WorksheetsVivint smart home basics test
Total questions: 20
Worksheet time: 10mins
Please select what is your role as a TS agent.
To solve basic troubleshooting concerns over the phone
Call customer with past due bills.
Help customers upgrade their package.
Help customers creating their account.
As a TS agent I can help a customer adding a new credit card to their account.
Yes
No
I can provide assistance with following devices:
Ping camera, Outdoor camera.
Smart drive, Alexa.
Doorlocks, doorbels.
Smoke detector, CO3 detector.
AAA stands for:
Adherence, asset and absenteeism.
Acknowledge, align and assurance.
Acquire, audit and analysis.
Antivirus, android and apple.
Referrals can be offered:
It is optional
In every call that qualifies.
In a minimum of 5 calls a day.
When the customer asks for it.
If a customer tells me "All my cameras are offline"
I ask the customer to call back.
I handle it.
I transfer to ATS right away.
I check panel communication and then I transfer to ATS.
What is an FSP?
Free support.
Football soccer player.
Field specialist professional.
Free service pay.
Changing the primary or secondary passcode, billing address, cancelling the account and special instructions can only be done by:
Technicians.
Any relative.
Account holders.
ATS.
If a customer puts me on speaker I must state:
That I can only speak to the contract signer.
That this is against the company policies.
That this is a recorded line.
Nothing, they can't put me on speaker.
We always accept liability in our calls.
True
False
I can disclose specific account information with just a partial verification.
No
Yes
RMR stands for:
Real management rate.
Recurrent monthly rate.
Radio modem rate.
Radio magnetic range.
Which one of these is a door/window sensor?
PIR2
DW11
GB2
SKEY1
What is Car guard?
A Vivint device.
A Vivint package for vehicle protection.
A panel.
A technical issue.
What is the credit limit agents are allowed to offer for good will?
25$
100$
15$
50$
If a sensor is set as perimeter:
It will trigger an alarm in arm stay and arm away.
It will trigger an alarm with the system disarmed.
It will not trigger any alarm.
It will trigger an alarm after 30 seconds.
How does Vivint bill customers?
Every 4 months.
For the previous month.
One month in advance.
Every year.
Is "A combination of words" an acceptable hint for a customer that does not remember the verbal passcode?
True
False
Where do you go to update a verbal passcode?
Service card> Service details.
Platinum.
Okta.
Alarm.com.
In what status should I leave a case if we are assigning it to queue?
New
Pending customer action
Closed
In progress
