Technical Random
Will you be marked incomplete if the screenshots are not added to your ticket by time of review?
Yes - signal screenshots are always required for Technical cases. All levels must be within specification.
What is an SRO?
Special Request Order - not always requiring access to the home, these visits are usually associated with work outside of the home.
When should you attempt to troubleshoot (ITG) with a customer?
If there is no recent history of troubleshooting efforts.
*Attempt to follow normal practices before scheduling an visit.
Can you request to remove Consent from a case?
No.
Even if found to not be a true matter of consent, you must work the case as is.
Outcome likely: Ticket Opened in Error
Finding your tech: What is are the first indicators you should be looking for in order to identify the area your customer/technical team resides? Name 3.
Last technician on site,
State/Town,
SysPrin (xxxx/xxxx),
Region (360 or Columbo)
What is a bootfile?
The speeds the modem is provisioned for and should be receiving.
What is a service call?
A visit requiring the support of a technical - with scheduled date/time for access to the home.
If you resolve your case and all levels are within specification but during the review process, they are found not to be, what will happen?
The ticket will be placed back into Pending and you would be required to re-engage the field.
*Depending on the direction received from the field, contact with the customer may not be needed.
What does it mean if your ticket was "opened in error"?
The cases was created as a consent but was found to be unrelated to consent (example: rate increases, btv, etc.)
Where can you find Team Karcher's Backdate tracker?
On the NED SharePoint site.
Is XRay an approved tool?
No.
Are all outages service impacting?
No.
Where can you find outage ticket information?
Best view is in e360 (also available in Timeline)
Credits: If disputing internet services only, and it is not associated with a package, how would you credit the account if credit is required?
Credit should only apply to the internet service for the amount of time it was added to the account.
Damages: If referred to Insurance, what information would you need to close your case?
Name of the insurance company, phone number (use Google if not provided by the technical team) and claim number).
Remember: No further contact is needed with the customer. Credits for damage should not be given.
When are screenshots required on technical cases?
All the time
What is an RTM?
On complaints related to outages, what information is needed to close your case?
Screenshot of signal levels passing specification and the outage details (ticket number and resolution).
For CA cases, what is the required screenshot?
Consent status and "disputed resolution" details (screenshot or copy and paste)
PPV/VOD disputes: order screen/watch history (360/timeline)
Incomplete: Where will you find the instructions for what corrections you are to make?
In the Worklog, under incomplete instructions.
Technical: What are the Coporate approved tools?
E360, Scout, PHT, and Watchtower
What is a JB ticket
Ticket associated with the Node following a RTM.
Where can you find the JB ticket information?
Watchtower
When are screenshots required?
What is the expected time for contact on an Executive Case?
2 hours