Systems
What system should be used for the full duration of the call if possible?
AssistEdge
What are the four elements to VID?
1) CTN
2) First/Last Name
3) Account Name
4) PIN
What are the names of the 2 commonly used FirstNet rate plans? How much are they and what is the difference between the two?
FirstNet Unlimited $39.99
FirstNet Unlimited Extra $44.99
Why would a cx have the FNHOT SOC added to their line?
They could not verify FirstNet eligibility and/or did not complete their annual audit.
What are the three elements that are required in your Warmly Welcome?
1) Brand the call with AT&T Business Mobility Care
2) State your name
3) Ask the customer's name
What is the name of the back-end system that feeds information into front-end systems like OPUS, Clarify, AssistEdge, FaST, etc.
Telegence
What step of the Call Flow should VID take place in?
Warmly Welcome
What are the names of the three unlimited rate plans for consumer lines that you will be using for FirstNet and Family lines.
AT&T Unlimited Starter
AT&T Unlimited Extra
AT&T Unlimited Premium
What discount will you see on FNAF lines?
25% off
List all 8 steps of the Call Flow
1) Warmly Welcome 2) Call Conduct 3) Uncover Needs 4) Personalize Solutions 5) Gain Agreement 6) Thoroughly Educate 7) Recap the Call 8) Sincerely Thank
What tool needs to be used to make changes in FaST?
SSO Chatbot
What is an alternative way to verify a cx?
BAN and OTP
What EIP length(s) are available for Agency Paid accounts? What EIP length(s) are available for Subscriber Paid accounts?
Agency Paid: EIP24, EIP30, EIP36
Subscriber Paid: EIP36
What system is used to verify FirstNet eligibility?
SheerID
What is the name of the insurance plans that we offer AND the name of the company that we use?
Protect Advantage with Asurion
What system is used to provide support for orders that customers placed through their self-service portal.
OCE
What are the differences in VID between IRU and CRU?
1) Account name for IRU account will most likely be the name of the Owner. If you are speaking to the Owner, you do not need to ask for the account name separately.
2)Owner will have the highest level of authorization on an IRU account. D2D will have the highest level of authorization on a CRU account.
This feature can only be added at the time of purchase for a new line of service. Once it is removed, it cannot be added back on until a new device is purchased or upgraded. It is only available on a 36 month installment plan.
NextUp
What is the difference between FirstNet Ready and FirstNet Capable?
FirstNet Ready devices support a FirstNet SIM on Band 14.
FirstNet Capable supports a FirstNet SIM but does not support Band 14.
This is the contact role that you would use if you needed multiple points of contact on the account. They have the same permissions as the D2D
TCM
List the six tabs in FaST.
1) Authorization Instructions 2) Offer Elements 3) Customer Contacts 4) AT&T Contacts 5) Notes 6) Ordering and Billing
Where should you immediately check when you are speaking to an end-user and why?
EUMC in Authorization Instructions tab because end user capabilities vary from account to account.
Having an installment plan on a line can make it ineligible for certain changes to occur on that particular line of service. Give two examples of changes that an installment plan would prevent from happening.
Change mobile status (cancel a line)
Unlock a device
What is FRAO? When would you offer it?
FRAO = First Responder Appreciation Offer
This allows customers to receive 25% off of their lines. This offer is only available on a consumer account so you could offer this if a customer is migrating off of a FirstNet account onto a consumer account.
List the systems and steps that you would take to complete a request in which a cx wants to swap the color of their iPhone.
1) Check OrderTrack to ensure that their are within their BRE period
2) Go to Pitney Bowes to create an RMA label for them to return the device.
3) Go to OPUS to process the actual BRE for an equipment change.