Vivint smart home basics test

Please select what is your role as a TS agent.

• To solve basic troubleshooting concerns over the phone

• Call customer with past due bills.

• Help customers upgrade their package.

• Help customers creating their account.

As a TS agent I can help a customer adding a new credit card to their account.

• Yes

• No

I can provide assistance with following devices:

• Ping camera, Outdoor camera.

• Smart drive, Alexa.

• Doorlocks, doorbels.

• Smoke detector, CO3 detector.

AAA stands for:

• Adherence, asset and absenteeism.

• Acknowledge, align and assurance.

• Acquire, audit and analysis.

• Antivirus, android and apple.

Referrals can be offered:

• It is optional

• In every call that qualifies.

• In a minimum of 5 calls a day.

• When the customer asks for it.

If a customer tells me "All my cameras are offline"

• I ask the customer to call back.

• I handle it.

• I transfer to ATS right away.

• I check panel communication and then I transfer to ATS.

What is an FSP?

• Free support.

• Football soccer player.

• Field specialist professional.

• Free service pay.

Changing the primary or secondary passcode, billing address, cancelling the account and special instructions can only be done by:

• Technicians.

• Any relative.

• Account holders.

• ATS.

If a customer puts me on speaker I must state:

• That I can only speak to the contract signer.

• That this is against the company policies.

• That this is a recorded line.

• Nothing, they can't put me on speaker.

We always accept liability in our calls.

• True

• False