PST Day 6 review

Which tab in CORE should we process a Service Call Order?

• Technical

• Troubleshooting

• Change Options

• Orders

There are instances that we need to process a replacement for an equipment. What is this type of order?

• DIY Kit

• Self-install Kit

Customers with a Satellite TV service in these areas will no longer be serviced by a Foxtel professional technician. ​

• Professional Installation

• Owner install/KIT Areas

Ginny is asking if why is it better to have her box connected to IP instead of satellite when she activates her box?

• Quicker installation. No need to wait for a technician.

• Can easily move to a different location due to wireless connection.

• Easy to connect. Boxes such as an iQ5 is a self-install kit.

• Agent's metrics won't be impacted for a service call order.

We need to activate an iQ5. What information do we need in order for us to assign the box in CORE?

• STB S/N

• Smartcard S/N

• HDD S/N

• DIY S/N

Customer Olaf just got an iQ5 as a replacement for his old NDS. Upon receiving the box, he said he does not know how to set it up and asks for a technician. A pop-up showing "KIT Area" is seen in CORE. What will you do first?

• Thank you for being with us for more than 15 years and unfortunately, your address is a KIT area. Foxtel can no longer deploy technician for you. I can try to look for a local technician for you so you can contact them directly and get assistance from them.

• Sure, I can help you book a technician. Please know that there will be a fee of $200 for your requested assistance as it is not a fault. For your convenience, this will be charged on your next bill. Are you uncomfortable with that?

• Our self-install option is simple and fast. We'll send the equipment and an installation guide to your preferred delivery address. Cables are even color-coded for easy setup. You don’t have to wait for a technician, you can start using your service right away! ​We’ll even notify you when your self-installation kit is dispatched. I’m pretty sure you’d like to watch your favorite shows the soonest possible, correct?​

• As you are a valued subscriber of Foxtel, I will need to speak with my supervisor so he can speak with our CI Planning team and get you an exemption.

Which of the box activation statement is not correct?

• I can activate the box even if I am speaking not speaking with the account holder

• The box does not need to be plugged in before I activate it

• The box needs to be plugged in before I activate it

• Check if the customer has followed the proper steps in setting up the box

Ollivander has just connected his iQ5 to the internet and has a 10Play app installed on the box. His favorite series, The Big Bang Theory, will air during his dinner date and he'd like to record it. What advise do we give?

• A remote recording feature in the My Foxtel App allows you to send a command to the box to start the recording even when you are not home

• An error F0704 will show due to entitlement issues with the app as he has not signed up for it.

• The functionalities pause, record, or rewind free to air (FTA) channels are not available via internet (IP). A message will display if they try this, indicating these functions are unavailable for that channel.

What is the suggested minimum speeds for viewing HD content?

• 3 Mbps

• 7 Mbps

• 21 Mbps

• 25 Mbps

Effective 1 March, which parts of Australia will remain serviceable by a Foxtel professional technician?

• Sydney

• Brisbane

• Gold Coast

• Melbourne