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WorksheetsS2 Game - Final
Total questions: 20
Worksheet time: 10mins
What does an Asset mean in Sling and on Conviva?
The amount of time streamed on Sling
The different devices the customer is using
The amount of time the customer was streaming during the selected date range
The total amount of streams (shows/movies) your customer watched
Why is it important to tailor your questions based on customers cues?
It'll improve call efficiency and your customer's experience
Tailoring questions helps build a connection with your customers
Not all customers have the same comfort level with our technology
All choices are correct
What type of ISP (Internet Service Provider) can the Customer Experience team NOT validate?
Spectrum
They can validate all ISPs
Comcast
Mobile ISP
What resources do you have to assist customers with missing locals?
Missing Locals/Regionals Flow
Locals on Sling Knowledge Article
Missing OTA Locals Flow
All choices are correct
John is having remote issues. What 2 solutions you should offer first?
Replace the remote, reset the AirTV
Replace batteries, reset and repair remote to AirTV.
You should replace it first and not offer any other solutions
Reboot the AirTV, Unplug the device
True or False: A customer using a mobile ISP is attempting to view Sling on a mobile device.
True
False
True or False: Customers must have an AirTV device to watch locals.
True
False
What could cause a customer to have internet connectivity issues?
Too many applications open on the device
The distance from the router and/or obstacles in between
Browser settings on websites
All choices are correct
What are the steps to perform a soft reset on an AirTV?
Use settings menu
Use a paperclip to press and hold the recessed reset button for 15 seconds and then release it.
Press the reset button on the back of the AirTV, then immediately release it and allow it to power back up
All choices are correct
When should you skip steps in flows?
Whenever you feel like the step isn't needed
When you've already attempted the step
Never
If you know a step will fix the issue that's further down
Where would you go to update the Sling App on an Android device?
Google Play store
The App Store
Sling App
Settings
What steps should you follow to access Convivia through Adobe Commerce ?
Adobe Commerce > Open Viewership > Convivia
Adobe Commerce > Connectivity Tab > Open Viewership
Settings > Data > Convivia
Okta > Convivia
What app will customers use to scan for locals?
AirTV App
OTA App
Sling App
Locals App
True or False: Customers need to send back their old AirTV device to receive a new one.
True
False
What is the best solution for a customer whose TV doesn't have the Sling TV App pre-loaded and it's not available for download?
Suggest the customer download the Sling TV App on their cell device to watch content there.
The best solution is to connect a Sling-compatible streaming device, such as a Roku, Firestick, or Apple TV.
There isn't an alternative option. This customer can't use the Sling TV App.
Suggest the customer purchase a more up-to-date TV.
How do customers delete the AirTV device from the Sling App?
Go to Sling App> Settings>Local Channels>Connected Devices> Remove AirTV
Unplug the AirTV
You can't delete the device from the Sling App
Delete the Sling App
Which of the following is NOT a jumpstart question?
What device are you currently using?
What were you trying to do when the issue occurred?
When did this start happening?
Is this happening on one or multiple devices?
Which AirTV device lets customers view apps like Sling, Netflix, and Disney Plus?
AirTV Player
AirTV Mini
AirTV Anywhere
Both AirTV Mini and AirTV Player
How do you clear cache for a customer using an Apple IOS Device?
Long hold on Sling app > Clear Cache
Settings>Apps>Sling>Clear Cache
Apple recommends uninstalling and reinstalling apps to remove cached files and data.
All choices are correct
What steps should you follow to restart an Amazon firestick?
Settings>My FireTV>Restart
Reinstall app
Unplug it, then plug it back in
All choices are correct
