Unfortunately, yung friend ko lost the entire final exam. At least he gave me this "post test" that should help. Hopefully it gives us whatever advantages it could.
Test Name: AT&T U-verse New Hire Post Assessment
1. Which of the following is the correct method for authenticating the account with a
Member?
Question/answer duo only
>Question/answer duo or passcode
Passcode procedures only
Callback verification on the first attempt
2. A port bounce should be done as an initial troubleshooting step for which of the
following call types?
Remote Control
No Sound
No Picture
>None of the above
3. What lights appear on the front of the DVR?
Link, Service, Broadband, Wireless
Link, Record, HPNA, Service
>Record, Link, HD, Power
Power, Link, HPNA, Ethernet
4. A member calls in disgruntled about the level of support they received from a previous
call. Which of the following best describes how you should handle the call?
Look up the previous case and confirm with the client that the previous agent was not
from your site.
Escalate the call to your supervisor.
>Take ownership and assure the Member that you will do everything in your power to
resolve their issue.
Put the Member on hold so they can calm down.
5. Before creating a new case, what must you do?
Close all open cases for the account.
It is not necessary to do anything before opening a new case.
>Make sure you opened the correct account and ensure that there is no OPEN IVR case
before creating a NEW CASE.
Ask if the Member knows whether a case already exists in our system.
6. Which of the following call handling techniques will ensure a positive experience for
our members? (Choose all that apply.)
Using jargon
>Smiling while you talk
Cutting off the member while they are talking
>Verifying that all services are working at the end of the call
7. Which of the following are correct types of searches in the G2 tool? (Choose all that
apply.)
>Search
History Search
>Trans History Search
Channel Lineup Search
8. What button should you click to customize the Solution Sender article to the Member?
>Preview
Search
Email
None of the above
9. Which of the following actions can not be accomplished in the Add Products link of OMS?
(Choose all that apply.)
Add current promotions
Verify order completion information
>Access low-tier plans for downgrades
>View the combined bill
10. The Member is allotted how many DVRs as a maximum amount?
16
4
>1
8
11. Which link on the SDP initial page do Tier 1 agents click to get the specific account
information?
>SDP Customer Care Utility
SDP User Management Utility
SDP Property Manager Tool
SDP Error Recovery Tool
12. SCANR can accomplish all the wireless functions except which of the following?
Manage SSID
Manage wireless status
>Personalize wireless network key
Manage SSID broadcast
13. Which of the following is the maximum number of programs that can be recorded at one
time?
6
>4
8
2
14. What does the CMS tool enable you to do?
Check for blackouts in the line from the NIC to the RG
Perform a serviceability check to see if service is available in an area
>Log in to access information about the Member’s residential gateway
View network outage information in real time throughout the day
15. What information can Tier 1 agents access when they click Channel Map in SDP?
List of unavailable channels in the Member's area
>List of channels to which the Member currently subscribes
List of channels to which the Member can still subscribe
All of the above
16. The Active Services section of SCANR provides information for all but which of the
following?
Network type
>Customized SSID
HD/SD stream quality
IPTV package
17. From which tool should Solution Sender be accessed?
Att.com/esupport
Universal Sync Tool
Yahoo! AMT
>SCANR
18. Which of the following is NOT supported by ConnecTech?
Installation of Blu-ray players and printers
Configuration of Outlook and Outlook Express
>Programming a remote control
Removal of Spyware/Viruses
19. When should an agent offer ConnecTech?
When calling about an outside line issue
When calling about their home alarm system
>When needing help with the installation and configuration of a wireless printer
When calling about their treadmill affecting their Internet Connectivity
20. A member stating that they have an “X” on the TV would prompt you to select which of
the following WFE flows?
No service > All TVs message stuck on screen
No service > All TVs no pic no sound
No service > 1 TV message stuck on screen
>No service > 1 TV no pic no sound
21. To start the WFE tool, you must enter which of the following items?
BAN #
CBR
>Case #
The 4-digit passcode
22. What should you do first when a customer calls in to change the repair dispatch date
and time?
Cancel the Escalated to Telco ticket
>Click the Escalated to Telco ticket and yank the case
Call UDVC and inform about the change in date/time of dispatch
Escalate to Tier 2
23. What should you do if a Member calls in because of a blackout occurring in their local
area?
Acquaint the Member with alternate sports channels by referring them to the U-verse
channel lineup card
Direct the Member to the electronic programming guide
If the Member does not have the appropriate U-verse package and the game is not
available on a local, national, or alternate regional channel, review upgrade options with
the Member
>All of the above
24. You can adjust the volume on the receiver by pressing the volume UP and DOWN arrows on
the front of the STB/DVR.
True
>False
25. You should warm transfer a call to Sales if a Member wants to increase the number of
streams available to their home.
True
>False
26. Video component cables are composed of three colored cables: red, blue, and green.
>True
False
27. Which of the following is NOT a port on the back of the RG?
Ethernet
USB
>Composite
Broadband
28. How do you verify the Member's HSIA registration using SDP? (Choose all that apply.)
>There is a value in the Registration date field.
>The Member ID is visible in the Subscriber Search Results Details box.
The Account Status is pending
29. Which of the following is NOT a valid reason for a dispatch?
Moving STB/RG to a different room
Disabled/elderly customer who is unable to troubleshoot
>Wireless adapter that needs to be installed
BBT test results that indicate a bridge tap
30. You must plug your laptop computer in the back of the RG’s broadband port to connect
wirelessly.
True
>False
31. In which of the following circumstances is it NOT appropriate to dispatch a premises
technician?
For approved unresolved issues with proper agent permission
When the U-verse customer premises equipment is defective
>To repair third-party equipment for a fee based on prescribed hourly rates
None of the above
32. In CRM, what are the status types a Dispatch Case may have?
Disabled
Escalated to Telco, Suspended
Disabled, Escalated to Telco
>Closed, Escalated to Telco
33. Which of the following is NOT a situation when an issue needs to be escalated to your
supervisor?
A Member’s issue is unresolved and they want to document a complaint
A Member never received a callback from a U-verse agent that was promised and they
request a supervisor
The Member requests to speak with a supervisor
>The Member is unfriendly and hard to deal with during troubleshooting
34. Where can you find all cases that have been created on a Member’s account?
In the Case Manager drop-down menu of the Work Grid
>On the Cases / Action Items tab
On the Services tab of the Member’s account
On the Services tab of the Case Manager Grid
35. Acknowledging your Member’s concerns is best defined as which of the following?
Replying “uh huh” to everything the customer states.
>Providing a specific empathetic response to each concern as it is stated.
Providing an apology before you close the call.
None of the above
36. On the product tab in CRM, the Install Date of the account is the date the Member has
had their U-verse service installed.
>True
False
37. Which of the following WFE flows would you use for Ghost Calls?
General Info
No Service
Wireless Connectivity
>None of the above
38. What is the tool you must use to begin troubleshooting that will lead you to a
solution?
Solution Sender
>WFE
G2
SDP
39. Which of the following is NOT a valid reason to escalate a case to Tier 2?
When the issue involves a known outage shown in SCANR
>When you have exhausted all troubleshooting options and the issue is still not
resolved
When the Member is a chronic caller and has several cases open
None of the above
40. As a Tier 1 agent you have permission to delete Flashes from a member’s account.
True
>False
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