Troubleshooting
Assign case to ___ for a non complex service call.
Commercial Vendor services
Customer wants to switch the programming package. Where do you locate if they have approval?
Programming Special Notes.
Service Treatment: Fulfillment. A Access card is $____ Bonus: Where do you order ACC?
$25. STMS
Click ____ in SFDC to open payment information page for CallVu.
Manage Bill Payment
Channel Range for ESPN+
9521-9530
Go to ____ to register business remote app. Bonus: What do you enter in the Last Name field when registering?
directv.com/register, enter the entire business name, exactly as it appears on the DIRECTV account.
Just activated a receiver for Planet Fitness account. Receiver count is now 11. Update the TV Access Fee to ____.
Receivers 1-9: $3.00
Receivers 10+: $1.00
$29
Where in the contract do you check to ensure no approval is needed to order an additional receiver?
Equipment Special Notes
SAJ credit code for Technical Time without service.
105
Name 4 of the out of market sports packages that require FCO documentation. Double points if you can name all 7.
DIRECTV Soccer, ESPN College Extra, MLB Extra Innings, NBA League Pass, NHL Center ICE, NFL Sunday Ticket & PPV Events
The code to switch a H44 to commercial code is ___.
024868
Tanmar accounts have a maximum of __ receivers per account. Bonus: $___ per receiver.
Maximum of 20 receivers per account. $5.00 Per Receiver
Two things you must always do when a customer needs equipment replacement is ____ & ____.
Attempt to troubleshoot & check equipment special notes in contract.
True or False: VIE account service call are free of charge.
False. Service call are $120 and must be paid upfront before scheduling in RIO, Treat account as a Non Complex.
Email FCO documentation to ____.
FCO@att.com Pending services activate within 24 hours of receiving a valid FCO.
The minimum requirements for 4K TV are ___
Each 4K TV needs one 4K (HR54) receiver and one 4K client (C61K).
If programming is not listed in contract approved programming, what do you charge the customer?
Regular Pricing
After ensuring no approval needed what price do you quote the customer for dish relocation?
$99
Authenticate the caller by requesting ____.
the business name, service address, and the caller’s name/role in the business. If the account has a password, the caller must be able to provide it.
What PPV events are coming up on 4/22? Who do you refer the customer to?
Showtime PPV: Davis v Garcia & Bellator 295: Stots v Mix. G&G is the promotor.
Customer from Shreveport, LA. is receiving 721 on their local FOX channel. Troubleshooting steps are ___.
Cannot troubleshoot! DIRECTV no longer has permission from the following broadcaster in that area. Empathize and refer to TVPROMISE.COM for updates.
____, ____ and ____ are packages that require RSN Fee.
Commercial Xtra Pack, Commercial Choice Plus & Business Xtra Pack
Where can you locate the order number to track drop shipped equipment?
Email section in case notes
Directions to locate Morgan Stanley TV Access Fee
F1<Add Services<Select Primary<Commercial<AlaCarte<Additional Services
Customer needs to know what channels are showing the Leicester game on Saturday.
Channels 6, 410 & 9532