KM May 2

* State your first and last name.

* Shipping time frames for materials, peripherals, and hardware are:

3-5 Business Days

5-7 Business Days

3-6 Business Days

7-10 Business Days

* Currently when we need to merge an account we need to advise the caller that it can take up to 5 business days.

True

False

* If you are working on a 6305 computer and all dash steps are completed but there is still no connection even after a power cycle and you have checked all proxy settings. what is the next step to follow?

Escalate to tier 2

Do the dash steps again

Partition Restore the Computer

Download and Install 6305 Connectivity Patch

* When you are given a serial number that doesn't match the one in Totalview CSR what can you do?

Use the one in TTVCSR and document as to why

Escalate to the Supervisor Queue

Advise that you aren't able to assist due to the serial number not matching

Have the family contact their school for assistance

* All label requests must go through Salesforce

True

False

* If a caller keeps getting "timed out" of their Scantron test you should

Clear the cache and cookies

Flush the DNS

Reset the browser

Direct the caller to their student's teacher

* The computer details section of a case must be filled out on every call.

True

False

* What KB number would you use if a caller calls in stating they aren't with K12 but received materials?

5000

3014

1170

1019

* What KB article would you use if a family calls in saying they are getting error "The height of your setup is going off the stage or interfering with the prompt question"?

3218

3664

4625

4193

* What KB article would you use if a family called in and says they are using IE but when they try to access their course they get an error "Sorry, an error has occured we were not able to log in: Course Closed"?

1072

1312

1998

1658