Florida V Georgia FTTH Quiz

When troubleshooting, it is required to run STAT.

• True

• False

When troubleshooting is complete, a ticket should be completed...?

• Manually in Remedy

• Through lightspeed

• No ticket is needed if issue is resolved.

It is a requirement to upsell on EVERY eligible customer. (Mobile or Speed Tier)

• True

• False

The KPI objective for Quality Scores is...

• 95%

• 85%

• 70%

• 80%

It is a requirement to set expectations for the next steps, confirm if all questions and concerns have been addressed, AND summarize the interaction in the closing.

• Yes, all are required

• No, Summary is not required

• The only part of closing required is the survey promotion

• Only if the issue is resolved.

When escalating a Shared Services ticket through lightspeed, it is required to...

• Complete a second, closed ticket in Remedy.

• Create another ticket to Shared services, but closed.

• Create a Follow Up ticket in Remedy assigned to yourself.

• Escalate to a supervisor.

When the pop up in Lightspeed states the customer has a pending Outside Plant on the account, the representative should:

• Escalate to a supervisor immediately.

• Check Remedy case history and advise the customer of the timeframe.

• Submit sup callback in Lightspeed and advise customer of the 24HR timeframe.

• Transfer the customer to Retention.

When escalating a call to a supervisor for a CALL BACK:

• Use the remedy ticket template for SUP CALLBACK in Referrals and Escalations.

• Create the ticket manually by assigning the ticket to your supervisors name under Assigned To

• Create a closed ticket in lightspeed and message your supervisor in Teams.

• Create a ticket using the Referrals and Escalations for AUSA Escalations.

When should you promote the survey on the call?

• At the beginning of the interaction.

• At the end, but only if you tell the customer to give you a 10.

• Only if the customer is happy or the issue was resolved.

• At the end of the interaction, after all questions or concerns have been addressed and additional assistance was offered.

When updating the Customer Preferred Contacts you can:

• Ask the customer if the email on the account is up to date WITHOUT opening the Contact Preferences screen

• Disclose the email on the account and ask if its correct.

• Tell the customer they need to update their email on Optimum.net.

• Ask the customer if the contact preferences are correct on the account, and offer to update them on the CPC screen