Who are you?
ICM
V21
Why did you call?
IQ
100
What activates can a general contact do?
What is Make a payment but you cannot provide account balance and Product Inquiry and Troubleshooting
100
What tab would you use to add an authorized contact?
What is contacts
100
Can a married couple both be account holders?
What is NO – Only 1 person can be finically liable liable
100
Where in IQ do I find Interaction Reason Codes?
What is References > System How To’s > ICM > ICM Topic Reason Codes
100
You would access your KMT/IQ to find product and pricing information? True or False
What is True
200
To search for an account what information should you get from the customer narrow the search?
What is cell phone number (CTN) or account number (BAN)
200
What is an ECP?
What is Enterprise Customer Profile
200
What is an Nin1?
What is a price plan on a family plan
200
What are the first 3 topic reason codes you use after adding a PIN?
What is Reason 1 - Account Maintenance Reason 2 - Address/Contact Reason 3 - Add/Modify Pin
200
What is the quickest way to access the account access policy (AAP)
What is quick links from the main screen
300
Can an authorized level 1 change the billing address?
What is Yes – The only things they can’t do is activate services, telephone number change(TNC) or cancel services
300
In the ICM menus how would you view previous accounts you have worked on for the day?
What is Search > Session Account History
300
To find out more about a customer’s price plan details in V21 you should be in the: A. Financial Summary Tab B. Ban Profile Tab C. Subscriber Services Tab D. Subscriber Profile Tab
What is C. Subscriber Services Tab
300
What are the first 3 topic reason codes you would use after changing a billing address?
What is Reason 1 - Account Maintenance Reason 2 - Address/Contact Reason 3 - Change Billing Address
300
Where in IQ do you send feedback?
What is Contact Us
400
When an account holder sets up a PIN what should you tell them about any authorized contacts
What is A. All contacts will need to set up their own PINs in the next call B. They will be authenticated with account holders name and postal code until the PIN is set up
400
Which of the following cannot be launched via the ICM launch Pad? • Mobile Self-Serve Portal • Email Notification Viewer • V21 Main Screen
What is V21 Main Screen
400
In V21 what tab is used change user name and address?
What is CTN Profile
400
What are the first 3 topic reason codes you would use after updating My5 or My10 numbers
What is Reason 1 - Products, Services & Ordering Reason 2 - Upgrade/Downgrade Reason 3 - Update MY 5
400
When did the promo for the $100 Samsung SIII start and end?
What is 28-Sep-2012 and 01-Oct-2012
500
The son of the account holder calls about his father’s account whom he lives with however he is not listed as an authorized on contact. What should you do? a. Add him as a general contact and provide him with general information not based on the account b. Do nothing with the account and provide him with general information no based on the account c. Add him as an authorized level 2 and provide him with information accordingly
What is c. Add him as an authorized level 2 and provide him with information accordingly
500
Ms. Sunshine calls to ask about Rogers services, she is not a Rogers customer what should you do? A.Search for Ms. Sunshine > if no results create a contact B.Open an interaction > select correct topic reason codes C.Search for Ms. Sunshine > if no results provide Ms. Sunshine with the information she needs D.Open an account for Ms. Sunshine > and sell her Rogers services
What is A.Search for Ms. Sunshine > if no results create a contact
500
In V21 what tab do I go to access customer’s credit information?
What is BAN Profile
500
What are the first 3 topic reason codes you would use after explaining roaming charges?
What is Reason 1 - Billing Reason 2 - Usage Explanation Reason 3 - LD & Roaming
500
What is the path to find the Glossary
What is References > Refernces Menu > Glossary
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