WorksheetsTier 1 Introduction
Total questions: 10
Worksheet time: 6mins
Similar to 911, what department in customer solutions can provide 24/7 monitoring to our customers?
Tier 1 Technical Support
Monitoring Team
Advanced Issue Resolution
Home Security Squad
These are the common alarms in the panel except for:
Burglary Alarm
Fire Alarm
Medical Alarm
Phone Alarm
Multi-select: What are the ways to pull up the account of the customer in CareGenie?
Chat Transcript Number
Phone Number
Service ID/Service Number
Service Address (Home Number and Zip Code)
What button in the Quicklinks can we send an email to the customer?
Contract
Platinum
Create Docs
Create Attachments
What tool in salesforce do we use to change our auxes like lunch, break, online?
IEX
Genesys
TimeWarp
Omni Channel
A tool to be used to interact with the customers.
Genesys
Platinum Pro
Phrasegenie Ultra
CareGenie
CareGenie troubleshooting flow ended with Technician. What case summary status should we use if we processed a WO?
New
Closed
In Progress
Pending FSP Action
For Tier 1 scope, we handle these concerns except for:
Panel
Sensors
Billing
Cameras
What is the maximum chat concurrencies that we handle?
1
3
4
2
For Partial verification, how many information can we ask to the customer in order to send the passcode reminder through email?
5
1
4
2
