VID
The system you would use to check end user capabilities on an account.
What is MFaST (formerly FaST)?
KM Article: KM Article: Caller Access Levels - CRU Mobility | Knowledge Management | Salesforce
Additional information found on KM Article: End User Maintenance Capabilities (EUMC) - BCS
The four types of device lines a First Net Customer can have on their account.
What are: Phone line, Tablet line, Watch line and Hotspot line?
KM Article: FirstNet Self-Verified Subscriber Paid (formerly SPA) - FNSS/FNEC/FNCS)
Roles we cannot verify.
Hint: There's a cheat sheet at your desks.
What is an Owner, Initial Premier User, Authorized and CD Initial Contact?
A system that allows you to: OTA, refresh roaming profile, provision for/ troubleshoot call forwarding, voicemail, cell booster, active armor, and SMS.
What is TORCH?
The Promise is our ____ flow.
What is Call Flow?
Invalid forms of VID.
What are social security number, Driver license number, and TAX ID?
The website used for checking if devices are First Net ready.
NEXT UP:
Customers have up to ___ days after purchase to return or exchange devices. This is called the _ _ _ period.
What is 30 days and the BRE period?
KM Article: Next Up Upgrade Offer - BCS
A system where an agent can un-reserve a line.
What is Telegence?
A system you would use to check a FirstNet Customer's verification documents.
What is SHEER ID?
Roles that can be verified within BMTS.
What are: Day to Day, Telecom Manager, AOP, Third Party AOP, Decision Maker, and End User?
The SOC for FirstNet International Daily Pass.
What is FNZIRRLHDF (formerly FNIRRLHDF)?
KM Article: FirstNet International Roaming packages
Products that require address eligibility.
What is Internet Air and Fiber?
A system that requires the EID for an eSIM change.
What is Telegence?
A fruit you can use to check port eligibility.
What are (is) PEARS?
Matthew an Authorized User, Shante an Initial Premier User, and Rahab an Owner all call at different times about the same company account. Using their ___ ____ PIN they would verify as OTHER > _____/_____ > enter caller's name in IVR.
What is their End User PIN? Verifying as OTHER > Mobile User/ End User then enter caller's name?
KM Article: Select the Appropriate Caller Name & Role in Clarify - BCS
Simone is calling in this evening because she has been trying to reset her FirstNet passWORD multiple times without luck. Which steps would you take to assist?
- Clarify that the customer is using the latest email.
- Ask customer to clear cache and retry.
- Attempt to reset on our end via ICAM.
KM Article: FirstNet troubleshooting - FAQ
Contact roles that have full authority on a BMTS account.
What are: Authorized Order Placers (AOPs), Day-to-Day managers (DD), Decision Makers (DMs), and telecom managers (TCMs)?
KM Article: Caller Access Levels - CRU Mobility | Knowledge Management | Salesforce
FOUR/FIVE Systems that allow you to generate eSiM, change IMEI and SIM.
Think about it!
What is
OPUS, TRiP/ EZ,
Carenow, and Telegence?
Elroy calls in asking for a PMC (formerly CCS) static IP.
A SOC for 3.00 that must be added to his features.
Hint: It begins with CC...
What is CCSSTAT3?
The policy in which infractions such as Incorrect/ Inaccurate Order Placement, Improper Account Verification and Unauthorized Order Placement fall under.
What is the OTD AT&T Auto Fail Policy?
Daniella, a Registered Nurse is a FirstNet customer who is supposed to verify within 30 days. After ____ days her lines will be routed (hot lined) to a First Net representative. After 2 additional days of verification not being completed, Daniella's lines are subject to ___________. After __ additional days without verification completed, she will now be offboarded to AT&T.
What is after 30 days?
What is offboarding?
What is 5 additional days?
KM Article: FirstNet Subscriber Paid Offboarding and Verification/Reverification: Process, audits, tools, & troubleshooting | Knowledge Management | Salesforce
Georgie noticed a disruption in her service after she moved her Internet Air gateway device from her Tampa Bay shop to her Miami store location. What could be the cause?
She moved her AIA-B (Internet Air) without AT&T approval. Therefore, the service may not operate as intended, and AT&T reserves the right to move her to broadband or terminate** her service.
KM Article: AT&T Internet Air for Business® (AIA-B) - BCS
Malcolm calls about a case beginning with CM created for his device IMEI to be unlocked.
An additional case for his son's phone to be unblocklisted was created the next day.
The system where the cases were created.
What is Clarify?
KM Article: Clarify case
Leroy calls in with his public static IP already set up.
But he does not know his access point name. ____ SOC will give you his APN and _____ SOC should be reflected on the account features.
Bonus points if you can provide both the name of the feature and the SOC.
What is CCS11 SOC (custom APN) to show the customer's full IP address and APN?
What is PMCPSMT as the SOC (6.00) for Public Static IP?