Final Assessment Review - Tier 1

A good example of needing to escalate a Work Order to a P0 would be:

• There are no available schedules within a week

• Our Smart Home Professional did not show up for the appointment that the customer had scheduled with Vivint.

• There are no available schedules within 2 weeks

• There are no available schedules within 4 weeks

Answer explanation

Open the Knowledge Base and look for "Escalate Work Order in CareGenie"

Our Work Order notes are the only instructions our Smart Home Professionals receive.

True or false?

• TRUE

• FALSE

Answer explanation

Need the Work Order Templates? Open the KB and look for "Schedule a Work Order in careGenie"

How much is the Standard Co-pay for a Work Order if the customer has not completed the required troubleshooting?

• $35

• $49

• Waived

• $99

What does your case status need to be if you scheduled a Smart Home Professional?

• Pending FSP Action

• Closed

• In progress

• New

Where would you go in this toolbox to make sure that the panel, app and dealer site are all reflecting the same information?

• Update Panel Software

• Push OpenVPN Config

• Sync System

• Ping Panel

You can use the mute button in place of putting the customer on hold for an extended amount of time.

True or False

• TRUE

• FALSE

What product is pictured here?

• Panic 1

• GB2

• PIR2

• Skey2

If a customer calls in with the following issues, which would we troubleshoot first?

• Expired panel

• PIR chime not working

• DW11 Tamper

• Whichever the customer wants

Speaking to the next representative before transferring the customer is called a:

• Dark or Miss

• Warm or Consult

• Hot or Confirm

• Cold or Blind

Are Tier 1 specialists permitted to click this button?

• Yes

• No

Answer explanation

Leadership will create/approve your WO; your job is to schedule it.