Knowledge Check #5: Tools Overview

Which tool houses or provides links to most of the other tools?

• IDA

• ABC

• DART

• Remedy

Answer explanation

DART (the Desktop Application Resolution Tool) houses many tools, widgets, and links that you will use every day, including the other three on this list - IDA, ABC, and Remedy.

What tool will you primarily be using for documentation?

• WHA

• Remedy

• STAT

• Outage Board

Answer explanation

Documentation in Remedy is required by every agent in all of our Call Centers. In addition to documenting your current call, Remedy can also be used to refer to any Ticket History or previous interactions the customer may have had with previous agents.

What tool do you use to validate a caller's identity?

• Pactolus

• IBA

• Lightspeed

• STAT

Answer explanation

STAT is the Secure Transaction Authentication Tool. It is used to verify CPNI (Customer Proprietary Network Information) and the safety of the customer's account.

Match the tool to its function.

IBA/ABC

• Reviewing Payment options, Issuing credits, other Billing functions

• Verifying that the caller is authorized to perform the requested change

• Keeps records of Detailed Customer Information, billing and collections information, etc.

• Shows current service outages and tools outages

Answer explanation

IBA/ABC (Intelligent Billing Assistant/Agent Billing Console - Reviewing Payment options, Issuing credits, other Billing functions

Match the tool to its function.

STAT

• Reviewing Payment options, Issuing credits, other Billing functions

• Verifying that the caller is authorized to perform the requested change

• Keeps records of Detailed Customer Information, billing and collections information, etc.

• Shows current service outages and tools outages

Answer explanation

STAT - Verifying that the caller is authorized to perform the requested change

Match the tool to its function.

IDA

• Reviewing Payment options, Issuing credits, other Billing functions

• Verifying that the caller is authorized to perform the requested change

• Keeps records of Detailed Customer Information, billing and collections information, etc.

• Shows current service outages and tools outages

Answer explanation

IDA - Keeps records of Detailed Customer Information, billing and collections information, etc.

Match the tool to its function.

Outage Board

• Reviewing Payment options, Issuing credits, other Billing functions

• Verifying that the caller is authorized to perform the requested change

• Keeps records of Detailed Customer Information, billing and collections information, etc.

• Shows current service outages and tools outages

Answer explanation

Outage Board - Shows current service outages and tools outages

Which of the tools below is primarily used for troubleshooting Video and Data?

• BOOST

• VAT

• Lightspeed

• IDA

Answer explanation

Lightspeed is the tool you will use to troubleshoot Data and Video. This elegant tool provides you with step-by-step guidance to troubleshoot almost any issue and will even push needed data to Remedy so you can quickly wrap your calls. 

Match the tool to its function.

WHA

• Provisioning equipment

• Optimum ID Management

• Billing assistance

• Provides guidance for ID Management and Provisioning

Match the tool to its function.

BOOST

• Provisioning equipment

• Optimum ID Management

• Billing assistance

• Provides guidance for ID Management and Provisioning