WorksheetsT1 Week 2 Review
Total questions: 24
Worksheet time: 13mins
When troubleshooting a panel which step is not in the flow?
Power Cycle
Ship Panel
Reboot
Ensure Wiring
Which sensor is this?
DW11
SMKT3
GB2
PIR2
Which device is this?
Takeover Module
GE Translator
Airbridge
PLC/POE
Speaking to the next Rep before transferring?
Cold or Blind
Hot or Confirm
Dark or Miss
Warm or Consult
When do we escalate a WO to P0?
No appointments over 4 weeks
FSP No Show
Reapeat Visit Issue
No appointments over 2 weeks
What does ACT stands for?
Acknowledge Care Turn
Assess Collaborate Turn
Assess Care Think
Acknowledge Control Think
Do we troubleshoot Panel alerts first, before Sensors?
True
False
Steps to place the Panel on Test?
Service Card>Open Central Station>Place Panel on Test>Submit to Central Station
Panel Card>Panel on Test
Equipment Lookup>Panel
Service Card>Service Details.
Standard Co-Pay for a Work Order?
$49
$35
Waived
$4.95
When the Panel has red alerts and shows Expired is it connected to Vivint?
Yes
No
Which are the only instructions the Smart Home Pros Receive?
Case Notes
Credit Notes
Work Order Notes
Case Status
Which of the following departments do we ALWAYS warm transfer to?
Account Creations and Services
Advanced Technical Support
Advanced Issue Resolution: Questions
Advanced Issue Resolution: Escalation
Can you use the mute button instead of Hold for support?
True
False
Sometimes
What are some things we should NEVER state to a customer about a WO?
Specific time of arrival
Someone 18+ must be during the appointment
Weekend or night appointment
Technician will call ahead
Where can we see the tracking info for a shipment?
Service Card
Transfer
Work Orders Card
Shipments Card
Which components do you include in your greeting?
Your Name
Customer's Name
Vivint
Recorded Line
Do we transfer calls to Advanced Issue Resolutions Questions Line?
Yes
No
When the cover is loose or not well placed in a sensor is called?
LoS
Low Battery
Tamper
Fault Open
When scheduling a tech, what should be the Case Status?
Closed
New
Pending FSP Action
In Progress
Where do we go in Platinum Toolbox to get the app and dealer site reflect the same information?
Push OpenVPN Config
Sync System
Update Panel Software
Ping Panel
Which of the following are parts of the hold process:
Apologize the time in hold
Thank the customer for the hold
Ask permission to place them on hold
Check every 2 minutes
If the customer wants to cancel the service in the first 29 days, which department would we transfer them to?
Moves
ROR
EOT
Billing
When should we schedule a WO?
At the beginning of the call
When CG flow guides it
Anytime when leadership approves
We never schedule WO
What do we troubleshoot as T1 Specialists?
Cameras
Networking
Panels and Sensors
Doorlocks and Zwave
