All About TV
This is the current price for the Entertainment TV Plan
What is $30?
This system is used for customer verification and modifying secure account information, including authorized users.
What is IDA?
This is the name of the operating system used by the team.
What is Dart?
This "Expert workspace" handles claims for a connected home protection plan.
What is Alpha?
According to the notes, Lightspeed can confirm whether this piece of customer equipment is online.
What is their modem?
True or False: A Customer can purchase an optimum stream box from a third party seller
What is False?
This knowledge database contains information on billing, policies, product knowledge, and retention procedures.
What is KDB?
This board is checked to see if service is down in a customer's specific region
What is the Outage Board?
The name of the tech lead chat workspace can be found.
What is Asurion Helix?
The required action for a customer wanting to upgrade to Fiber service.
What is only upgrading if the customer specifically mentions it?
A customer can purchase this device and be able to install and use the optimum tv app
What is an Apple TV?
A billing details tool used for viewing upgrades and generating pop-up verification codes.
What is IBA?
This collaboration platform, different from Asurion Helix, is used to log notes and tickets
What is HELIX (or Remedy)?
The customer support scope includes basic troubleshooting for these core services.
What are Mobile, Internet, and TV/Cable?
Besides step-by-step guides, Lightspeed also notifies you of these area-specific issues.
What are outages?
This device allows both a coaxial and internet connection for TV
What is Optimum One ?
Used for optimum ID management, resetting devices, and activating modems
What is BOOST / WHA?
What is the acronym STAT
What is Secure Transaction Authentication Tool?
This is our full Scope of Support (Name a least 2 )
What is Troubleshooting, Activations, Optimum ID's, Wi-fi Password/Resets/Creation, Service Visits, Upgrades/Damages?
IDA keeps customer account info secure and allows for adding this type of individual to the account.
Who is an authorized user?
True or False: Customer can revert to their previous legacy packages at any time
What is False?
This tool shows step-by-step troubleshooting guides, connected devices, and the customer's modem status.
What is Lightspeed?
When should a Customer account be verified
What is all accounts must be verified, especially if you’re making account changes or provided specific account information ?
This is the specific upgrade path when changing a customer’s protection plan from HEPS.
What is upgrading to PP&S (Protection Plan & Services)?
The three distinct parts of the "Customer Compass" model for handling interactions.
What are Needs, Wants, Emotions, and Stereotypes?