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CCT5 - 2015 Class Flashcards

1
Q

How does a CCT5 differ from a CCT4?

A

CCT4 is for small to medium business. CCT5 is for businesses with 50 employees or more(enterprise).

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2
Q

The fifth of five levels aimed towards customer-focused technicians

A

CCT5

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3
Q

What are some unofficial new roles and titles that are assumed with CCT5?

A 
Leader
Decision Maker
Technical Expert
Coach
Role Model
Supervisor
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4
Q

Suggest
Listen and consider
Admit when you don’t know something
Evaluate actions

A

Coaching “Do’s”

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5
Q

Insist on critiquing process steps
Be clear and specific
Reward good behavior
Start,Stop,Continue

A

Coaching “Do’s”

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6
Q

This type of co-worker enthusiastic but needs clear instructions and lots of feedback because they’re about to learn something new

A

Avid Beginner

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7
Q

This type of co-worker needs technical support and emotional support so the failures don’t become bad habits. Feedback is required so he knows what he’s doing right/wrong.

A

Disillusioned Beginner

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8
Q

This type of co-worker has become capable in performing their new skill but they’re still not confident and need to give a few pointers.

A

Reluctant Learner

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9
Q

This co-worker requires little direction and support - begins to take ownership of the new tasks and assignments. These are set to take on a new product or role.

A

Expert

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10
Q

The role of a coach is

A

to be an experienced supportive partner

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11
Q

Constructive feedback focuses on

A

specific actions

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12
Q

“I would appreciate it if you would arrive at customer locations on time” is an example of

A

Constructive feedback

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13
Q

“I feel annoyed when you are late for installs” is an example of

A

Constructive feedback

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14
Q

Restrict feedback to only those items about which you know for certain is

A

Guideline for Consttructive Feedback

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15
Q

SLA

A

Service Level Agreement

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16
Q

Protect Comcast legally

A

Advantage of a Contract

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17
Q

Customer has a document outlining how Comcast does business

A

Advantage of a Contract

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18
Q

Eliminates confusion about definitions or terms that are used

A

Advantage of a Contract

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19
Q

Agreed upon services, terms and costs

A

Advantage of a Contract

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20
Q

SOA

A

Service Order Agreement

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21
Q

Also called a business contract

A

Service Order Agreement

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22
Q

Outlines the services provided and the costs for the services by a service provider.

A

Service Order Agreement

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23
Q

Typically include instructions, contact information and a monthly rate with charges for ancillary services.

A

Service Order Agreement

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24
Q

Obligates the customer and Comcast

A

Disadvantage of a Contract

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25
Q

If the costs increase, Comcast can’t charge more

A

Disadvantage of a Contract

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26
Q

Discourages flexibility and changes (no downgrades)

A

Disadvantage of a Contract

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27
Q

Terms may not be fully understood by the customer and could cause problems.

A

Disadvantage of a Contract

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28
Q

This document includes these headings:
Billing information
Legal Information and Disclaimers
Signatures by Customer and Comcast

A

Service Order Agreement

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29
Q

This document includes these headings:
Installation and Construction Information and Costs
Total Service Charges

A

Service Order Agreement

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30
Q

This document includes these headings:
Customer Account Information
Services and Options
Signatures by Customer and Comcast

A

Service Order Agreement

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31
Q

A very thorough document, detailing what Comcast provides, what Comcast does not provide, and what is expected of the customer

A

The Business Class Terms and Conditions

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32
Q

Access, Comcast Equipment and Customer-Provided Equipment are sections taken straight from this document that technicians need to know.

A

Business Class Terms and Conditions

33
Q

What document would help a customer find information on this:
“Where can I find out how much I’m being charged each month?”

A

Signed Service Order Agreement

34
Q

What document would help a customer find information on this:
“How do I know what kind of information is not allowed on my website?”

A

Business Class Internet Acceptable Use Policy

35
Q

What document would help a customer find information on this:
“If I’m having problems with my network, how will I know if it’s Comcast’s responsibility or my responsibility to fix?”

A

Business Terms and Conditions

36
Q

What document would help a customer find information on this:
“Do you give information out to other companies or telemarketers?”

A

Comcast Customer Privacy Notice

37
Q

What document would help a customer find information on this:
“What if my Internet service goes down? Do I still have to pay for it?”

A

Business Class Terms and Conditions

38
Q

A detailed, thorough analysis of all of the features currently existing at a customer site.

A

Site Survey

39
Q

If a customer can’t get service, regardless of plant extension

A

Non-Serviceable

40
Q

If a customer can be serviced with a plant extention

A

Serviceable

41
Q
  • Describe the business construction and layout
  • Identify restrictions due to the landlord
  • Identify any replacement of cable equipment
A

Site Survey Key Information

42
Q
  • Customer’s network and configuration

- What Comcast equipment is necessary

A

Site Survey Key Information

43
Q

In general, if the building has wooden exterior siding, you will drill from

A

inside to outside

44
Q

For building with exteriors like brick, shingles, stucco, and tile, try to drill carefully from

A

outside to inside

45
Q

drill from outside to inside on brick walls and

A

use the softer mortar as the drilling point

46
Q

You must be certified to operate in these environments

A

asbestos, rooftop work and confined spaces situations

47
Q

Where can you find information on mechanical and electrical systems?

A

Management Department

Building Plan

48
Q

A right to another person’s real estate for a specific purpose.

49
Q

A customer may be a tenant and may not have the power to allow Comcast to install Business Class services, what may be required?

A

An easement

50
Q

This is provided by the building owner to allow the tenant the right to choose their own cable/Internet/telephone services provider

A

An easement

51
Q
  • Exterior Type

- Layout of Mechanical and Electrical Systems

A

Other Site Survey considerations

52
Q
  • Permits & Easements
  • Cable Footage
  • Excessive Constructions Needs
A

Other Site Survey considerations

53
Q

A standard for the safe installation of electrical wiring and equipment.

A

NEC (National Electrical Code)

54
Q

What should you do when you’re in a situation in which you think NEC codes are not complied with

A

consult your supervisor

55
Q

A customer Ethernet network that allows customers to seamlessly link multiple locations together and exchange data up to 1 gigabit per second.

A

Ethernet Network Service

56
Q

Any site that can send traffic to any other site, within a customer’s network, through a single Ethernet interface.

A

Any-to-Any Connectivity

57
Q

Dynamic traffic delivery through the Comcast network with up to three different performance levels.

A

Class of Service Aware

58
Q

VLAN configurations can be changed within the customer’s network without the need to coordinate with Comcast.

A

VLAN Transparency

59
Q

Connectivity statistics for the previous day, or for the previous seven-day or 30-day period, can be viewed through our secure Web portal.

A

Web-Based Reporting

60
Q

Business Class Available Products and Services (2008)

A
  • Business Class Internet
  • Teleworker
  • Business Class TV
  • Ethernet Network Service
  • Ethernet Dedicated Internet
  • Ethernet Private Line
61
Q

Business Class Available Ethernet Products (2008)

A
  • Ethernet Network Service
  • Ethernet Dedicated Internet
  • Ethernet Private Line
62
Q

How many users constitute a large business?

A

50 or more

63
Q

What are three services that Comcast has tailored for large business customers?

A
  • High-security Ethernet services
  • A single point of contact with a National Account Manager
  • Separate call centers from our residential and small business customers
64
Q

What type of Internet service is Comcast’s Ethernet Dedicate Internet similar to?

65
Q

True/False:

Is Business Class voice available for large business customers?

A

No, only 8 telephone lines are available?

66
Q

Why is Business Class voice not available for large business customers?

A

Because Comcast only offers up to 8 telephone lines.

67
Q

Symmetrical dedicated Internet bandwidth configurable from 10Mbps to 1Gbps in Mbps.

A

Tailored Bandwidth

68
Q

Includes primary and secondary DNS service. Assitance provided to transfer existing domain names.

A

Domain Name System (DNS)

69
Q

Domain Name System

70
Q

DNS

A

Domain Name System

71
Q

Supports multi-homing with load balancing for faster, more efficient routing between networks.

A

BGP Routing Protocol

72
Q

List 4 of the features included with:

Ethernet Network Service

A
  • Any-to-any Connectivity
  • Class of Service
  • VLAN Transparency
  • Web-based Reporting
73
Q

List 4 of the features included with:

Ethernet Dedicated Internet.

A
  • Tailored Bandwidth
  • Domain Name System
  • BGP Routing Protocol (optional)
  • Web-based reporting
74
Q

Dedicated layer-2 capacity between locations.

A

Dedicated Connectivity

75
Q

Optional path and equipment redundancy can be provided for added reliability.

A

Self-Healing Site Protection

76
Q

Bandwidth scalable up to 1 Gbps with multiple Q0S options.

A

Flexible Configurations

77
Q

A device that provides hotel management with the ability to monitor the network and directs the user to the hotel’s designated first page/splash screen.

A

IP3 Server Management Server

78
Q

This device at a hotel also provides DHCP services for the guests, IP Address translation, Log-on services, billing, authentication, reporting, and port mapping functions.

A

IP3 Server Management Server

79
Q

Known as a channel deletion filter, this device deletes unused channel and inserts local feed for subscription channel.

A

Notch filter

Advanced Products & CCT5 (8 decks)

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