ACSR

You can search for a CX account in ACSR with:

• First and last name

• Address

• DOB

We currently recommend attempt to search for the customer via the phone number associated with their account.

• True
• False

the summary page on ACSR will show Offers/products

• True
• False

In order to view the equipment the customer currently has in use – navigate to the top of the page and locate the “_______” icon.

• dollar sign icon

• house icon

• cable box icon

• mail icon

on the equipment page

Owner: Indicates if the equipment is Customer Owned or Leased​

• True
• False

in ACSR the equipment Serial Number is NOT the same as the MAC address

• True
• False

Answer explanation

in ACSR the equipment SN number is the cx MAC address without the Colons (00:00:00:00:00:00)

Can we assist customers with customer owned equipment

• we shouldn’t advise anything beyond a power-cycle and checking connections. ​

  ​

• Yes, we can do all the same TS as a leased modem

• we can only send a tech to the cx

From the order screen in ACSR what 3 steps would you do to cancel a trouble call?

• click cancel order

• select job resolution code

• click edit order

• select OK

Answer explanation

Select the Orders tab from the bottom left side of the customer central window.

You will see the pending work order.

Click on Cancel Order.

In the Cancel Order window that appears, select the Job resolution code, then select OK.

You will be returned to the Order tab on Customer Central and you will see that there is no longer any pending trouble calls.

what icon is pressed to add notes in ACSR?

• notepad icon

• two people icon

• The pencil icon
• The trash can icon

to swap a Sparklight modem in ACSR the first step is swap out the old MAC address with the new one.

• True
• False