Bulbazaur
Which tool can agents use to inform users about Fi devices and services?
a. Fi tool
b. KB articles
c. Troubleshooter
d. Help Center
b. KB articles
Which statement best describes how Fi agents use the Hardware order workflow:
a. Fi agents use the Hardware order workflow to manage device orders and returns.
b. Fi agents use the Hardware order workflow to check the monthly payment for financed devices.
c. Fi agents use the Hardware order workflow to link a Pay account to a device.
d. Fi agents use the Hardware order workflow to place bulk device orders for businesses.
a. Fi agents use the Hardware order workflow to manage device orders and returns.
Most RMAs follow the Advanced Exchange process. Which statement best describes this process:
a. The user ships their old device, then orders a replacement.
b. The user receives a credit on their bill and orders a new device.
c. The user receives a new device and keeps both devices.
d. The user orders a replacement through a link, then ships the broken device
d. The user orders a replacement through a link, then ships the broken device
Which issue can be solved with the Phone & Tablet Troubleshooter?
a. Roxy’s device screen is cracked.
b. Dorris can’t receive calls on his phone.
c. Jayne’s phone battery won’t hold a charge.
d. Rena regrets her new device purchase through Fi.
c. Jayne’s phone battery won’t hold a charge.
In the Google Fi Activation and Porting Workflow, what does the “Fi Account Status” show?
a. It shows how much data the account used for the month
b. It shows the current status of the account and partner carriers.
c. It shows the blocked numbers for the account.
d. It shows devices connected to Wi-Fi.
b. It shows the current status of the account and partner carriers.
Why would a user’s account contain a risk or compliance flag in the Payments sign-in workflow?
a. The user hasn’t uploaded the required identification documents.
b. Google can’t verify the user’s email address.
c. The user’s payment method is declined.
d. The user’s payment method is expired.
a. The user hasn’t uploaded the required identification documents.
Which scenario is an example of a payment method hijack?
a. Angel’s daughter Sarj used a lot of data last month.
b. Danvier finds a rental purchase through YouTube on his Fi statement.
c. A new device at the Fi store was charged to Bruce’s credit card account.
d. Cha was charged twice for the same subscription.
c. A new device at the Fi store was charged to Bruce’s credit card account.
When do agents grant appeasements to users?
a. Agents grant appeasements when they feel bad for a user.
b. Agents grant appeasements to users who threaten to close their account.
c. Agents grant appeasements to users who get upset in a support interaction.
d. Agents grant appeasements to users after they’ve tried all possible solutions to an issue.
d. Agents grant appeasements to users after they’ve tried all possible solutions to an issue.
(3 points) What are the options to authenticate a user in the Fi Authentication tool?
Online Devices Prompt
Fi App Code
Web Code
Which statement best describes how agents use the Fi Tool?
a. Agents use the Fi Tool to set up a new account.
b. Agents use the Fi Tool to answer questions for the account users.
c. Agents use the Fi Tool to add new members to the account.
d. Agents use the Fi Tool to clear issues with the account.
b. Agents use the Fi Tool to answer questions for the account users.
In the Impersonation tool, which action can an agent perform on the user’s behalf?
a. File a device protection claim.
b. Assign a manager role.
c. Edit the data plan.
d. Cancel service.
a. File a device protection claim.
Which scenario can be solved with the Customer Summary tool?
a. Joy wants to know the status of an authorization hold on her account.
b. Ry wants to cancel his service.
c. Paul wants to know if his device is compatible with Google Fi.
d. Norman wants to update the payment method on her account.
a. Joy wants to know the status of an authorization hold on her account.
Which section of the Promotions Dashboard should the agent use to provide general information about promotions?
Promotions Primary Guide
Which issue can be solved with the Fi Device Widget (Ozmo)?
a. Mark needs help to set up his new device.
b. Janet can’t receive texts on her device.
c. Xavier has questions about his RMA order.
d. Blaine has questions about device compatibility.
a. Mark needs help to set up his new device.
Which statement best describes how agents use the Salesforce tool?
a. Agents use Salesforce to file an extended warranty RMA.
b. Agents use Salesforce to file device protection claims.
c. Agents use Salesforce to upgrade a user’s device.
d. Agents use Salesforce to add device protection to the user’s account.
a. Agents use Salesforce to file an extended warranty RMA.
TRUE or FALSE:
An international exception allows you to activate your account outside of the US. International exception let’s customers use Google Fi abroad for up to 9 months.
True
Provide the steps to follow when a group owner wants to monitor and budget data usage for its members:
Open Google Fi website or app, Select the member’s name, Under “Data alert,” choose the alert and the slow data limit.
TRUE or FALSE:
According to the International Roaming Policy, if the majority of your usage occurs outside of the United States over a consecutive 90-day period, we will suspend your international data.
True
When troubleshooting International service issues what Workflow do we use?
we use Fi Connectivity Workflow
To capture the device’s cellular information for iOS, what do we dial on their phone's dialer?
*3001#12345#*
Who are the people with International exceptions (let customers pause their service for up to 39 months)
Active military who serve abroad, state department employees who serve abroad, like embassy workers, consulate workers or diplomats,
When assisting the customer with iOS MMS configuration, the following informations is needed:
APN: h2g2
MMSC: Paste the URL from the Fi app or enter http://m.fi.goog/mms/wapenc
MMS max message size field: 23456789
TRUE or FALSE:
Device Safety Escalations type of call are offered a CSAT survey
FALSE Device Safety Escalations are NOT offered a CSAT survey
3 types on Inbound Calls for Google Fi:
Toll Free number, Automated Call back, Click to Call (CUF)
_________ is the workflow/troubleshooter that agents need to access to assist a customer with hardware related issues.
Pixel Phone Troubleshooter