Helix
This alert is the most important alert and it usually shows outages and disconnections for various servicecs
What is P1?
The answer to this type of question should be a longer answer, typically describing a process or giving more detail
What is an open-ended question?
This app helps our customers back up their photos and videos for free
What is the Photo storage app
The maximum amount of points you can receive on a scored call
What is 100?
When you have determined what the customer's issue is you need to make this selection before entering notes
What is Call reason/subreason
I can access this from Helix, which is how I reach out for help, or for a supervisor.
What is a tech lead.
This is done once we resolve our customer's issue
What is recap?
This app gives them direct access to a protech agent as well as help with all of their devices and tips to get the most out of their devices
What is the protech app?
HERO is broken down into H, E, R, O, but it is also broken down by this.
What is Serve, Solve, Sell?
This particular tool has nearly every phone tablet device available for you to look at and help your customer
What is Ozmo/emulators?
This article will help me set up a new apple watch
What is Pair An Apple Watch?
"Are you able to use your speakerphone?" is an example of this type of question.
What is clarifying/close-ended?
This insurance package covers other devices that are not registered on the account
What is AT&T Protech Advantage for 4
Making sure that you are speaking with your customer and building rapport would help you this area
What is the E?
Ask permission
Give Reason
Set time expectation
Come back during time
Thank the customer
What is the 5 point hold procedure?
Articles that have been looked at frequently by other experts will show up here.
What is Popular Articles?
We must do this after getting to a resolution to ensure that it is the true resolution.
What is test?
This service was purchased by AT&T and is now a service offered in a bundle as well as stand-alone
What is DirecTv
Not following the correct hold procedure would cost you points in this section.
What is R?
The XR in HERO XR stands for this
Experience Revolution
When using Helix you should use a maximum of this many keywords
What is three?
When troubleshooting a device, we should make sure figure out the answers to these questions.
What is the 5 Ws?
Customers who do not have protech advantage and get the photo storage app have this much photo storage available to them.
What is 5 GBs?
Multiple behaviors together create this, which is what you are graded on.
What is a skill?
We would select this end call reason if we needed to transfer a customer who needed help updating their contact email and they did not want to utilize any SSO.
What is Carrier Account?