General
What is Connect Cases?
Google's all in one tool for providing customer service to Google users.
True or False: Customers can do their initial sign up on the Google Fi App?
False. Sign up process can be done using Android or iOS but not on the app itself.
How many members can be in a Group Plan?
2 to 6 members
True or False: Google Fi's interest rates for all Phones is 1% annually.
False. 0% interest rates for all phone devices.
If a user will activate their service on October 2, when does their billing cycle start?
October 4. 48 hours after they activate their service.
What is Connect Announce?
Google's announcement website for updates related to all programs of Google Fi.
What tool can an agent use to see all of the compatible devices to Fi? Only agents may use this tool.
go/beyond-list
True or False: Group Managers can switch plan types.
False. Only the group plan owner can switch plan types.
How does Google Fi check if a user is qualified for financing?
Soft Credit Check
If a user will activate their service on September 26, when does their billing cycle date start?
October 2.
What is the set of cards for gather information related to the customer's journey with Fi and resolving issues of the customer?
Read Cards
3 Activation Processes?
Device, Phone Number, Sim Card
Situational: Jasmine, Angel, Rach, Jerica, Chay Chay and Jean are in an Unlimited Essentials plan. Jerica is the group owner of this plan and she wants to add Vinz to their group plan? How are you going to educate the customer about this issue.
Inform Jerica that only 6 members can be in a group plan, and that includes her as a group owner. Suggest that Vinz create an individual plan instead.
What is Google Fi's financing partner that checks if the user is qualified for Financing?
What is a Google Fi user's definition of Proration?
Paying for the days based on a portion of a full period or amount.
What are the cards under Write Cards?
Email, Consult, Case Notes
Situational: Alice wants to activate a new Google Fi service on their Pixel 10, that already has an existing Google Fi eSIM, because she wants to have one number for business, and another one personal. How are you going to educate the user?
Inform Alice that we don't have that capabaility yet, because A Google Fi account may only have one number associated to one device.
Situational: Charl will be turning 18 next week, as an early birthday gift to himself, he wants to purchase a device and start his mobile service with Google Fi. He has saved up enough cash on his piggy bank anyway. How are you going to educate Charl?
Inform Charl he has to wait until he's 18 to make this purchase, also to inform Charl about the acceptable payment methods.
True or False: Standalone trade in is not available for Google Fi users.
True.
How many final billing statements does a user receive once they cancel their account?
2 final billing statements.
What is the difference of Interaction History and Case Log?
Case Log - Your interaction with the Customer
Interaction History - All of the customers interaction for multiple issues with multiple agents.
2x: What is the tool we use for resolving Activation and Porting issues?
Tip: NOT a KB.
Google Fi Activation and Porting Workflow
What are the premium features included on the Unlimited Premium plan?
6 months of Youtube Premium, 100GB cloud storage.
If the trade in value is higher than the phone they are paying for, what would happen to the remaining balance of the trade in value?
Any additional trade value is issued as a bill credit.
How many days from the activation date, will a user's primary card, get charged automatically for the second time, if they activated their service on October 2?
12 days in total.
Oct 4: 1st billing statement & beginning of the cycle
Oct 14: 2nd billing statement & automatically charged for Oct 14 - Nov 13.