Crossword Puzzle for August 29, 2016

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Across
  1. 3. Present a unified front by not placing blame or speaking negatively about another agent, department, or process: neglect to assure we are resolving
  2. 4. Document name you can email to customer to help them check for service outages in their area.
  3. 7. Misinform customer of charges, or failure to disclose fees, telling the customer one thing but doing another, failure to follow through. Results in 0 grade for S2 category - Loss of 27 points
  4. 8. I want to manage my DVR recordings away from home when I am at work, what app do I need?
  5. 9. Who called (Caller Name) + Reason for Call + Actions Taken
  6. 10. Document name you can email to customer to help them set up email and text alerts with bill reminders and payment confirmations.
Down
  1. 1. Failure to perform proper authentication according to National Authentication Policy which resulted in disclosing specific account information to a non-authorized user. Results in 0 grade for S1 category - Loss of 22 points
  2. 2. This Einstein document shows steps for customer to change ssid and wifi password.
  3. 5. Email capture + name of a self service app + valuable use for the app.
  4. 6. Customer loves TV but doesn't have time to watch it at home. What app would you recommend?