Tier 1 Introduction

Similar to 911, what department in customer solutions can provide 24/7 monitoring to our customers?

• Tier 1 Technical Support

• Monitoring Team

• Advanced Issue Resolution

• Home Security Squad

These are the common alarms in the panel except for:

• Burglary Alarm

• Fire Alarm

• Medical Alarm

• Phone Alarm

Multi-select: What are the ways to pull up the account of the customer in CareGenie?

• Chat Transcript Number

• Phone Number

• Service ID/Service Number

• Service Address (Home Number and Zip Code)

What button in the Quicklinks can we send an email to the customer?

• Contract

• Platinum

• Create Docs

• Create Attachments

What tool in salesforce do we use to change our auxes like lunch, break, online?

• IEX

• Genesys

• TimeWarp

• Omni Channel

A tool to be used to interact with the customers.

• Genesys

• Platinum Pro

• Phrasegenie Ultra

• CareGenie

CareGenie troubleshooting flow ended with Technician. What case summary status should we use if we processed a WO?

• New

• Closed

• In Progress

• Pending FSP Action

For Tier 1 scope, we handle these concerns except for:

• Panel

• Sensors

• Billing

• Cameras

What is the maximum chat concurrencies that we handle?

• 1

• 3

• 4

• 2

For Partial verification, how many information can we ask to the customer in order to send the passcode reminder through email?

• 5

• 1

• 4

• 2