6. Connexus Tech Support Final Exam
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This is the final exam for training for Connexus Tech Support training agents,
Questions and Answers
- 1.
Which department should contact if you will be late or absent for work, and how far in advance do you need to contact them?
- 2.
Where are the Connexus Tech Support agent schedules located?
- A.
Verint
- B.
Connexus Virtual Library
- C.
Emailed daily
- D.
On the Contact Center Support drive
Correct Answer
A. VerintExplanation
The correct answer is Verint. This is because Verint is a software platform that is commonly used for workforce management and scheduling. Therefore, it is likely that the Connexus Tech Support agent schedules would be located in Verint, as it is a suitable tool for managing and organizing employee schedules.Rate this question:
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- 3.
What is handle time made up of? (Choose 3)
- A.
Hold time
- B.
Personal time
- C.
Talk time
- D.
AUX 8- Remote time
- E.
Wrap-up time
Correct Answer(s)
A. Hold time
C. Talk time
E. Wrap-up timeExplanation
Handle time is made up of three components: hold time, talk time, and wrap-up time. Hold time refers to the amount of time a customer is placed on hold during a call. Talk time is the duration of the conversation between the agent and the customer. Wrap-up time is the time taken by the agent to complete any necessary tasks after the call, such as entering notes or updating records. These three components together make up the total handle time, which is the overall time taken to handle a customer interaction.Rate this question:
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- 4.
What is the mission of Connections Academy?
- 5.
Who is the President of Connections Education?
Correct Answer(s)
Barbara DreyerExplanation
Barbara Dreyer is the President of Connections Education.Rate this question:
- 6.
How many states does International Connections Academy operate in?
Correct Answer(s)
50, all 50, 50 states, all 50 statesExplanation
International Connections Academy operates in all 50 states.Rate this question:
- 7.
Which department is responsible for assisting Connections Education employees with computer and office equipment issues?
- A.
MIS/Operations
- B.
EMS Support
- C.
Development
- D.
Teacher Support
Correct Answer
A. MIS/OperationsExplanation
MIS/Operations is responsible for assisting Connections Education employees with computer and office equipment issues. They provide support and assistance in resolving any technical problems or difficulties that employees may encounter. This department ensures that employees have the necessary tools and equipment to carry out their work effectively and efficiently. They are knowledgeable in troubleshooting and resolving computer and office equipment issues, making them the go-to department for any technical assistance needed.Rate this question:
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- 8.
What national accreditation does Connections Academy hold?
- A.
Advance-ED
- B.
PPL
- C.
FERPA
- D.
Education-AD
Correct Answer
A. Advance-EDExplanation
Connections Academy holds national accreditation from Advance-ED. This accreditation signifies that the institution has met certain standards of quality and effectiveness in its educational programs and services. Advance-ED is a recognized accrediting agency that evaluates and certifies educational institutions based on rigorous criteria. By holding this accreditation, Connections Academy demonstrates its commitment to providing a high-quality education to its students.Rate this question:
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- 9.
What is the role of a Student Tech Support agent?
- 10.
Which department is responsible for Connections Academy’s order and processing of curriculum materials and computer equipment for new and existing students?
Correct Answer
FulfillmentExplanation
The department responsible for Connections Academy's order and processing of curriculum materials and computer equipment for new and existing students is the Fulfillment department. This department ensures that all the necessary materials and equipment are ordered and processed efficiently to meet the needs of the students. They are responsible for managing the entire process from placing the orders to ensuring timely delivery to the students.Rate this question:
- 11.
Where is the Virtual Library located?
- A.
Green Book icon in Connexus
- B.
Blue people icon in Connexus
- C.
Compass icon in Connexus
- D.
Question Mark icon in Connexus
Correct Answer
A. Green Book icon in ConnexusExplanation
The Virtual Library is located in the Green Book icon in Connexus.Rate this question:
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- 12.
Where can a teacher’s LiveLesson classroom be found?
- 13.
Which assets are listed in AssetAware? (Choose 4)
- A.
Desktop
- B.
Router
- C.
USB Wireless Adapter
- D.
Printer
- E.
Headset
- F.
Keyboard
- G.
Laptop
- H.
Mouse
- I.
Monitor
- J.
Laptop Adapter
Correct Answer(s)
A. Desktop
D. Printer
G. Laptop
I. MonitorExplanation
AssetAware is a system or platform that lists assets. The assets that are listed in AssetAware are desktop, printer, laptop, and monitor. These assets are commonly used in an office or workplace setting.Rate this question:
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- 14.
What is the difference between a User’s default contact information and a Household’s default contact information?
- 15.
What type of issues should be documented in a Call Log instead of an IA?
- 16.
True or False: A Caretaker can update attendance on a day that they have already marked attendance for.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False. A Caretaker cannot update attendance on a day that they have already marked attendance for. Once attendance has been marked for a particular day, it cannot be modified or updated by the Caretaker.Rate this question:
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- 17.
What is the proper System, Component and Type for a Call Tag? (Choose 3)
- A.
System - Student Tech Support
- B.
System - CA Withdrawal and Returns
- C.
System - Fulfillment
- D.
Component - Tech Returns
- E.
Component - Hardware Issue
- F.
Component - Equipment Repair/Replacement
- G.
Type - Equipment - Repair/Replacement
- H.
Type - Request
- I.
Type - Hardware Issue - Physical Damage
Correct Answer(s)
B. System - CA Withdrawal and Returns
D. Component - Tech Returns
G. Type - Equipment - Repair/ReplacementExplanation
The proper System for a Call Tag is CA Withdrawal and Returns because it relates to the process of withdrawing and returning items. The proper Component is Tech Returns because it specifically refers to returning technology-related items. The proper Type is Equipment - Repair/Replacement because it indicates the type of request being made for repairing or replacing equipment.Rate this question:
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- 18.
Briefly explain the purpose of creating IssueAware tickets.
- 19.
List the steps to follow to reset a Caretaker’s Connexus password.
- 20.
Once a family is enrolled in Connections Academy, how long will it take for them to receive the equipment and/or materials?
- 21.
What is the name of the internet filtering software that Connections Academy provides?
- 22.
Fully explain the process of identifying and resolving a reported virus issue on a Connections Academy computer.
- 23.
What grades do we offer in International Connections Academy?
- A.
1-8
- B.
K-5
- C.
K-12
- D.
9-12
Correct Answer
C. K-12Explanation
International Connections Academy offers grades K-12, which means they provide education for students from kindergarten through 12th grade. This indicates that they have a comprehensive curriculum that caters to students of all ages, starting from the early years of education up until high school.Rate this question:
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- 24.
How many states offer Nexus Academy?
- A.
1
- B.
3
- C.
2
- D.
5
Correct Answer
B. 3Explanation
Nexus Academy is offered in three states.Rate this question:
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- 25.
How would you resolve an issue with viruses on a personal computer?
- 26.
True or False: A teacher must be added as a stakeholder on every IA, for sectioned students, that is created by STS agents.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
A teacher must be added as a stakeholder on every IA, for sectioned students, that is created by STS agents. This ensures that the teacher has access to the IA and can monitor the progress and performance of their students. It also allows the teacher to provide guidance and support to the students throughout the IA process. By including the teacher as a stakeholder, it promotes collaboration and communication between the teacher and the STS agents, leading to better outcomes for the students.Rate this question:
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- 27.
List 5 situations under which you would be required to create an IssueAware ticket.
- 28.
How many pick up attempts will UPS make when a Call Tag has been arranged?
- A.
1
- B.
3
- C.
2
- D.
Unlimited, UPS will try as many times as needed
Correct Answer
B. 3Explanation
When a Call Tag has been arranged, UPS will make three pick-up attempts. This means that UPS will try to pick up the package from the specified location three times. If they are unable to successfully pick up the package after three attempts, alternative arrangements may need to be made.Rate this question:
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- 29.
What is a Call Tag and under what circumstances is one required?
- 30.
Before creating a new IssueAware ticket, what should you always check first?
- 31.
If you put in a request for the CA Returns & Withdrawal team to mail UPS labels to a family after 4PM on Tuesday, July 1, 2014, what must you choose for the Due Date in the IA?
- A.
Wednesday, July 2, 2014
- B.
Tuesday, July 1, 2014
- C.
Thursday, July 3, 2014
- D.
Friday, July 4, 2014
Correct Answer
A. Wednesday, July 2, 2014 -
- 32.
What does IEP stand for?
- A.
Individualized Education Plan
- B.
Institutional Education Process
- C.
Individual Education Process
- D.
Independent Educational Program
Correct Answer
A. Individualized Education PlanExplanation
An IEP stands for Individualized Education Plan. This is a legally binding document that outlines the specialized education services and support that a student with disabilities will receive in a school setting. It is designed to meet the unique needs of each individual student and ensure that they have access to a free and appropriate education. The IEP is developed through a collaborative process involving educators, parents, and other professionals, and it includes goals, accommodations, and modifications to help the student succeed academically and socially.Rate this question:
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- 33.
If a Caretaker tells you that they do not have the original boxes to send the materials and equipment back, what would your response to that Caretaker be?
- 34.
Explain why it’s important to correctly include the Reporters, Affectees and Stakeholders on every IA.
- 35.
If a newly enrolled family reports that they do not see any classes available for their student in the student’s Planner, what would you recommend for the Caretaker to do?
- 36.
True or False: You can send a text message from your cell phone while available for calls as long as you do not have any pending items to take action on.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False. This statement is incorrect because you can send a text message from your cell phone even if you have pending items to take action on. The ability to send a text message is not dependent on whether or not you have pending items.Rate this question:
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- 37.
Create an IA in Connexus Demo based on the following scenario with the steps you would take to resolve or escalate the issue. When your IA is complete, please note the IA number in the box below. Please disregard any existing IAs for the same issue that may be listed under the household and proceed with creating a new one. You receive a call from Janet Moyer in Pennsylvania. After confirming all of her contact information, she describes her issue: Daniel Moyer’s laptop will not hold a charge. Ms. Moyer states that this has been going on for a few days and the laptop will not power on at all using the supplied adapter. She also stated that the laptop used to hold a charge for an hour prior to this current issue starting. Ms. Moyer added that the laptop will charge and work fine if using another adapter.
- 38.
Create an IA in Connexus Demo based on the following scenario with the steps you would take to resolve or escalate the issue. When your IA is complete, please note the IA number in the box below. Please disregard any existing IAs for the same issue that may be listed under the household and proceed with creating a new one.You receive a call from Sally Jones in Ohio. After confirming all of her contact information, she describes the issue: Sally explains that that Daniel’s computer seems to have a virus and will not connect to the internet. Heather further explains that there is an FBI warning on the screen after the computer boots to Windows.
- 39.
What are the 3 breakthrough techniques that should be used when assisting an irate caller?
- 40.
Why would a family not be able to connect an out-of-the-box CA desktop to a wireless network?
- A.
They do not have a wireless connection in the home
- B.
They did not pay the bill for their ISP
- C.
The computer is broken and needs to be returned
- D.
CA desktops do not come equipped with wireless cards
Correct Answer
D. CA desktops do not come equipped with wireless cardsExplanation
The reason a family would not be able to connect an out-of-the-box CA desktop to a wireless network is that CA desktops do not come equipped with wireless cards. This means that the desktop does not have the necessary hardware to connect to a wireless network.Rate this question:
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- 41.
What is the correct System, Component and Type for a 2nd Virus/Spyware offense after walking the caller through the reimage process? (Choose 3)
- A.
System - Student Tech Support
- B.
System - Accounting and Finance
- C.
System - Accounts Payable
- D.
Component - Virus/Spyware
- E.
Component - Accounts Receivable - Customer Invoicing
- F.
Component - Invoice Submission
- G.
Type - 2nd Offense
- H.
Type - Invoices - Program Schools
- I.
Type - Other
Correct Answer(s)
B. System - Accounting and Finance
E. Component - Accounts Receivable - Customer Invoicing
I. Type - OtherExplanation
The correct system for a 2nd Virus/Spyware offense after walking the caller through the reimage process is "Accounting and Finance" because this system is likely to contain sensitive financial information that could be targeted by viruses or spyware. The correct component is "Accounts Receivable - Customer Invoicing" because this component is related to financial transactions and could be affected by a virus or spyware. The correct type is "Other" because it is not specified what type of offense it is, but it is not related to invoices or program schools.Rate this question:
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- 42.
True or False: When resetting a password for a caller, you should provide the caller with a temporary password of your choice.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Providing the caller with a temporary password of your choice when resetting their password is not recommended. It is best practice to allow the caller to choose their own temporary password for security reasons. This ensures that the caller can create a password that is unique and memorable to them, reducing the risk of unauthorized access to their account.Rate this question:
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- 43.
What Data View would you check to confirm if a Caretaker has given prior permission for STS agents to establish a remote connection with students in the Household?
- A.
Household PIN
- B.
FIF - Family Information Form
- C.
Technology Support Notification
- D.
SIF - Student Information Form
Correct Answer
C. Technology Support NotificationExplanation
The Technology Support Notification would be the Data View to check in order to confirm if a Caretaker has given prior permission for STS agents to establish a remote connection with students in the Household. This notification would likely contain the necessary information and authorization from the Caretaker regarding remote connections.Rate this question:
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- 44.
True or False: If an Enrolled Caretaker requests to install Dragon Naturally Speaking on their CA computer, you should immediately go ahead and perform the installation.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Installing software on a computer should not be done without proper authorization or following the appropriate procedures. In this case, the question is asking if you should immediately install Dragon Naturally Speaking on a CA computer if requested by an Enrolled Caretaker. The correct answer is False because you should not perform the installation without following the necessary steps, such as obtaining proper authorization, assessing compatibility, and ensuring that it aligns with the organization's policies and guidelines.Rate this question:
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