the steps you should take before you take the transfer and with the Case that OM provides you, which Case should you work on?
1) Ask the customer if the customer's information is fully verified
2) Give your LDAP to the previous agent, and duplicate the case they give you
3) Continue Working with the automatically created case.
Do you remember the Skill Matching parameter from the QA Orientation? Describe what it means and what you would need to do to fail it
It means that we need to be on the same page with the customer, they need to understand why we are doing what we are doing. Customer shouldn't be confused by how we explain things to them and we should match their tech savvy-ness
What is the difference between the tracking field resolutions: Transfer to ADT Pro / Transfer to ADT DIY
- ADT Pro deals with customers who had their system installed by ADT or another company. Uses the ADT SmartHome System.
- ADT DIY deals with customers who received their system via mail and installed it themselves. Have Blue by ADT and use the Blue app.
Customer contacted us as their Nest Cam IQ Outdoor was not powering up. We check the warranty and learn that the device was still in warranty. What should we do to replace it?
If all troubleshooting was performed and the issue still persisted we need to transfer the Case to Tier 2 for them to process a reimbursement request as the device is permanently out of stock.
Customer contacted us because they were being double charged, we checked GNest and learnt that it was due to 1st Gen and 2nd Gen being active, name what steps need to be taken. (Customer hasn't tried any troubleshooting before calling)
- Attempt to cancel the subscription from the customer's side
- Transfer directly to Tier 3