DHTC1
DHTC2
DHTC3
DHTC4
BONUS ROUND
100
True or False: The Device How-To Center is your first stop when troubleshooting a customer issue.
What is False. The Tech Guide is the first place to go for troubleshooting. SMM need to follow the flow in the Tech Guide, which may include the DHTC.
100
From where can the customer access the DHTC?
What is • PC, mobile device, myAT&T Help & Support menu, Device Help App on most smartphones and tablets. • Some manufacturers provide their own on-device and how-to app.
100
How will SMM know if there’s a software update for the customer’s device?
What is Device Software Update link displays
100
How are the categories organized for older devices that have not yet been optimized?
What is • Categories are: Topic>Subtopic>Tutorial (in the carousel. • The third level is in the carousel displays all the tutorial formats: video, interactive tutorial(s), and Step-by-Step.
100
What metric is achieve by a Social Media Manager who personalizes their interaction by thanking the customer (publicly/private)?
What is NETSAT
200
What is the best use for the Device How-To Center?
What is when customers inquire about some sort of set up on their device; e.g., how to set up email; how to set up WiFi.
200
How can SMM best use the email function?
What is As part of the call flow, send video or interactive tutorials to customer’s preferred email address. You can follow along as I resolve your issue and you can have the steps handy for future reference.
200
Where do SMM find the user guide for a current device?
What is Click user guide link, which will take Representatives to an article on the DHTC Support site.
200
How are tutorial options displayed for all topics? Which option will go away in the future?
What is • Most prominent: video • Next row: Interactive Tutorials • Last: Step-by-Step • Step-by-Step will not be available in the future (They are being phased out.
200
What metric is achieve when a Social Media Manager positions a recommendation confidently as an expert?
What is WTR
300
What is the best way to launch the Device-How To Center?
What is Clarify, because it pre-selects the customer’s device
300
What’s a great way for customers to see what SMM see as the issue is being resolved?
What is give them the URL: www.att.com/devicehowto to access from PC or mobile device. You do not have to take notes and you can reference the steps whenever you want.
300
As older devices are retired, where do SMM find the user guide if they need it?
What is User manuals for retired devices are accessed either from: • “Don’t See Your Device?” link on the device selection modal, or • myCSP article “Using Device How-To Center *65789”. It’s current in the FAQs, but will be added as a Related Link.
300
A SMM is helping a customer with one device and the customer asks for assistance with another device. Can the SMM simply pull up the DHTC in another browser and look at the two?
What is No. Clarify pre-selects the customer’s device and currently DHTC only supports a single instance. To look at a different device, go to the Change link by the current device in the top left corner.
300
What Metric is achieve when a Social Media Manager provides a recap effortless and effecient?
What is FCR
400
What does the Customer View have that the SMM View doesn’t have?
What is • Option to Chat • Option to Share on Social Media
400
What do SMM do if the customer’s device doesn’t auto-populate in the DHTC? What’s the best way for changing the device selection?
What is • Click Change in upper left corner by the device displayed. • Pop-up with Select Device: Enter device name in Search box; you’ll immediately get a dropdown with devices from which to select.
400
DHTC is moving to an all interactive tutorial format. Why?
What is • Makes the steps more accessible on devices and laptops. • User immediately sees the steps, rather than just having text. • Avoids duplication because DHTC is concentrating on one format.
400
What does the future look like for the DHTC?
What is • Approximately 45+ devices launched prior to July 1, 2014 will be “optimized” (updated to the Topic>Tutorial navigation structure). They will no longer have Step-by-Steps. • When there are software updates for these devices launched priori to July 1, 2014, the interactive tutorials will be updated and the Step-by-Steps will be retired. Tutorials will be realigned to the new navigation, if needed.
400
What Metric is achieve when a Social Media Manager promotes Digital First?
What is FCR/30 day Repeat Call
500
What does the SMM View have that the Customer View doesn’t?
What is • Option to send email to customer • Option to give feedback to DHTC Support
500
Typically, a video is the most prominent option on the DHTC. How is this video used within the customer interaction? What are some do’s and don’ts?
What is • Do: SMM tell customers that the video is available for them to view whenever they want. It will show specific “how-to” steps. • Don’t: SMM do not watch the video with the customer.
500
What is new about the sidebar categories for devices that have been “optimized” (updated to match the new 2014 topic list/navigation)?
What is • The covered topics have been refreshed and reorganized into a more intuitive structure: Category>Tutorial. • Easier and faster to get to the tutorial. The two-level structure provides faster access to tutorials. It reduces the need to scroll left-right in the carousel. • The second level is the tutorial.
500
What are next steps for Team Managers?
What is Set expectations to use the DHTC Conduct Hot Laps and Side-by-Sides
500
A social media user who requires special handling due to their level of public exposure.
What is High Influencer
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