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WorksheetsFINAL VCC SL
Total questions: 60
Worksheet time: 30mins
Please name our Core RGUs:
Internet, Television, Phone
What is the extension for new sales (ISC)?
XFER_CABO_TCC.RES_SPTV_SK
XFER_CABO_TCC.RES_VIDEO_SK
XFER_CABO_TCC.RES_HSD_SK
XFER_CABO_ISC_SK
What is the extension for technical support for?
XFER_CABO_RET_SK
XFER_CABO_HD_EMP_SK X
XFER_CABO_TCC.RES_HSD_SK
XFER_CABO_ISC_SK
What is an Operating Center?
Headend or Local Office
Describe “Homes Passed.”
Checking to see if a customer’s address is validated in our system and able to get Sparklight services
What activity code (acct) is used when you are having System (computer) Issues?
Unavailable Hardware Repair
Unavailable System Issues
Match the correct tab/page with the appropriate statement
Contact Overview (2)
Case (1)
Customer Details (4)
Issue (3)
Contact Overview (3)
Case (2)
Customer Details (1)
Issue (4)
Contact Overview (1)
Case (2)
Customer Details (3)
Issue (4)
Contact Overview (4)
Case (3)
Customer Details (2)
Issue (1)
What is a Top Level Offer?
The type of service a customer has, internet phone video
What is the Customer Requested Date (CRD) used for?
The date the customer would like the services to start
The date is used to track customer complaints.
The date is used to determine the price of a product.
What is Homes Passed?
It’s where you search the customer’s address to see if it’s validated in our system for service.
What does the Fulfillment Method, “Pick-Up” mean?
Customer does not need a truck roll and the service can be cut on in the system.
Service where items are shipped directly to the customer.
Indicates that orders not processed
Which tab/page will allow us to view the last four digits of a customer’s SSN?
Contact Tab
Which tab/page will allow us to reschedule a pending work order?
Issue tab
Work Order tab
Which tab/page in Singleview allows us to view the manufacturer and model # of a customer’s video STB?
Purchase Offer/Step 3
Account Details/ Step 2
User Settings/ Step 4
Which tab/page will allow us to adjust the CRD?
Any Tab
Which tab/page in Singleview allows us to view a customer’s billing address?
Customer Detail
Which option in the main menu allows us to restart a customer who is disconnected?
User Settings>Order
Account Overview>Issue
Help Center>Change
Main Menu>Order
Which step of the order process allows us to adjust (add/remove) phone features?
Main Menu>Quote
Main Menu>Billing
Main Menu>troubleshooting
Main Menu>Change of Service
Which step of the order process allows us to review the monthly total for a change of service?
Step 1
Step 4
Step Five
Step Three
Which step in the change of service tab will allow us to swap a modem for customer?
Step 2
Step 3
Step 1
Step 5
Where can we go to see whether a modem is customer owned or leased?
Purchase Offer/Step 3
Purchase Offer/Step 2
Contact/ Step 5
Order/Step 2
In a Change of Service, which “Type of Update” would you select to add HBO?
General Maintenance
In a Change of Service, which “Type of Update” would you select if the customer was moving to a new address?
In a Change of Service, which “Type of Update” would you select to upgrade a customer from the old video service to the new IPTV?
Change of Service
What adjustment reason should be selected to give a customer a courtesy credit for inadvertent long distance charges?
Voice – Local Toll / LD Usage
What is an MRC?
Monthly Research Committee
Monthly Review Council
Monthly Resource Center
Monthly Recurring Charge
What is the due date for a customer on Cycle 11?
15th
26th
31
25th
Where can we view a copy of a customer’s bill in Singleview?
Billing Inquiry> Invoice>View Bill
Account adjustment>Incoice
Seasonal rate>Invoice
Bill cycle change>Current MRC
How much is a seasonal restart fee?
$25
$50
$30
$40
How much is a late fee?
First late $10.00 second late $2.00
First late $8.00 second late $2.00
First late $18.00 second late $12.00
First late $15.00 second late $20.00
How much is the CSR payment handling fee?
$15
$30
$10
$20
Accounts will not go into Soft Disconnect for a past due amount that is less than?
$25
How much is a hard disconnect restart fee?
$90 but it is currently being waived
Before a customer can transfer service to different address, they must be removed from collections. How can we remove a customer from collections?
We can’t take a customer out of collections without a payment.
When a customer is past due, and a customer pays the past due how do we make sure we put their account in an active status?
Do a credit in Singleview
Ask a Sup or Lead to put the account in SV
Nothing. It will reverse in 48 hours
Nothing, once payment is received it will make the account active automatically
TRUE or FALSE: A customer using Easy Pay cannot change their draft date.
TRUE or FALSE: LTV 4 & 5 star customers that pay over the phone with an associate will be waived the $10 Payment Fee.
TRUE or FALSE: If a LTV2 customer says the IVR isn’t working we cannot waive the $10 payment fee.
TRUE
FALSE
TRUE or FALSE: We can set up a customer to paperless billing in US Bank.
TRUE
FALSE
TRUE of FALSE: We can accept pre-paid cards for recurring payments as long as they are not American Express.
TRUE
FALSE
What is TV Everywhere?
Customer can watch tv on the go by logging into their tv provider account.
What is an eMTA?
An EMTA will be used if the customer has Phone, as it has phone jacks to plug a telephone into. Otherwise, the customer will have an HSD modem.
An eMTA is a brand of smartphone ONLY if the are part of a selected plan
An eMTA is a type of software application used on certain accounts
What is an Sparklight TV?
Sparklight TV is a type of TV used for only smart phones
Sparklight TV is a video custoemrs can watch about all the new rates and products
Sparklight TV is a social media platform used to bring communities together
This is app-based and can be accessed by most Apple or Android devices or can be viewed in a web browser.
How much is wi-fi service for residential customers?
$8
$5
$0
$10
How much is a wireless-compatible modem lease from Sparklight a month?
$10
$14
$12
$8
How much is a standard modem lease?
$14
$15
$10
$12
Where can you find the customer internet service for their local area?
Local Office
Purchased Offers
Market offers in Singleview
Which level of phone service is eligible for everyday bundle discount?
Which level of video service is eligible for everyday bundle discount?
Advanced
Premium
Standard
Family level
When are deposits required for an upgrade of service?
If a customer is adding an additional eero device
What information should be used to verify for security on each call?
None, just the name on the account
Account number, DOB, Physical address
Account Number, Last 4 of SSN, or Account PIN
DOB, Tax return, PIN
How long can we keep a customer on hold before returning?
2 min
4 min
5 min
3 min
Where can you find the LO address for a customer?
US Bank
Singleview
System Pages
CXone
Where is the link to US Bank found?
Associate Resources
On the contact center training page (HUB)
In Singleview
In OPUS
Where can I find information on local procedures for equipment drop-off?
Singleview
Job Aids
US Bank
System information (System Pages)
Where can I find information about Sparklight TV™?
SOG Product and Services
Document Library
Job Links
Associate Resources
Where can I find the Residential Serviceability Form (for homes passed)?
By typing in "available" in browser URL
By typing in "serviceability" in browser URL
By typing in "Home Passed" in browser URL
By typing in "checking" in browser URL
What is OPUS used for in the VCC?
To see customer’s disconnect status
To see customer’s modem status
To see customer’s billing status
To see customer’s payment status
How would you know if an outage affects a customer?
Port Health
Outage Now
SMS Checker
Customer reports it to you
What form is used to request a local office to call a customer in their system?
Call Center Communication Form
