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WorksheetsAssessment Review - Amber
Total questions: 55
Worksheet time: 30mins
After making Account Maintenance changes (like updating the emergency contacts, we click ______ to ensure that our changes get sent to monitoring.
Refresh
Submit to Care Genie
Submit to Central Station
Closed
What information can we get from a customer to Partially Verify the account?
Contract Signer's Date of Birth
Primary Phone Number
Service Address
A name or phone number from the emergency contact list
If you need help with completing Account Maintenance issues (like updating the verbal passcode, updating permits, etc), where can you find the right flow on Care Genie?
Click on the Service Card
Use Equipment look up and search Account Services
Use Equipment Look up and search Verbal Passcode
How much does it cost to send a Tech if the customer does NOT have the Vivint Protection Plan (VPP)? (Not a billable issue)
$149
$49
$99
$79
Which important things need to be on a Work Order for our Smart Home Professionals? Select the two that apply.
Case Notes
Detailed Work Order Notes
Choose ALL equipment that needs to be fixed/replaced
Which in quick links would we send a passcode confirmation for a partially verified customer?
Platinum
Create Documents
Where do you go to update the verbal passcode with a fully verified account holder?
Quick Links>Create Documents
Service Card>Details
Service Card>Open Central Station Information
Quick Links>Create vAttachment
If a motion sensor is set as interior follower, when will the alarm be triggered?
Will alarm after a 30 second delay when armed away
When armed away and it detects motion will trigger instantly
When armed stay or away and it detects motion will trigger instantly
Any time it's set to away
If you are scheduling a technician what should your case status be?
In Progress
New
Closed
Pending FSP Action
True or False: Once you partially verify a customer they are now considered verified and we can troubleshoot.
True
False
When submitting a credit, what is the correct template to use in the credit description?
Amount, Description, Refund Method, Supervisor Approval
Amount, Description, Supervisor Approval
Customer Name, Amount, Reason, Supervisor Approval
True or False: After call will automatically queue while on a call
True
False
What does the hold button look like on Genesys?
It's a Square
It's an Octagon
A Pause button
It says "Hold"
Which aux code is used for calling a customer back if the call drops?
Available>Specialist
Meeting>Coaching 1on1
Away>Personal
Busy>Outbound
Where can the live interaction be found on Genesys?
Speaking to the next representative before transferring the customer is called a:
Dark or Miss
Hot or Confirm
Warm or Consult
Cold or Blind
How do you end after call (ACW)?
It doesn't need to be ended
The DONE button on the interaction tab
Click on the hang up button
True of False: You can use the mute button in place of putting a customer on hold for an extended amount of time
True
False
True of False: When transferring to another department, they will be located under "External Contacts"
False
True
True or False: After Call (ACW) adds to the total time of the call
True
False
Which sensor is drilled into the door and door frames?
DW20/DW21
PIR1/PIR2
DW10/DW11
GB1/GB2
Which piece of equipment arms and disarms the Panel remotely?
GB2
PIR1
PANIC1
SKEY1
Which sensor listens and triggers from existing hardwired smoke detectors and CO detectors in the home?
SMKT3
DW10/DW11
CO3
Smoke and CO Monitor
Which sensor detects smoke and drastic increases in heat and cold?
SMKT3
CO3
PIR1/PIR2
PANIC1
Which sensor detects movement using infrared?
DW10/DW11
KEY1/SKEY1
GB1/GB2
PIR1/PIR2
Which sensor detects loud crashing sounds?
CO3
SMKT3
GB1/GB2
PIR1/PIR2
Which sensor requests emergency assistance?
PANIC1
CO3
KEY1/SKEY1
SMKT3
What is the common name for a DW20/DW21?
Contact Door/Window Sensor
Motion Detector
Recessed Door/Window Sensor
Glassbreak Detector
What is the common name for a PIR1/PIR2?
Glassbreak Detector
Motion Detector
Contact Door/Window Sensor
Keyfob
What is the common name for a SMKT3?
Recessed Door/Window Sensor
Motion Detector
Carbon Monoxide Detector
Smoke Detector
What is the common name for a DW11?
Smoke Detector
Recessed Door/Window Sensor
Contact Door/Window Sensor
Glass Break
Which of the following are parts of the hold process? Choose all that apply.
Ask permission to place them on hold
Tell them you are asking your supervisor for help
Check-in with the customer every two minutes
Thank them for holding when you come back
Which trouble alert would appear on the panel if the DW-11 looked like this?
Low Battery
Fault Open
Loss of Supervision (LOS)
Tamper
How would you place the customers system on a 2-hour test?
Panel Equipment Card > Place Panel on test
Equipment Lookup Panel
Service Card > Service Details
Service Card > Open Central Station Information > Place Panel on Test > Submit to Central Station
When would we transfer a customer to the Advanced Issue Resolutions Questions line?
When we don't know what to do in chat/phone call
When they ask for a supervisor
We would NEVER transfer a customer to the Questions line
When they ask for a technician
What needs to be in your greeting for inbound calls? Choose all that apply
Company Name: Vivint
Ask for the customer's name
Specialist Name: (Your name)
Pitching of the Referral Program
Which of the following departments do we ALWAYS warm/consult transfer to?
Account Creation and Services
Advanced Issue Resolution Escalations
Advanced Issue Resolution Questions
Advanced Technical Support
Which device allows a customer to use existing hardwired sensors in their home?
WiFi Repeater
Smart Drive
GE Translator
Takeover Module
Where is "The Can" usually located? Choose all answers that apply
Garage
Closet
Basement
Attic
What is it called when multiple sensors are programmed on the same zone of a Takeover Module?
Daisy chain
Powercycle
Translator
Transformer
Where can you look to see if a customer has a Takeover Module? Choose all answers that apply
Sequential serial numbers on the dealer site
Quick Links
Attachments
Inventory See All
Which device allows customers to use existing WIRELESS sensors in their home?
WiFi repeater
GE Translator
Takeover Module
Transformer
True or False We will ship a replacement DW11 for free if a customer's existing hardwired sensor stops working
True
False
What are the most common errors for customers with a Takeover Module or GE Translator? Choose all answers that apply
There are several low battery alerts
There are several tamper alerts
There are several loss of supervision alerts
There is only one low battery alert
Where would you go in this toolbox to make sure that the panel, app and dealer site are all reflecting the same information?
Update Panel Software
Sync System
Push OpenVPN Config
Ping Panel
Is this panel currently connected to Vivint?
Yes
No
Which issues do you troubleshoot in Tier 1? Select the three that apply
Billing
Networking
Panels
Sensors
If a customer calls in with the following issues, which would we troubleshoot first?
Expired panel
DW11 Tamper
PIR chime not working
Whichever the customer wants
A good example of needing to escalate a Work Order to a P0 would be:
There are no available schedules within a week
Our Smart Home Professional did not show up for the appointment that the customer had scheduled with Vivint.
There are no available schedules within 2 weeks
There are no available schedules within 4 weeks
True or False: Our Work Order notes are the only instructions our Smart Home Professionals receive.
True
False
Are Tier 1 specialists permitted to click this button?
Yes
No
If a customer wants to cancel their service and has been installed for 24 days, which department would we transfer them to?
Moves and Takeovers
Monitoring
Billing
ROR
Where would you locate the Carrier/Tracking information for a shipment?
This is reserved for T2 & T3
In the service card under permits
In the Shipments card and click on "see all shipments"
When speaking with a customer about a work order, what are some things we should NEVER state?
Someone 18 years or older must be there for the duration of the appointment
Smart Home Professional will call ahead
A specific time for the smart home professional to arrive
They will get a weekend or night appointment
When should we schedule a Work Order? Choose all that apply.
When the CareGenie flow recommends it
When you have Leadership approval
We never schedule a work order
At the beginning of every call
