Week 1 Review
what is a maximum good will credit you have, without supervised approval
$15
How much is the standard shipping rate?
$4.95
If the customer refuses troubleshooting what will the CoPay be?
$49
in what year was the sky control panel released?
2014
In what year was the Smart Hub panel released?
2018
What is the default installer code?
2203
What is the default duress code?
2580
When submitting a credit what is the correct template to use?
Amount, Supervised approval, and
Which steps should be taken for a DW11 with a loss of supervision?
Change batteries, Move the sensor closer to the panel, Check the sensors programming
Which steps should be taken for a SMKT3 with a tamper?
Check the expiration date sticker, Test or tamper to check the communication
Which details verify that the panel is connected to WIFI?
Connected to internet status and broadband IP
Which sensor can NOT be tampered?
DW20, DW21
Alert
Notification that something with equipment needs to be changed
Alarm triggers immediately when door opens
Perimeter
Account holders can control their full account with this; others can troubleshoot, and change select information
Primary Passcode
Which button on Platinum restarts the panel?
Reboot system
Which button on platinum restarts the panel?
Reboot system
If troubleshooting on the phone does not resolve the issue, the next best option would be to..
Ship the Equipment
What will happen if the Product section is not filled out correctly for the SmartHome Professional?
The Duration of the Work Order will be incorrect
Advanced Technical Support (Cameras)
The call is about Cameras (not Wifi), Smart Drive, or Amazon Echo
Advanced Technical Support
The call is about Door Locks, Lamp Modules Thermostats, and Garage Door Controllers?
National Inside Sales
The caller is not a customer, but wants to know more
What is a tamper?
The cover The cover of the sensor has been removed or misaligned
What is a loss of supervision (LOS)?
The panel can't communicate with the sensor
What are possible reasons a DW11 would have an open fault?
The sensor and magnet are misaligned, The magnet is missing
Why should we NEVER tell the customer a specific time the SmartHome Professional will arrive?
The time could change this is why we provide an arrival window.
What is the required disclosure when scheduling a SmartHome Professional appointment?
The verbatim disclosure pop-up
What are the most common errors for customers with a takeover module or GE translator?
There are several low battery alerts, there are several loss of supervision alerts
Slams/Tamper
Who handles calls about fraud from a competing company impersonating Vivint.SmartHome?
In which section can the customer's app/OAC login be verified?
users
Which sensors are typically set to perimeter?
window/door sensor, glass break
What is an "open fault"
A door/window shows open when its actually closed
how does a customer get billed by vivint?
Billed one month in advance
What are the automatic rules that customers can set up for the system called?
Custom Actions
What are automatic rules that customers can set up for the system called?
Custom actions
What policy allows us to waive the customers Copay if they complete troubleshooting and CareGenie instructs to send a SmartHome Professional?
Customer Obsession Copay Policy
Upgrades Team
Customer is calling in to ask about upgrading their package (they are End of Term)
Which sensors could have an "open fault"
DW10, DW11, DW20, DW21
What is it called when multiple sensors are programmed on the same zone of a takeover module?
Daisy chain
Allows customer time to disarm when they open the door
Exit entry
True or false the only information required to add a sensor on Platinum is the TXID
False
True or false we can troubleshoot devices with the "babysitters passcode"
False
Monitoring
They reach out when the alarm has gone off to cancel a false alarm.
You should only ship or send a tech if CareGenie says so
True
if a customer cannot remember their passcode you may tell them what
it is words, it is numbers, or a combination of both
opening statement
thank you for calling Vivint Smart Home. my name is _____ your Smart Home guide. who do I have the pleasure of speaking with you this evening _________ how can I help you today
What can we NEVER promise when scheduling a Smart Home Professional?
A weekend or night priority, that the technician will call ahead, a specific time the technician will arrive
In which section can sensor programming be edited?
Devices
In which section does it show if a sensor has a loss of supervision?
Devices/Sensors
what can a non admin user di with their pin?
Disarm the panel
What status should a case be if we're assigning it to a que?
In progress
Only works in armed away but allows a delay
Interior w/ follower
if it is triggered, interior follower
It will alarm if set armed away
If a sensor is set to perimeter, what will happen to system when armed and someone tries to get into it?
It will set off an alarm whether in stay or away mode
What is the term for the Contract Signer, Co-Signer, and the Power of Attorney?
Account Holder
How does the panel communicate to monitoring?
Both WIFI and cellular
What is the primary source of communication between the panel and monitoring?
Cellular
True or False the only information required to add a sensor on platinum is the TXID?
False
True or false we will ship a replacement DW11 for free if a customers existing hardwired sensor stops working?
False
Which device allows customers to use existing WIRELESS sensors in their home?
GE translator
Branded statements
How can I help you today, Thank you for letting me help you
What should we tell the customer if they request a call from the SmartHome Professional?
I cannot guarantee a call, but I can notate it.
what is a bypassed sensor called?
Ignored
Where can you find the prosses on CareGenie
Knowledge
Where can we access to the installers toolbox?
Menu> Support> Software Version> 2203
Where do you go to add a new user?
Menu>Users>add new users
Alarm
Notification that sets panel off usually in armed modes, an actual event (break in)
Which button on Platinum checks the panel communication signals?
Ping Panel
Which button on platinum checks the panel communication signals?
Ping Panel
Allows you to cancel false alarms and review alarm history
Secondary Passcode
How can the verbal passcode be emailed/mailed?
Select create documents
How can a password reset email be sent to the customer from Platinum?
Select the customer's email and press "Send Password Reset"
How can a password reset email be sent to the customer from platinum?
Select the customers email and press "send password reset"
Cold
Sending the call through without talking to the next rep is a _______________ Transfer
Where can you look to see if a customer has a takeover module?
Sequential serial numbers on the dealer site, attachments, inventory see all
what info can we get to partially verify an account?
Service address, DOB, emergency contact, and phone number
What is the best solution for our customers?
Solving the issue over the Phone
Which button on platinum causes the panel an app/OAC to reflect the same information?
Sync System
which button on Platinum causes the panel an app/OAC to reflect the same information?
Sync System
Warm
Telling the next rep what they need to know to take the call is a _______________ Transfer
Collections
The customer is cancelled due to non-payment, is 60+ days past due, or wants to make a partial payment
Customer Loyalty
The customer wants to cancel within the last 2 years of their contract.
Right of Rescission (ROR)
The customer wants to cancel within their first 60 days of service
Moves and Takeovers
The customer wants to relocate their service, or have someone take over their agreement
What is the purpose of the Preferred Appointment Time when escalating a Work Order to Scheduling?
To understand the customers availability
true or false the panel has a backup battery?
True
In which section can the customers app/OAC login be verified?
Users
What is a low battery (LB)?
Voltage on the battery has dropped to a point where it is about to be too low for function
How much will the shipping fee be when the customer completes all troubleshooting in CareGenie and we are instructed to ship a replacement?
Waived
Moves and Takeovers EOT (End of Term)ROR (Right of Rescission)Competitive Response Exceptions Review Disaster Response Tamper
What are some teams and "sub-departments" within Customer Loyalty?
Technical Support Advanced Technical Support Advanced Issue Resolution
What are some teams within Customer Solutions?
Use the mute in place of hold Tell them you are talking to your Supervisor Apologize for the hold
What should we NEVER do when placing a customer on hold?
Ask permission Check in every two minutes Thank them for holding
What should we always do when placing a customer on hold?
When can we schedule a Work Order?
When CareGenie tells us to or with leadership approval
What is the ONLY way for the SmartHome Professional to know what to troubleshoot in the home?
Work Order Notes
What should you put in the sales credit section when Shipping Equipment?
Your Name
who can change the verbal passcode
account holder, Co signer, and power of attorney
Case management
create case, select record type, subject, data validation
work order must have
detailed notes
if a sensor is set to interior follower, which are set to interior follower
motion detector
