WorksheetsJudgement Day
Total questions: 50
Worksheet time: 2hrs 5mins
What is support page for Epson America Inc?
www.epson.com
www.epson.com/support
www.epsonamerica.com
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
How do you properly save the incident note?
Hit the X button
Send on save
Save
What tab will lead you to the Support page of the product?
POI
Other URLs
Product Web Page
You hit this button to send the email to customer.
Other URLs
Search Knowledgebase
Send on Save
Where do you go to select Windows 10?
Problem Type
POI
Operating System
This nozzle check needs print head cleaning
True
False
We still need to reseat the ink cartridge before sending E-call for project expressway
True
False
Doing this can resolve an Ink not recognized issue
True
False
What is a complete Power cycle?
Restarting the printer
Turn off the printer and let it sit for 5 seconds before turning it back on again
Unplug and re-plug the power cable
When agents provide the recap, they should sound confident when they present the solution and avoid sounding "indefinite".
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
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 do we PING for the device Connection to Pass?
IP address of the Computer
IP address of the Printer
USB Printing Support
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
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
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
What do we use to initially check the warranty status of the product?
DOP/POP
Serial Number
Launch Date under POI
We require our customer to send a screenshot of the "ink not recognized" error before we can send them replacement inks.
True
False
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
What kind of replacement unit will the cust get if he bought the printer last Nov 01, 2019?
Brand new unit
Refurbished unit
Substitute model
Printer is not having a HF. Cust said he bought it from E-store 2 weeks ago. What's your next move?
Advise cust that it's INW and will replace the printer
Refer cust to E-store returns since DOP is less than 30 days
Advise cust to take it to the nearest service center
What INW option requires customer to provide us a Credit card so we can put a hold amount until we receive the defective printer back?
WURFE
No charge WUE
WUE
In this INW option, cust needs to send us the defective printer first before we can send them the replacement one...
WUE
WURFE
No charge ECCC
What are the two out-of-warranty options?
WUE
ECCC referral
ECCC referral + Customer Appreciation Program
Do we continue with the troubleshooting if customer is using 3rd party inks on the printer?
No! Advise them to buy Genuine Epson inks first then call back
Yes! But before anything else, educate cust that we can't guarantee that it will work with our machines.
What do you call the Scanning Software we use for our Scanners?
Microsoft Paint
Epson Scan settings
Epson Scan
Cust called in because he's having a hard time installing the AIO printer wirelessly.. What should be your next move?
Make sure cust is typing the write password
Adv cust to call router vendor to get the SSID, Security Type, and password
Make a copy
We reseat the USB cable in order for us to add the printer icon back in the Devices & Printers window
True
False
We always advise our customers to turn OFF the printer and unplug the power cable before moving the ink carriage/doing a carriage fix as part of troubleshooting a Paper jam error.
True
False
A customer says, "My Epson WF-3540 doesn't print. It just spits out blank pages. It feeds the paper through, but doesn't give me any printout." This means all of the ink cartridges are not recognized.
True
False
Select the things we check in Devices & Printers before printing a Test page
Should only have 1 printer icon for that model
It should print a Test page
No pending documents
Set as Default printer
Both Printer and Scanner icon should be available
Select some ways on how to launch the Print Window
CTRL + P
File > Page Setup > Print
File > Print
Click the "Print" icon on the screen
Use iPrint to print from PC
The Expression Photo HD XP-15000 Wide-format Printer supports 13 x 19 paper size
True
False
What's the file name of the Drivers and Utilities Combo Package Installer for the Epson Workforce WF-3640?
WF3640_64_NA.dmg
WF3640_Lite_64_NA.dmg
Epson_WF3640_64_NA.dmg
You found out that there are THREE printer icons showing for your printer under Devices and Printers. What should be your next step?
Delete all of them and add just one
Try each icon and see what among them will print the Test Page
Check for pending docs, delete all then add just one
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
