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WorksheetsValidation - October 2020
Total questions: 10
Worksheet time: 3mins
Can we cancel a Trouble ticket if account is not validated?
Yes, but need TT #, Date and Time
Yes, anyone can do it no info required
No, validation is a must
Only as per agent's discretion
Inquiries on Equipment (Have not received; When will I receive), held order status information and WMT inquiries are allowed if account is:
Validated with Primary method such as Passcode, PIN, or DOB
No validation required
Limited - Caller uses PIN when Passcode has been created
None of the above
Can we replace a modem for a residential account that has not validated?
Yes, as long as they have the service address.
Account needs to be fully validated before replacing a modem
We no longer replace modems
Account does not need to be validated
Can we Reset Email Password if account was validated with PIN when Passcode exists on the account?
Yes
No
Depends on the scenario
None of the options mentioned
Can we Reset Wi-Fi Password if account was validated with PIN when Passcode exists on the account?
Yes
Only on suspended accounts
No
None of the mentioned above
Can a Trouble ticket be created if account is not validated?
Yes
No
Only for CA, TX , FL customers
Only in Ohio due to new regulations
When can you Disclose/Add/Modify/Delete Frontier ID's for residential accounts?
When account has a passcode and was provided
When account has a passcode but was authenticated via PIN or DOB.
When service address is provided
Whenever customer requests
When can you do call forwarding?
No validation required
validation required
At customers' demand
None of the options mentioned
In order to reset a VM PIN we need: (select all that apply)
No validation required
Validate via Passcode
At customers' demand
None of the options mentioned
For Ohio POTS customers, what can we do?
Offer Inside wire protection plan before creating TT.
Skip going to the NID to check for dial tone
No tickets can be created for that state
None of the options mentioned
