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WorksheetsEnd of Week 2 quiz
Total questions: 35
Worksheet time: 1hrs 4mins
When agents provide the recap, they should sound confident when they present the solution and avoid sounding "indefinite".
True
False
It is important that agents DO NOT repeat what the customer had completed as per KB40868.
True
False
What do customers need to ask from their router / network provider if we've already completed all necessary steps to troubleshoot wireless issues?
Network name (SSID)
Anti-virus software
Wireless passord
Security type
Router name
Customer called in for a WorkForce ET-4750. Which email template should we send to the customer as per Service Alert: Offering E-Call for Print Quality Issue?
Print quality troubleshooting
Print quality troubleshooting - Eco tank
What option below do we select IF all we want is to check the current network connection of the printer?
Left image only
Right image only
Both image
None of the above
Why is it important to print a Network Status Sheet after the Wi-Fi setup wizard whether successful or setup failed?
To check if the product is working standalone
To check for the IP and DG number if successful and check where it failed if not
To make sure you're following P-C-D-A
Cust is calling in for an All-in-one printer. How do we check if the Product passes?
It turns ON without any error and it can make a Nozzle check
When copy is coming out blank
Asked cust to Print/Preview from the PC
It turns ON without any error and it can do a Copy
How to we check a single-function scanner if it's working standalone?
It prints a Nozzle check
It can make a Copy
Solid Ready/Power light
Advise cust to make a Preview under Epson Scan
When can we say that a single-function printer is working standalone?
When we're getting a solid green/blue power light
It's turning ON and can make a copy
Printer turns ON without any error and it can make a Nozzle check
When cust just replaced all the inks
To determine that the computer and the printer are communicating over the network, we have to _____.
ping the IP Address of the printer
print a Windows Test Page
install the printer and the scanner drivers
copy a document or photo
What type of virtual printer port is used by the printer for Epson printers that are connected to the network?
Standard TCP/IP Port
EpsonNet Print Port
LPT1
USB001
What do we PING for the device Connection to Pass?
IP address of the Computer
IP address of the Printer
USB Printing Support
Where do we go in the PC to check if a USB connection passes?
Command Prompt
Device Manager
Control Panel
Where in the PC do we go to check for the printer icon?
Control Panel
Device Manager
Devices and Printers
The customer can print wirelessly from the computer however the paper comes out blank. After printing the nozzle check pattern, the paper was still blank. The issue is with the.....
Agent
Product
Connection
Driver
When is it required provide the Reference Number of the call?
Resolved Issues
Customer Disconnected
Inquiries about the printer
Unresolved issues
Which button below do you click on to when sending emails to the customer?
Save
POI
Audit log
Send on save
A part or accessory of the scanner that allows scanning positive slides and negative films.
OCR
ADF
TPU
Epson Scan
When do we use "descreening" when scanning?
To improve the resolution of the scanned image
To remove dust on old photos.
To remove scratches.
To remove "screen door" effect on your images
In Epson Scan, what image format lets the cust scan multiple sheets and save them in just ONE file?
JPEG
TIFF
Mr. O'Brien's Artisan 810 was able to copy before calling us. USB printing support was also present in the device manager. How will you know if the printer driver works?
Probe if the customer installed the driver using the disc or download.
Print a Windows Test Page.
Do a nozzle check to confirm printer's functionality.
Set the printer to default and ask the customer to print from any application.
Kyle has a Perfection V600 Photo Scanner and calls about not being able to scan. He keeps getting the error message: Epson scan cannot be started. He mentioned that there's no flashing light, only the green light on and steady. He also said he is connecting the scanner via a USB cable. To check if the scanner is detected and recognized properly by the computer, John should go to ______________ and look for the line item _______________.
Control Panel > Print Spooler
Device Manager > Other devices
Control Panel > Windows Image Acquisition
Device Manager > Imaging devices
Which version of Epson Scan does the Epson ET-3750 have?
Epson Scan Utility
Epson Scan 2 Utility
What connection setting do we set under Epson Scan Settings if the printer is connected via USB?
USB
Local
Network
Cust wants to scan multiple pages and save them under just one file in his PC. What format should we choose under Epson Scan?
JPEG
TIFF
PNG
The Epson Perfection V850 supports film/transparency scanning.
True
False
A feature of the Epson Scan software where it lets you place multiple originals on the glass and save them individually.
Thumbnail Scanning
Batch Scanning
Automatic document scanning
Cust just install the printer driver on his PC. How can we tell if the printer is working fine?
By printing a document from one of his applications
By printing a Test page
iPrint is only for printing. If cust wants to scan, they need to download Document capture Pro or DocumentScan.
True
False
How do we print a Nozzle Check using the Printer driver on the PC?
Printing Preferences - Maintenance
Printer icon - Printer properties
Printer icon - Nozzle check
Epson ET-16500: What should customer press in order for the printer to start initialising the ink tank?
Stop button for 3 secs + One of the Start buttons
Start button for 3 secs + Press and release stop button
Stop button once + One of the Start buttons
What tab do you click to enter the product name?
Other URLs
Send on save
Model lookup
What tab do you click to check customer's existing profile?
Contact search
Product Web Page
Contact Tab
What tab will lead you to the Support page of the product?
POI
Other URLs
Product Web Page
Customer wants to use the printer for printing however, he doesn't have the drivers yet on the PC... What should you do at this point?
Offer E-call for first time driver installation
Check Product first then send e-call
Check product then connection first before sending e-call
