Cases
What were the needs levels selected to file a case?
Billing>Shop &Purchase>Case then click Open
Which system do we use to begin a trade in for a customer and to check the status of a trade in?
Opus
What is the timeframe for our Buyer’s Remorse period (BRE)?
14 days after initial purchase
What is the billing impact when changing a customer's billing cycle date/due date? (Hint: Sharolyn mentioned there is no way around it!)
Prorated/Partial month charges
What is the name of the section where you input details for the case to be reviewed?
Dynamic info
Which location needs to be selected to check the status of a trade in?
AT&T Parent Company
What tool do we use to locate information on an order? (For example, customer ordered a new device and is waiting to receive it via Fedex)
Order Track
Which tool is used for troubleshooting and sending text messages to customers?
TORCH
What was the type of case we submitted where the customer was trying to go back to their grandfathered plan?
Unable to complete transaction
Which location needs to be selected to process a new trade in?
DMDR Call Center
How much is the customer billed when a line is on reduced rate suspend and how long will the device remain on this suspension?
$9.99/180 days
Which international feature will you offer a customer who is constantly being billed for placing international calls?
AT&T International Calling or World Connect
Which case type did we submit regarding a device return?
Device Return
If my device is worth $49.99, How much in bill credits will I be receiving?
$350 over 30 months
What impact will making a change during the bill cycle have on the customer?
Prorated or Partial month charges
What tool is used to remove third party charges?
CCC Tool
Which case do we submit when a device was returned but the installments are still being billed to the customer?
No install case
What are the steps to check trade in status?
Menu>Quick Links>Other>AT&T Trade-in Program
If your customer is experiencing signal issues what tool(s)?
GEOLink and TS&R
What will happen if an existing postpaid voice line is cancelled within 90 days after activating a new line on a promotion?
Promotional credits stop.