A guest cannot enter because the lock code does not work. What should staff do first?

● Confirm property, guest, code, date/time window, and escalate if access is affected Your answer Correct

○ Delete all codes

○ Factory reset the lock

○ Tell the guest to force the door

Correct · 1.0 / 1.0 points

Scenario: A lock code does not work for a guest arriving now. What should you avoid doing and what should you report?

Your answer: Check batteries check if entere the number correctly

Incorrect · 0 / 3.0 points

Which statement best reflects this course?

● Simple safe checks first, risky account/security changes only with authorization Your answer Correct

○ Always factory reset first

○ Never document tech issues

○ Share all admin credentials with guests

Correct · 1.0 / 1.0 points

Amazon Fire TV Stick and Roku problems often start with which basic checks?

● Correct TV input/source Your answer Correct

● Streaming device power Your answer Correct

● Remote batteries Your answer Correct

● WiFi connection Your answer Correct

● HDMI connection Your answer Correct

○ Buying a new subscription immediately

Correct · 2.0 / 2.0 points

Which are safe first checks for WiFi issues?

● Confirm WiFi name/password Your answer Correct

● Check router/modem power Your answer Correct

● Check loose cables Your answer Correct

● Check whether other devices connect Your answer Correct

○ Press factory reset button

Correct · 2.0 / 2.0 points

Which are common Roku issue causes?

● Wrong TV input Your answer Correct

● Roku not powered Your answer Correct

● Remote batteries dead Your answer Correct

● Roku not connected to WiFi Your answer Correct

● Guest trying wrong remote Your answer Correct

○ Dirty bathroom mirror

Correct · 2.0 / 2.0 points

Which smart lock actions should not be done unless authorized?

● Share master/admin code Your answer Correct

● Factory reset lock Your answer Correct

● Delete all codes Your answer Correct

● Add personal account Your answer Correct

○ Confirm guest is using correct code

Correct · 2.0 / 2.0 points

Which tech issues should be escalated quickly?

● Guest cannot access property Your answer Correct

● Lock code does not work Your answer Correct

○ WiFi is down Correct

○ Factory reset may be needed Correct

○ Paid subscription/account issue Correct

○ TV remote was found working

Incorrect · 0 / 2.0 points

Explanation: Guest access, WiFi, account, and security issues need escalation.

What should a good tech report include?

○ Device type/brand Correct

● What was reported Your answer Correct

● What was checked Your answer Correct

● Results of each step Your answer Correct

● Urgency Your answer Correct

○ "Broken" only

Incorrect · 0 / 2.0 points

Explanation: Good reports allow PMs or vendors to act quickly.

Which are common Roku issue causes?

● Wrong input Your answer Correct

● Roku not powered Your answer Correct

● Remote batteries dead Your answer Correct

● WiFi disconnected Your answer Correct

● App/account issue Your answer Correct

Correct · 2.0 / 2.0 points

Which actions should field staff avoid with Ring, Blink, Arlo, or other security cameras unless authorized?

● Factory reset device Your answer Correct

● Delete device from owner account Your answer Correct

● Change owner account credentials Your answer Correct

● Disable recording/security settings Your answer Correct

○ Check whether the camera is physically present and powered

Correct · 2.0 / 2.0 points

Scenario: Guest says WiFi is not working. Write the safe first checks you would perform before escalating.

Your answer: Power cycle check cables

Correct · 3.0 / 3.0 points

Which actions should not be done unless authorized?

● Factory reset a smart lock Your answer Correct

● Change WiFi password Your answer Correct

● Delete access codes Your answer Correct

● Subscribe to paid TV services Your answer Correct

○ Check whether a TV is on the wrong input

Correct · 2.0 / 2.0 points

What should staff do after basic safe checks if the issue is device-specific?

● Open the exact device/problem reference guide. Your answer Correct

○ Factory reset the device.

○ Guess from memory.

○ Tell the guest nothing can be done.

Correct · 1.0 / 1.0 points

Which information should be captured before escalation?

● Device brand/model if known. Your answer Correct

● Exact error message or screen. Your answer Correct

● What steps were tried. Your answer Correct

● Guest impact. Your answer Correct

● Photos/screenshots where useful. Your answer Correct

○ A vague note saying "broken."

Correct · 2.0 / 2.0 points

Which are safe first checks for a WiFi issue?

● Confirm network name and password Your answer Correct

● Check router/modem power Your answer Correct

● Check loose cables Your answer Correct

● Check whether other devices connect Your answer Correct

○ Press factory reset immediately

Correct · 2.0 / 2.0 points

Which are basic TV troubleshooting checks?

● Power Your answer Correct

● Remote batteries Your answer Correct

● Correct input/source Your answer Correct

● HDMI cable Your answer Correct

● Streaming device power Your answer Correct

○ Change owner account email

Correct · 2.0 / 2.0 points

What should staff avoid unless specifically authorized?

● Pressing reset/factory reset buttons Your answer Correct

○ Checking the WiFi name

○ Checking the router power

○ Looking at property notes

Correct · 1.0 / 1.0 points

A cleaner finds the router unplugged. What is the best first action?

● Plug it back in if safe, wait for restart, test, and document Your answer Correct

○ Factory reset it

○ Throw it away

○ Change the WiFi name

Correct · 1.0 / 1.0 points

A TV says "No Signal." What is a likely cause?

● Wrong input/source or disconnected HDMI device Your answer Correct

○ Dirty floor

○ Low toilet paper

○ Pool chemicals

Correct · 1.0 / 1.0 points

A guest says the remote suddenly stopped working after it fell on the floor. What should you ask them to check first?

● Open the battery compartment and confirm the batteries are installed firmly and facing the correct direction. Your answer Correct

○ Factory reset the TV.

○ Buy a new streaming subscription.

○ Change the WiFi password.

Correct · 1.0 / 1.0 points

Which battery check is correct?

● The flat end of the battery usually touches the spring, and the + / - symbols should match the remote markings. Your answer Correct

○ Batteries can face any direction.

○ One battery is usually enough.

○ Battery covers must be thrown away if loose.

Correct · 1.0 / 1.0 points

What is the field team's main role in house tech troubleshooting?

● Safe triage, basic checks, documentation, and escalation Your answer Correct

○ Factory reset everything immediately

○ Change owner accounts

○ Give guests admin passwords

Correct · 1.0 / 1.0 points