WEEK 2 SKILLS CHECK
Cincinnati Bell Skills Check Quiz
Test your knowledge and understanding of Cincinnati Bell's products and processes with our comprehensive skills check quiz! This quiz is designed to assess your proficiency in handling customer inquiries, troubleshooting, and understanding our services.
Topics covered include:
- Tools and Systems used in Customer Support
- Product Knowledge
- Technical Support Processes
- Service Offerings
If unsure of how to handle an abusive call what tool should be referenced?
Eco Assist
CBT Connections site
Google
Irate Customer Process Call Flow
What tool should ALWAYS be referenced during all calls to ensure that all troubleshooting steps are followed?
BRAIN
Answer Flow
Talon
Dashboard
What tool is used to locate a customer’s equipment in the network in order to correct the customer’s issue?
Stand Alone
Quantum
Provision Center
Directv
This tool allows agents to manage/monitor tech support tickets and create callback requests to ensure timely communications with customers.
Talon
Cupid
Swoop
Aegisweb
This site should be used to access all call flows and any systems/tech related training documentation.
Tech Support site
Connections
BRAIN
Dreamweaver
Agents should reference this knowledge base tool to access any product and process information, updates and alerts which are impacting customer service call volume.
EcoAssist
Talon
DirecTV
BRAIN
This system provides details of all of the customer’s accounts such as products they currently have, services they are qualified for, and interaction history for the account.
Talon
Bluesheets
Dashboard
OnDemand
This system is used to review the specifics of a customer’s installation and the installer’s notes.
SOE
Dashboard
Oneview
Talon
Which application is used to troubleshoot voice?
Talon
Brain
Aegisweb
Trouble Evaluator
What is the name of our Long Distance?
Longest Distance
Cincinnati Talks
Cincinnati Bell Any Distance
Cincinnati Bell Goes the Distance
True or False: Cincinnati Bell can sell DirecTV in areas where Fioptics TV isn’t available yet.
TRUE
FALSE
What is “landline” another term for?
Basic Access Lines
Telephone Cable
SNI
Central Office connection
True or False: Fiber landlines require battery backup in order to work if the power is out.
TRUE
FALSE
What are some reasons customers would want a landline?
Emergencies
Reliability
Tradition
All of the above
In which system do agents disposition voice calls?
Trouble Evaluator
Dashboard
Aegis Web
Brain
This term refers to the capacity of the “pipe” in which data travels.
Speed
Transfer Rate
Mbps
Bandwidth
Customers with this type of Fioptics solution are unable to reach the highest level of Internet speeds.
Fiber RF
Fiber IPTV
Copper IPTV
All of the Above
What is the cost of a modem to the customer?
$3.99
Free
$8.99
$100.00
If a company calls and says their emails are not going to Fuse customers, we automatically refer them to their email provider
True
False
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