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|---|---|---|---|---|
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Customer 360
What is our best tool that is good for learning if the customer has a router?
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25 Mbps download speeds
What is one feature all of the Gen5 plans have in common?
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False
HughesNet does not offer a mobile app to their customers
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Gen5 has a built in router
What is the main difference between a Gen4 and Gen5 modem?
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The Modem
An Adapter, Receiver, Terminal, and Hughes Box are all descriptions of:
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Use IVR
When a customer wants to make a one-time payment with a credit or debit card today and they have a balance due, you must do what?
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Ask a Sup or help desk
What must you do before offering or telling a customer you can waive a fee or issue a credit?
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Yourself
Who do you put to work first at the start of a technical call type?
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False
When connecting their Hughes Modem to a router, a customer can just plug the LAN cable into any Ethernet port on their router and it will work.
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Managed
What areas receive all service plans but do not have any promotions?
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It won't use any of their data
One of the advantages of Hughes Voice over Vonage and other VoIP services is?
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Latency
Because of the distance of satellites, HughesNet has some _____.
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False
The Dashboard 360 should not be used on non-technical calls
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Standard
Which areas have $10 off for 6 months on all service plans?
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Systemcontrolcenter.com OR 192.168.0.1
What ways can a customer get to the SCC?
|
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False
After verifying a caller, if they are not the account holder, we should not help them.
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80
The 30GB plan has a total of ____ GB High Speed Data Allowance
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Echostar 17 and 19
What satellites provide Gen5 to the continental US?
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50
Workout Wendy just signed up for HughesNet. She chose the 15GB plan. How many Bonus Zone Bytes does she have?
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Service Plan Data
When Bandwidth Bob somehow used ALL of his BONUS Zone Bytes, what would be the next thing he would start using?
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IPv6 and Channel IDs
What 2 sections of the advanced settings of the HT2000W will you, as a tier 1 agent, assist the customer with?
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Rebooting the modem
What step below should not be a typical 1st step in troubleshooting?
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False
Generally, the best solution for slow connectivity is an RMA.
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Can still browse web, stream in SD and use web mail
No Hard Data Limit means a customer can do what?
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What device the customer is using
One of the important things you need to know for any connectivity problem is:
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