A scenario where the customer is located outside the U.S., Puerto Rico, and the U.S. Virgin Islands (St. Croix, St. John, St. Thomas) using their device on a foreign carrier's network.
What is International Roaming?
100
The Data Unlimited plan price for customers with non-smartphone but doesn't have the Family Unlimited Messaging.
What is $15.
100
The 2 features needed for the customer to be able to send multimedia messages.
What is text and data feature?
100
This is where our customers should register to prevent receiving telemarketing calls from other companies.
What is National Do Not Call (DNC) Registry?
100
The amount limit for overage before account get suspended due to data pay per use/overage.
What is $800?
200
An online tool that the customer can use to setup an itinerary and look up international rates, wireless devices, and carrier information.
What is Travel Guide?
200
The team that will help you put an IMEI on a blocklist if you are not trained to do it on DLC.
What is Stolen Device Specialty Team?
200
Tool used to send test MMS.
What is TORCH?
200
This a payment research scenario where customer states they made a payment that is not posted to their account. It may involve a credit balance/payment transfer due to a misapplied payment on another account with the same name and Social Security number (SSN).
What is Missing Payment?
200
The Network name (SSID) of AT&T Wi-Fi Hot Spot.
What is attwifi?
300
The highest plan option amount for Cruise Ship Roaming package.
What is $120?
300
The highest gigabyte amount for Laptop Connect plans.
This is a payment that appears on the customer's account that the customer did not make. It may involve a credit balance/payment transfer due to a missing payment on another account.
What is Misapplied Payment?
300
The only group that removes or re-adds voicemail when directed in the troubleshooting steps.
What is Technical Support?
400
The process in which you recalculate a customer's bill to cover their overage and charge them with the appropriate rate plan instead.
What is RERATE?
400
The first option in replacing a lost or stolen device.
What is Mobile Insurance Replacement?
400
Allows a customer to share the upgrade eligibility of one of the lines on their wireless billing account with another line that is not upgrade-eligible on the same account.
What is Shared Upgrade?
400
This feature allows customers to block calls and texts from specific numbers and block data, limit the use of text and cellular data during specified times of the day or night, and set limits on the number of texts and purchases their family members can make.
What is Smart Limits?
400
The team where call should be transferred for special handling if the customer received a Domestic Roaming Notification.
What is Excessive Use Support Team?
500
Tool used to process refunds for downloads.
What is CCC Tool?
500
The next step you do if you want to remove a stolen device from the block list and you are not trained for blocklisting in DLC and you can't transfer the chat/call the Stolen device team.
What is create a case?
500
One of the requirements below is incorrect when it comes to determining the eligibility for upgrade.
-Active status
-Account type
-Excessive off-network usage (EON/DEON)
-Non-pay suspensions
-Past-due balance less than $50.
What is Past-due balance less than $50?
500
Tool used to help customer manage their Smart Limits settings.
What is MyAT&T Zone?
500
The code added to suspend service due to data overage.