Quiz: KB Test


KB TestOnline version Answer correctly the following KB questions. by Emi Gonzalez 1 Customers have until ______ to redeem their Vodafone promotion in Italy. a 7/22/2016 b 5/24/2016 c 5/26/2016 d 7/26/2016 2 There is an open ticket for _______ errors on iOS devices in Canada. a Title Not Available b 139 c streaming d aspect ratio 3 Customers who are getting a black screen after choosing an adult profile have to: a Troubleshoot browser and uninstall/reinstall Silverlight. b Disable their antivirus software temporarily and try again. c Run browser as administrator and try to log in as another Windows user. d Select the profile on the computer to play a title, and then try again. 4 Alternate audio and subtitle preferences are not sticking for next title views on a blu-ray player. You: a Advise the customer to select their settings after the title has started to play and take feedback. b Advise the customer to disable any VPNs or DNS changes in their network and try again. c Advise the customer to troubleshoot their network to clear any connectivity issues. d Advise the customer to change the default subtitle appearance and try again. 5 When customer gets the error: ___________, please refer them to Samsung support for assistance. a “Title Not Available” b “Playback experiencing issues right now” c “Function is currently not supported” d “Open Method Fail” 6 Customer sees titles without box art that cannot be played on their device. a Advise the customer to watch these titles on a different device. b Advise the customer to search manually for the title instead. c Advise the customer to follow the article “Why can’t I connect to Netflix?” d Advise the customer to try General Connectivity Troubleshooting. 7 Windows Error code that requires only to perform Windows Updates and to ensure the Windows graphics driver is up-to-date. a W8157-C02652500 b W8158 c W8157-887A0005 d H7354-1003 8 Customer tries to search for movies on their Apple TV to no avail, as no matches appear. a Advise the customer to follow basic troubleshooting on their Apple TV. b Advise the customer to disable any VPNs or DNS changes in their network and try again. c Advise the customer to select their movie from the category rows and take feedback. d Advise the customer to update the firmware, and reset all settings on their Apple TV. 9 Customer’s account is on a Disputed Charge Hold and they have disputed charges with their bank, you: a Educate the customer this hold is placed by their financial institution, click Holds, then click Remove. b Educate the customer this hold is placed by their financial institution, and escalate to TSRs to investigate. c Educate the customer this hold is placed by their financial institution, and advise them to call in to Voice Support for further assistance. d Educate the customer this hold is placed by their financial institution, and advise them to reach out to their bank to sort out the hold. 10 This error appears in iOS devices when an account has recently come off a hold. a “System Compatibility Error” b “NCCP Authorization Failure” c “An Error occurred loading this content. Try again later” d “Cannot play movie. Please try again later”

1

Customers have until ______ to redeem their Vodafone promotion in Italy.

a

7/22/2016

b

5/24/2016

c

5/26/2016

d

7/26/2016

2

There is an open ticket for _______ errors on iOS devices in Canada.

a

Title Not Available

b

139

c

streaming

d

aspect ratio

3

Customers who are getting a black screen after choosing an adult profile have to:

a

Troubleshoot browser and uninstall/reinstall Silverlight.

b

Disable their antivirus software temporarily and try again.

c

Run browser as administrator and try to log in as another Windows user.

d

Select the profile on the computer to play a title, and then try again.

4

Alternate audio and subtitle preferences are not sticking for next title views on a blu-ray player. You:

a

Advise the customer to select their settings after the title has started to play and take feedback.

b

Advise the customer to disable any VPNs or DNS changes in their network and try again.

c

Advise the customer to troubleshoot their network to clear any connectivity issues.

d

Advise the customer to change the default subtitle appearance and try again.

5

When customer gets the error: ___________, please refer them to Samsung support for assistance.

a

“Title Not Available”

b

“Playback experiencing issues right now”

c

“Function is currently not supported”

d

“Open Method Fail”

6

Customer sees titles without box art that cannot be played on their device.

a

Advise the customer to watch these titles on a different device.

b

Advise the customer to search manually for the title instead.

c

Advise the customer to follow the article “Why can’t I connect to Netflix?”

d

Advise the customer to try General Connectivity Troubleshooting.

7

Windows Error code that requires only to perform Windows Updates and to ensure the Windows graphics driver is up-to-date.

a

W8157-C02652500

b

W8158

c

W8157-887A0005

d

H7354-1003

8

Customer tries to search for movies on their Apple TV to no avail, as no matches appear.

a

Advise the customer to follow basic troubleshooting on their Apple TV.

b

Advise the customer to disable any VPNs or DNS changes in their network and try again.

c

Advise the customer to select their movie from the category rows and take feedback.

d

Advise the customer to update the firmware, and reset all settings on their Apple TV.

9

Customer’s account is on a Disputed Charge Hold and they have disputed charges with their bank, you:

a

Educate the customer this hold is placed by their financial institution, click Holds, then click Remove.

b

Educate the customer this hold is placed by their financial institution, and escalate to TSRs to investigate.

c

Educate the customer this hold is placed by their financial institution, and advise them to call in to Voice Support for further assistance.

d

Educate the customer this hold is placed by their financial institution, and advise them to reach out to their bank to sort out the hold.

10

This error appears in iOS devices when an account has recently come off a hold.

a

“System Compatibility Error”

b

“NCCP Authorization Failure”

c

“An Error occurred loading this content. Try again later”

d

“Cannot play movie. Please try again later”

KB Test

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KB TestOnline version

by Emi Gonzalez

Customers have until ______ to redeem their Vodafone promotion in Italy.

There is an open ticket for _______ errors on iOS devices in Canada.

Customers who are getting a black screen after choosing an adult profile have to:

Alternate audio and subtitle preferences are not sticking for next title views on a blu-ray player. You:

When customer gets the error: ___________, please refer them to Samsung support for assistance.

Customer sees titles without box art that cannot be played on their device.

Windows Error code that requires only to perform Windows Updates and to ensure the Windows graphics driver is up-to-date.

Customer tries to search for movies on their Apple TV to no avail, as no matches appear.

Customer’s account is on a Disputed Charge Hold and they have disputed charges with their bank, you:

This error appears in iOS devices when an account has recently come off a hold.