Telecommunications

4. Find the article that outlines policies and business rules for the Spectrum TV App.
6. Which article helps you determine whether you Keep or Transfer a call request type?
8. Find the article that helps you quickly search for non-Spectrum equipment the customer has in-home to assist with questions and troubleshooting.
9. Find the article used to quickly search a table for equipment the customer has in-home to assist with questions and troubleshooting.
12. Find the article that explains how to handle calls in a uniform manner.
13. Find the article that outlines how to use Scope.

1. Which article explains the process of communicating and identifying specific types of service interruptions, impairments and outages, using various tools and systems?
2. Find the article that provides the steps for scheduling, rescheduling & cancelling trouble calls (aka service appointments)
3. Find the article that shows you how to use Agent OS.
5. Find the article that explains non-pay timelines, dunning groups, collections, processes, etc.
7. Find the article that outlines how to secure the account at the level necessary to support the customer's stated need.
9. Which article helps you compose helpful statements when assisting customer?
10. Find the article that helps you determine the support parameters when assisting customers with an issue.
11. Which article provides information on how to gain access to a customer's modem and router.