Potpourri
Where do you go to acknowledge updates and audit scores?
QRA
After helping the customer with their issue, you need approval before using this macro.
Closed Resolved
When you see this service, you'll use the Closed, Sent to Video macro
DIRECTV
The field where you indicate what the an agent who gets the case after you should do in your case notes
Next Step
By doing this, you can make phrases like "let us" shorter & more casual
Use contractions
What must you do after you've read and understand your audit feedback in QRA?
Acknowledge the audit
What do we when we receive a Spanish case?
We need to escalate a postpaid customer to T2 - what can we do when they haven't provided any account info?
Send the Authentication link
The tab in Sprinklr where you can update the phone number & account number in addition to the case notes
Profile tab
What is something you do to personalizing the customer's post?
Use the customer's name
Mention the customer's issue
Ask specific questions
Frame the SSO clearly
Match the customer's tone
What should you do before changing your status from Available in Sprinklr?
Go into Admin and finish any cases in your queue
What do you do when the customer is talking about OANN?
Send to Corp Comm
The customer needs to forward these texts to 776
Spam
When closing a case, what do you set to make sure Sprinklr knows what the case is about?
Case Properties
What should you focus on when you're talking to a frustrated customer?
Empathy (matching the tone)
What metric on your scorecard requires you to respond within (ideally) 6 minutes to a new case?
Initial Response Time (IRT)
If there's an outage in the customer's area, how should you close the case?
CRE
If the customer has a complaint about one of our technician's unsafe driving, we want to ask for _____
The license plate number and/or truck number
Where can you find posts that didn't make it into the Sprinklr case? example: an image that Sprinklr flagged as spam
"Conversation" tab in the Profile
What are the 3 Be Proud goals?
Be Fast
Be Friendly
Be Smart
Which metric is affected if you close your case with the wrong macro?
Case Closure Accuracy (CCA)
What department do you transfer to when a U-verse customer is having an issue with their installation appointment?
T2 VBB S&S
Customers with certain old phones will have to get a replacement from AT&T if their phone isn't supported after the _________
Social 3G Sunset
The customer has no internet connection - it's been out for 3 hours. We're asking for their ZIP code to check for an outage, what should our Topic and Subtopic be in the case properties?
Topic: Internet Equipment
Subtopic: No Connection
What are the AT&T At Your Service steps to an effective customer interaction?
(think long term - it's the whole case, not just one post!)
Greet
Understand
Recommend
Confirm
Educate
Thank