TOOLS
What tool is used to submit a ticket in Agent OS
UCM
What are the 4 parts of Call Flow
Opening - Fact Finding - Resolution - Close the Call
What copilot has all your tools
GEN8404
What is the cap on Return & Exchange policy
14 days
What must be enabled to when customer travel internationally
Roaming
What systems is used to check porting errors & confirmations
Syniverse & Rssx
What is used to control the call
ARM statements
What copilot is used to Managing Phone Numbers/MDNs
HOW6828
Customer has a defective Samsung device and it is after return/exchange window. What would be needed?
Warranty exchange...DOUBLE JEOPARDY...Who would process the warranty exchange?
How many countries does spectrum cover internationally
191
What TS tree is used when customer states that data is not working
Act/Repair Network service
Data not working
What does ARM stand for?
Acknowledge - Respond - Move Forward
What EHH should be sent out on every call
EHH332 Chat
How many days does a customer have to add a trade in post purchase?
30 days
How many gigs are included with the unlimited plus plan when traveling internationally?
10 gigs
What tool is used to reset the network for customer
Nbop, Pencil, Reset line, network
What 3 communication skills impact the customer interaction?
Empathy - Tone - Ownership
What copilot is used for scope of support
GEN9152 scope of support
True or Flase: An authorized user can request a transfer pin
False
Mr. Bill calls in from France and is not able to make or receive calls. Which troubleshooting tree would you use?
Act/Repair Network Service - Calling/Texting Issues
What TS tree should you use when activating esim/psim
Activating/Porting
esim/psim Activation
What Copilot Article will help you with ARM Statements
GEN8299
Replacing device on existing line
HOW6838
What is CPNI
Customer Proprietary Network Information, is information collected by telecommunications carriers
I am traveling to Paraguay next week, I need to know the international rates?
Talk (per min)
$0.10
Text (per msg)
Free
Data (per mb)
$0.03
Per Unlimited+ Plan Benefits, all Talk/Data while in country is unlimited (with reduced speeds after 10 GB)