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Final Exam

Friday, February 06, 2015
10:43 AM

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RSTU 2.0
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Started on

Friday, 6 February 2015, 08:19 AM

Completed on Friday, 6 February 2015, 08:40 AM
Time taken

20 mins 37 secs

Marks

70.00/70.00

Grade

100.00 out of a maximum of 100.00

Question 1
Correct
Mark 1.00 out of 1.00

Question text
True or false? If a customer has yet to take their printer out of the box and set it up, you can assist them with
that process.
Select one:
True
False
Feedback
The correct answer is 'False'.
Question 2
Correct
Mark 1.00 out of 1.00

Question text
What is a wireless gateway?
Select one:
a. A gateway to another dimension
b. An old type of modem being phased out by Comcast.
c. A modem and a router combined into one device, also known as an eMTA
d. Rare, special-equipment reserved only for the most loyal customers
Feedback
The correct answer is:
A modem and a router combined into one device, also known as an eMTA
.
Question 3
Correct
Mark 1.00 out of 1.00

General Page 1

Question text
Your Ticket to Call Ratio metric is:
Select one:
a. The number of calls received compared to the number of ITGs you completed in Einstein.
b. Your internal support tickets on me.support.com compared to how many calls you take.
c. The number of transfers done in an hour.
d. The number of parking tickets received compared to other employees.
Feedback
The correct answer is:
The number of calls received compared to the number of ITGs you completed in Einstein.
.
Question 4
Correct
Mark 1.00 out of 1.00

Question text
What does HSI stand for in reference to Comcast services?
Select one:
a. High Speed Internet
b. Heavy System Integration
c. Hih Spec Information
d. High Speed Information
Feedback
The correct answer is:
High Speed Internet
.
Question 5
Correct
Mark 1.00 out of 1.00

Question text
True or false? Every time you access an account in Vision, whether in training or production, you must
complete the contact.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 6
Correct
Mark 1.00 out of 1.00

Question text
The four phases of S4 are Start, Solve, Sell and
?
Feedback
The correct answer is: summarize.
Question 7
Correct
Mark 1.00 out of 1.00

Question text

General Page 2

Question text
When you create a ticket for remote support, you should search for an existing customer using the following
email:
Select one:
a. comcast@comcast.com
b. support@support.com
c. comcast@comcast.net
d. comcast@support.com

Feedback
The correct answer is:
comcast@support.com
.
Question 8
Correct
Mark 1.00 out of 1.00

Question text
What would you type to limit your search results in Google to apple.com?
Select one:
a. site:www.google.search.apple.com
b. site:apple.com
c. site:redirect_all_results:apple.com
d. site:-extend-my-search-apple.com
Feedback
The correct answer is:
site:apple.com
.
Question 9
Correct
Mark 1.00 out of 1.00

Question text
On a mac running 10.6 or earlier, the wifi connection is known as:
Select one:
a. Airport
b. Airplay
c. Airtime
d. Wi-fi
Feedback
The correct answer is:
Airport
.
Question 10
Correct
Mark 1.00 out of 1.00

Question text
You must ensure this field is filled out correctly in the Truck Roll Scheduler so the customer receives the preservice phone call.
Select one:
a. My Phone
b. Digital Contact Info
c. Best number
d. Call First

Feedback

General Page 3

Feedback
The correct answer is:
Call First
.
Question 11
Correct
Mark 1.00 out of 1.00

Question text
True or false? Nearly every call can have specific self-service or value add services, such as the Xfinity App,
offered and explained.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 12
Correct
Mark 1.00 out of 1.00

Question text
True or false? You can access the network connections control panel by typing ncpa.cpl into the run
dialogue box?
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 13
Correct
Mark 1.00 out of 1.00

Question text
You should not offer a sale or upgrade to a customer who is:
Select one:
a. Irate
b. Spirited
c. Indifferent
d. Happy
Feedback
The correct answer is:
Irate
.
Question 14
Correct
Mark 1.00 out of 1.00

Question text
True or False? Finishing an ITG will generate a unique ticket for that interaction.
Select one:
True
False
Feedback
The correct answer is 'True'.

General Page 4

The correct answer is 'True'.
Question 15
Correct
Mark 1.00 out of 1.00

Question text
To log into Vision you will use your:
Select one:
a. AD username only
b. CSG Credentials
c. BP user ID only
d. Comtrac / VISION credentials
Feedback
The correct answer is:
Comtrac / VISION credentials
.
Question 16
Correct
Mark 1.00 out of 1.00

Question text
True or False? Setting the agenda is asking permission to ask questions.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 17
Correct
Mark 1.00 out of 1.00

Question text
Where would you go in CSG to find all charges, payments, credits and adjustments, or "line items" on a
customer's account?
Answer:
Feedback
The correct answer is: The Ledger.
Question 18
Correct
Mark 1.00 out of 1.00

Question text
True or false? During S3-Selling, we should tie specific offers and services to meet our customer’s specific
needs.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 19
Correct
Mark 1.00 out of 1.00

General Page 5

Question text
What is the name of the tool we would use to update a customer's email address?
Answer:
Feedback
The correct answer is: Einstein.
Question 20
Correct
Mark 1.00 out of 1.00

Question text
What does a rate code effect? (Select all that apply)
Select one or more:
a. The speed at which the bill is printed
b. The equipment & services in the customer's home.
c. The Customer's Bill
d. A technician's work order

Feedback
The correct answer is:
The equipment & services in the customer's home.
,
The Customer's Bill
,
A technician's work order
.
Question 21
Correct
Mark 1.00 out of 1.00

Question text
This person will help you fine tune your metrics, grow as an employee and coach you throughout production
after you leave training:
Select one:
a. Supervisor
b. Trainer
c. RST partner
d. HR Rep
Feedback
The correct answer is:
Supervisor
.
Question 22
Correct
Mark 1.00 out of 1.00

Question text
What must you be connected to in order to access most Comcast resources?
Select one:
a. The Comcast VPN (and be NAC compliant)
b. The Comcast Matrix Network Integration System or CMNI
c. The Wiki
d. The SDCWB

General Page 6

d. The SDCWB
Feedback
The correct answer is:
The Comcast VPN (and be NAC compliant)
.
Question 23
Correct
Mark 1.00 out of 1.00

Question text
True or false? We do not support customers who lease a Comcast wireless gateway (eMTA) device.
Select one:
True
False
Feedback
The correct answer is 'False'.
Question 24
Correct
Mark 1.00 out of 1.00

Question text
When will you use the HNS wireless flows?
Select one:
a. When the ITG asks if the customer wants to be transferred to wireless support
b. When you receive a wireless call
c. When you receive a misdirect call
d. Every call you reice will use the HNS flows
Feedback
The correct answer is:
When the ITG asks if the customer wants to be transferred to wireless support
.
Question 25
Correct
Mark 1.00 out of 1.00

Question text
Which of the following would be an example of a triple play bundle?
Select one:
a. Xfinity Home Security, ADT, Sloman Shield
b. Comcast Internet, Comcast TV & Comcast Digital Voice
c. Cocmast Internet, Comcast Digital Voice, Netflix
d. Hulu, Youtube, Netflix.
Feedback
The correct answer is:
Comcast Internet, Comcast TV & Comcast Digital Voice
.
Question 26
Correct
Mark 1.00 out of 1.00

Question text
True or false? You should tell a customer the unique ticket number that generates at the end of an ITG.
Select one:
True

General Page 7

True
False
Feedback
The correct answer is 'True'.
Question 27
Correct
Mark 1.00 out of 1.00

Question text
True or false? On a Mac, changes saved in the System Preferences > Network Preferences apply instantly
and don't require a restart of the system to apply.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 28
Correct
Mark 1.00 out of 1.00

Question text
The last two digits of a Vision account number are known as the ____ number.
Answer:
Feedback
The correct answer is: customer.
Question 29
Correct
Mark 1.00 out of 1.00

Question text
True or false? You can make adjustments in Vision by selecting "Billing" from the left hand navigation menu
and choosing "Adjustments".
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 30
Correct
Mark 1.00 out of 1.00

Question text
True or false? You can and are authorized to take a cash payment in Vision by choosing
Billing --> Payments --> Digital Cash.
Select one:
True
False
Feedback
The correct answer is 'False'.
Question 31
Correct
Mark 1.00 out of 1.00

General Page 8

Question text
The Comcast equivalent of the SDC wiki is:
Select one:
a. Einstein
b. The VPN
c. Comcast Wiki
d. Cocmast Knowledge Tools Database
Feedback
The correct answer is:
Einstein
.
Question 32
Correct
Mark 1.00 out of 1.00

Question text
Select the modem boot files below that would block a customer from having an active internet connection.
Select one or more:
a. Vacation
b. Nopay
c. Walledgarden
d. cdvonly

Feedback
The correct answer is:
Walledgarden
,
Nopay
,
Vacation
,
cdvonly
.
Question 33
Correct
Mark 1.00 out of 1.00

Question text
True or False? The key elements of S1 are Greeting | Reflect, Relate, Ownership | Set Agenda,
Authenticate, Plant the Seed.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 34
Correct
Mark 1.00 out of 1.00

Question text
A customer has a Comcast leased Wireless Gateway, but just went to the store and purchase their own
Netgear router. They want to use this Netgear router with their existing Wireless Gateway. What mode must

General Page 9

Netgear router. They want to use this Netgear router with their existing Wireless Gateway. What mode must
you set the Wireless Gateway to for this to work?
Select one:
a. Bridged Mode
b. Router Mode
c. Netgear Mode
d. Hyper Mode
Feedback
The correct answer is:
Bridged Mode
.
Question 35
Correct
Mark 1.00 out of 1.00

Question text
True or false? You will run an ITG in Einstein for nearly every call, exceptions are ghost calls and calls
where the caller disconnects before the account can be accessed, or does not speak English.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 36
Correct
Mark 1.00 out of 1.00

Question text
You can do this with articles in Einstein in order to send them to customers:
Select one:
a. Print them
b. Email them
c. Fax theme
d. Mail them
Feedback
The correct answer is:
Email them
.
Question 37
Correct
Mark 1.00 out of 1.00

Question text
The status of the IPv4 connectivity on a network adapter should say
if the connection is reaching the machine properly
Feedback
The correct answer is: internet.
Question 38
Correct
Mark 1.00 out of 1.00

Question text
All are reason we must document our calls except:
Select one:
a. Customers can request a written copy of their account notes at any time as an FCC regulation.
General Page 10

a. Customers can request a written copy of their account notes at any time as an FCC regulation.
b. Keeps all parties informed about customer issues.
c. Creates a superior customer service enviornment.
d. Required for QA audits
e. Ensures work performed is accurate and necessary.
Feedback
The correct answer is:
Customers can request a written copy of their account notes at any time as an FCC regulation.
.
Question 39
Correct
Mark 1.00 out of 1.00

Question text
True or false? Having Metrics helps improve the employee, the company, and the customer experience.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 40
Correct
Mark 1.00 out of 1.00

Question text
Which of the following describe the proper method for completing the contact in Vision?
Select one:
a. Expand the activity menu on th left and choose complete contact.
b. Choose "Complete Contact" on the left hand navigation bar, choose a "Primary Reason Code", choose a
"Secondary Reason Code", enter your notes or comments, and click the "Complete Contact" button
c. Trick question, you do not have to complete the contact in VISION as long as you close the account window with
the X.
d. Expand the billing menu on the left and choose end session
Feedback
The correct answer is:
Choose "Complete Contact" on the left hand navigation bar, choose a "Primary Reason Code", choose a
"Secondary Reason Code", enter your notes or comments, and click the "Complete Contact" button
.
Question 41
Correct
Mark 1.00 out of 1.00

Question text
What is the "Site" you must select from the dropdown list on the page below when attempting to access
VISION for the first time?
Answer:
Feedback
The correct answer is: vendorcvnu.
Question 42
Correct
Mark 1.00 out of 1.00

Question text
We must always attempt to update or capture the customer’s __________.

General Page 11

We must always attempt to update or capture the customer’s __________.
Select one:
a. Phone Number
b. Account Number
c. Preferred Email Address
d. Social Security number
Feedback
The correct answer is:
Preferred Email Address
.
Question 43
Correct
Mark 1.00 out of 1.00

Question text
Which of the following is an example of a Vision account number?
Select one:
a. 0954043300602
b. 8455200018206864
c. 8497202461365087
d. 090720241365095
Feedback
The correct answer is:
0954043300602
.
Question 44
Correct
Mark 1.00 out of 1.00

Question text
You can adjust the settings on a wireless gateway by logging into 10.0.0.1 and using the default username
of admin and the default password of

Feedback
The correct answer is: password.
Question 45
Correct
Mark 1.00 out of 1.00

Question text
Which is the proper path of menus to expand in order to access the Manage Contact Information and Alerts
toolkit?
Select one:
a. Toolkits --> Internet --> Email
b. Toolkits --> Internet --> Billing
c. Toolkits --> Internet --> Account
d. Toolkits --> Internet --> Information Support
Feedback
The correct answer is:
Toolkits --> Internet --> Account
.
Question 46
Correct
Mark 1.00 out of 1.00

General Page 12

Mark 1.00 out of 1.00

Question text
What must we verify on every call? (Select all that apply)
Select one or more:
a. Name on the account
b. Address on the account
c. Last four of SSN on the account
d. Mother's Maiden Name
e. Phone number on the account

Feedback
The correct answer is:
Name on the account
,
Phone number on the account
,
Address on the account
,
Last four of SSN on the account
.
Question 47
Correct
Mark 1.00 out of 1.00

Question text
Solving the customer’s issue may require us to ask both open and
ended questions.
Feedback
The correct answer is: closed.
Question 48
Correct
Mark 1.00 out of 1.00

Question text
What is the purpose of planting the seed?
Select one:
a. To help the plants grow
b. To confuse the customer
c. To document our cals
d. So the customer knows to expect a sales conversation

Feedback
The correct answer is:
So the customer knows to expect a sales conversation
.
Question 49
Correct
Mark 1.00 out of 1.00

Question text
You can provide support for 3rd party routers only if they are:
Select one:
a. Provided by / being leased from Comcast

General Page 13

b. Being set up for the first time
c. Purchased from Best buy
d. Netgear grand
Feedback
The correct answer is:
Provided by / being leased from Comcast
.
Question 50
Correct
Mark 1.00 out of 1.00

Question text
The first five digits of a vision account number are known as the ____ code.
Answer:
Feedback
The correct answer is: corp.
Question 51
Correct
Mark 1.00 out of 1.00

Question text
True or false? You must complete an ITG on every call. The only exceptions are Ghost Calls & situations
where the customer disconnects before you can pull up the account OR speaks another language which
prevents you from pulling up the account.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 52
Correct
Mark 1.00 out of 1.00

Question text
What is the SDC attendance hotline phone number?
Select one:
a. 1-877-718-1080
b. 1-877-781-1080
c. 1-877-781-1008
d. 1-877-711-1080
Feedback
The correct answer is:
1-877-781-1080
.
Question 53
Correct
Mark 1.00 out of 1.00

Question text
Which toolkit do we use in Einstein to update or manage the customer's email address on file?
Select one:
a. Letters Toolkit
b. Email Toolkit
c. Info Toolkit

General Page 14

c. Info Toolkit
d. Manage Contact Information and Alerts

Feedback
The correct answer is:
Manage Contact Information and Alerts
.
Question 54
Correct
Mark 1.00 out of 1.00

Question text
What determines a customer’s billing cycle?
Select one:
a. Total Payments Due Calendear
b. Billing Bucket Associate
c. You as the RST decide their billing cycle
d. Installation Date
Feedback
The correct answer is:
Installation Date
.
Question 55
Correct
Mark 1.00 out of 1.00

Question text
True or false? You will be able to process credit card payments in the billers.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 56
Correct
Mark 1.00 out of 1.00

Question text
True or false? Building value and enhancing the customer experience can occur at any point throughout the
call?
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 57
Correct
Mark 1.00 out of 1.00

Question text
Select the following windows operating systems you can remotely connect to with Ninjato:
Select one or more:
a. Windows 7
b. Windows Vista

General Page 15

b. Windows Vista
c. Windows 10
d. Windows 8
e. Windows XP

Feedback
The correct answer is:
Windows XP
,
Windows Vista
,
Windows 7
,
Windows 8
.
Question 58
Correct
Mark 1.00 out of 1.00

Question text
Use the Zip Code Lookup tool to determine which one of the zip codes below is in a Vision region / market.
Select one:
a. 80112
b. 08054
c. 30107
d. 80111
Feedback
The correct answer is:
08054
.
Question 59
Correct
Mark 1.00 out of 1.00

Question text
When connecting a mobile device to the wireless network, you should use the provided documentation in
the wiki or:
Select one:
a. your friend's opinion
b. fly by night forums
c. OEM websites
d. any site on google
Feedback
The correct answer is:
OEM websites
.
Question 60
Correct
Mark 1.00 out of 1.00

Question text
In order to process a payment in CSG, you may sometimes have to open what?
Answer:
Feedback

General Page 16

Feedback
The correct answer is: Payment Batch.
Question 61
Correct
Mark 1.00 out of 1.00

Question text
What is social engineering?
Select one:
a. A new computer programming language founded by Comcast
b. When a group of engineers get together for a social and political conversation.
c. The act of manipulating people into performing actions or divulging confidential information
d. The building of housing to better social communities sponsored by Comcast
Feedback
The correct answer is:
The act of manipulating people into performing actions or divulging confidential information
.
Question 62
Correct
Mark 1.00 out of 1.00

Question text
This is one of the most important toolkits in Einstein. It will allow you to see and modify information such as
Network Name, Network Security Type, and Wireless Broadcast Channel.
Select one:
a. Wi-Fi Information
b. Wireless Gateway Device
c. Wireless Settings Kit
d. Wireless Data
Feedback
The correct answer is:
Wireless Gateway Device
.
Question 63
Correct
Mark 1.00 out of 1.00

Question text
True or false? UCN and SPRT Phone work together to route calls to your computer.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 64
Correct
Mark 1.00 out of 1.00

Question text
The Comcast approved greeting contains the following elements:
Select one or more:
a. Asking for a phone number
b. Stating first name
c. Branded Opening

General Page 17

c. Branded Opening
d. Offering Assistance

Feedback
The correct answer is:
Branded Opening
,
Stating first name
,
Offering Assistance
.
Question 65
Correct
Mark 1.00 out of 1.00

Question text
What does CPNI stand for?
Select one:
a. Cusstomer Purposed Network Internet
b. Customer Proprietary Network Information
c. Comcast Partnership Network Information
d. Customer Personal Notary Information
Feedback
The correct answer is:
Customer Proprietary Network Information
.
Question 66
Correct
Mark 1.00 out of 1.00

Question text
True or false? A customer can always find their Comcast Account Number on the upper right hand side of
the paper bill or digital statement.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 67
Correct
Mark 1.00 out of 1.00

Question text
True or false? In Einstein, performing a soft reset on a Modem or Wireless Gateway will erase all customer
stored settings and data from a device.
Select one:
True
False
Feedback
The correct answer is 'False'.
Question 68
Correct
Mark 1.00 out of 1.00

General Page 18

Question text
True or false? The sales we are expected to perform is all about identifying a customer’s need and providing
an appropriate solution.
Select one:
True
False
Feedback
The correct answer is 'True'.
Question 69
Correct
Mark 1.00 out of 1.00

Question text
When selling, after hearing the word no
times, you should proceed with closing the call.
Feedback
The correct answer is: 2.
Question 70
Correct
Mark 1.00 out of 1.00

Question text
During the S2 portion of S4, we attempt to:
Select one:
a. Solve
b. Sell
c. Start
d. Summarize
Feedback
The correct answer is:
Solve
.
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