Identify the correct location in i-Care where you can quickly find the customer’s billing address.
Dashboard
100
I got a bill from you guys, but I don’t have a Sprint account.
I’m not sure what the mix-up is, but how do I get this taken care of? What type of fraud is this?
identity theft
100
Indicate the links in i-Care that change based on the i-Care panel you have selected.
Quick Actions
200
What do you see in the billing system to indicate that the account is an ASL account?
The ASL Info tab displays upon opening the account.
200
Identify what happens when Block Account is listed in the Alerts on an
account and the customer attempts to make a payment via the IVR.
The IVR does not permit payment processing and automatically
transfers the customer to Collections.
200
101 N Tryon St, Charlotte NC, 28246. Select the address of
the 2 stores that offers repair.
• 230 E W T Harris Blvd, Ste A2, Charlotte, NC 28262
• 4717 Sharon Rd, Ste 2a, Charlotte, NC 28210
300
THREE restrictions that are placed on an ASL Account.
• The amount the customer can spend each month.
• The dollar amount at which the account is hotlined.
• The maximum number of subscribers.
300
Spending limit customers receive four different
types of communications in a particular order to inform them that their
account may be approaching or surpassing the spending limit. What is the
correct order of ASL notifications?
First text message> ASL hotline> second text message> ASL
suspension
300
I’m going to Billings, Montana for a couple of days on
business. Will I be able to use my phone while I’m out there? Interpret the customer's coverage
There's roaming voice and data coverage. You can still use your phone but some data features won't work.
400
A/an _____________ contains specific information
about the account and important directions that must be considered prior to
taking any action on the account.
Urgent Account Information
400
Identify the location in i-Care you look to determine how many times a
customer has called about the same issue.
Interaction History
400
What are the guidelines when you enter the name into the CNAM field?
The letters are all capital letters and there is a maximum of 15 letters. Longer names cut off after 15th character.
500
What will be the default passcode for voicemail if you will reset it.
Last seven digits of your phone number.
500
Customer is asking the status of the rebate submission. You check the phone number on sprintrebates.com and don't see any record. What information do you search with next to see if you can find a record of the rebate submission?
First name, last name, zip code
500
Select the four locations where customers can make cash payments to Sprint.
• Automatic Payment Center – APC
• Collections Agent
• Internet Bill Payment
• IVR
• MoneyGram
• PreCash Card
• Sprint.com • Sprint Store
• Sprint Zone
• Automatic Payment Center – APC
• MoneyGram
• PreCash Card
• Sprint Store