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Knowledge Bowl 9/25/2015

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This is a non-interactive preview of the quiz content.

1.
10 points
True or False: When accessing an account in the Ticket System, if there has been no recent signal history within the last 30 days, it is important to offer to test.
2.
10 points
Multiple Choice: Which of the following can be learned about a customer under the Important Dates section of the Ticket System?
3.
10 points
True or False: As part of the 5 Diamond Care Process, it is important to give a long, drawn out, detailed summary of the events of a phone call instead of giving a brief recap at the end of a conversation.
4.
10 points
True or False: In the closing, it is important to explain any next steps that will happen as a result of a call so that the customer has clear understanding of what may occur on their account.
5.
10 points
True or False: Despite the motion sensors's 40lb. pet immunity, active pets can still cause motion sensor false alarms by jumping on furniture and cause a lot of movement.
6.
10 points
Multiple Choice: Which of the following is important to ensure when properly positioning a motion sensor?
7.
10 points
Multiple Choice: If a team member is struggling to get the motion sensor to trigger an alarm, which of the following should be checked for?
8.
10 points
Multiple Choice: Which of the following areas of focus should not be part of the Protect America summary and closing?
9.
10 points
Multiple Choice: Which Customer Class ID describes an account that has been sent to 3rd part collections?
10.
10 points
Multiple Choice: What is the color of the TCPA box that means the TCPA Verbatim Script must be explained and read to a customer?
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