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WorksheetsFinal Assessment Quiz
Total questions: 28
Worksheet time: 56mins
Which system is used by parents to enroll their students into a K12 public school?
OLS
Parent Portal
My Info
OMS
Who sets up the students OLS account?
Learning Coach
Teacher
Student
Cust Support Agent
What information is located in the LC's My Info account?
Student ID
School phone number and mailing address
Courses and material shipping information
All Of The Above
Which of the following information is NOT used for Medium Verification?
Street Address
Student ID
Name of a Teacher
Registration ID
What information is required when providing the LC's username and/or password?
Their Email Address
The answer to the Password Reset Question
The home phone number
Registration ID
Case Comments should include:
Any troubleshooting steps and their results you took with the caller
Additional, pertinent, details shared by the caller
Both A and B
None of the above
If a teacher calls K12 Customer Support a student issue you should:
Help the teacher with the student issue
Create the Case under the student's contact
Include the teacher's name and contact information in your Case Comments
All of the above
Go to the _________ tab in TotalView CSR to view the student's course assignments and classrooms.
Customer Details and Accounts
Schools
Sales Orders
Fulfillment History
Which action(s) should you take when troubleshooting an OLS issue?
Try to replicate the issue
Check the KB for a possible known issue
Escalate the Case to the Supervisor Queue for Herndon Level 2 follow-up
All of the above
Before submitting a material replacement order in the OMS, gather the ______ number(s) from the LC's My Info account.
SKU
Order
Identity ID
Student ID
Always check the school's computer eligibility guidelines in the _______ before processing a Computer Replacement Request.
OMS
My Info
OLS
CCTS Support Guidelines
A Returns Letter (Reclamation) is sent to the family when any of the following event(s) occur:
Student withdraws or graduates
Student is promoted to the next grade level
Student receives a replacement computer
All of the above
Where do you go to locate Peripheral SKUs?
The LC's My Info account
The Peripheral KB Article
On a Salesforce Service Request
In TotalView CSR
What type of calls will you document under the CCTS Exception Account?
Caller is asking about employment opportunities
Caller misdialed the wrong number
"Ghost Calls" (dead air when answering the call)
All of the above
Which troubleshooting step(s) can be used to fix Class Connect issues?
Clear browser cache if session continually loads
Bypass pop-up blocker if nothing happens when the student clicks the link to go to class
Refresh the browser
All of the Above
When a hyperlink does not open, which step should you try first?
Clear Cache and Cookies
Hold down the Control key (on the computer keyboard) while clicking the link
Advise the student to reach out to their teacher to fix the link
Escalate the Case to Herndon Level 2
Which document in the KB will help you to identify the features on a K12 Image Version?
The K12 Technical Requirement Checklist
The K12 Help Site
The K12 Image Comparison Chart
The Browser Compatibility Chart
Which of the following are icons on the K12 desktop?
Online School Login
Customer Support
Computer Tips and Tools Folder
All of the Above
After 3 attempts, if a partition restore fails to resolve the issue, you should:
Restart the computer in Safe Mode
Send a restore disc to the student
Replace the computer
Escalate to Herndon Level 2
Which of the following could cause a slow internet connection?
Student needs to Clear Cache and Cookies
The computer has malware
The browser has excessive toolbars
Too many programs are running on the computer
All of the above
What website do we use to test connectivity speed?
If the computer unexpectedly shuts down:
Ensure nothing is blocking the fan
Troubleshoot for a possible virus
Troubleshoot for an internal disk error by doing a hard drive test
All of the above
Where should you go to find out if the computer is under warranty?
TotalView CSR
HP Support Center
OMS
My Info
Which of the following may be symptoms that the computer may have malware?
Excessive pop-ups
Slow computer
Changes to file names
All of the above
How many times should you run a Malwarebytes and McAfee Scan?
One time
At least 2 times
Until you have 0 infections
Always three times
What is the recommended browser when accessing the OLS?
Firefox
Chrome
Edge
Safari
Before assigning a Case to the LMI queue, always do the following:
Document in a Case Comment why an LMI session is needed
Perform a speed test to ensure they have the required minimum upload and download speeds
Provide an overview of how LMI works using the LMI overview script
Verify the student is using a K12-provided computer
All of the above
Who is the best trainer in the world?
Mandi
Mandee
Mondey
Mondeee
