Email and Live Chat
A supplier outage notification arrives in the inbox. Which folder is most appropriate?
A. External Dealt With
B. Case Updates
C. Outage Notifications
D. My Cases
Answer: C
A customer says they submitted a mobile bar request but do not see the change yet. What should the advisor do first?
A. Submit the request again immediately
B. Delete and recreate the request
C. Check Mobile Management History
D. Perform a SIM swap
C. Check Mobile Management History
During a chat, you discover a customer has a support need that is not recorded on the account. What should you do?
A. Add the account marker yourself
B. Ignore it because the call is already progressing
C. Notify a manager and request the appropriate tagging process
D. Wait for the customer to call again
C. Notify a manager and request the appropriate tagging process
A customer calls on the 10th of the month and says they have not received their bill notification email yet. What should you do first?
A. Check the bill run calendar and invoice issue date
B. Raise a billing dispute immediately
C. Apply a goodwill credit
D. Submit a refund request
A. Check the bill run calendar and invoice issue date ✅
Which artist is known as the "King of Pop"?
Michael Jackson
A customer accidentally starts two chats about the same problem. What should you do?
A. Work both chats separately
B. Close both chats
C. Merge the conversations
D. Ignore one chat
Answer: C
A customer wants one mobile number to receive different bill limit alerts from the rest of the account. What should be used?
A. CLI-level alert settings
B. Service Analysis
C. Usage Analysis
D. Account Details
A. CLI-level alert settings
You supported a customer with accessibility requirements and arranged an alternative communication method. Before ending your shift, what should you do?
A. Record the customer's needs, preferences, and agreed next steps
B. Leave notes for later
C. Only document the outcome of the call
D. Rely on the next advisor to gather the information again
A. Record the customer's needs, preferences, and agreed next steps
A customer reviews their invoice and asks, “Why is my bill higher this month than last month?” What is the best first action?
A. Promise a refund
B. Transfer the call to another team
C. Tell the customer the bill is correct
D. Check the invoice period, service summary, and usage charges
D. Check the invoice period, service summary, and usage charges
Which actor played Iron Man in the Marvel Cinematic Universe?
Robert Downey Jr.
You use a macro to draft a customer reply. What should you do before sending?
A. Send it exactly as written every time
B. Personalize and review it
C. Delete customer details
D. Create a new chat
Answer: B
A customer wants to delete a contact who receives Usage Alerts. What must happen first?
A. Switch accounts
B. Download the invoice
C. Disable all users
D. Remove the contact from the alert
D. Remove the contact from the alert
A customer says their daughter usually helps manage their account because of a long-term health condition. What should you discuss?
A. Sharing account information immediately
B. Adding an authorised or Power of Attorney contact
C. Giving the daughter the password
D. Closing the account
B. Adding an authorised or Power of Attorney contact
A customer was overcharged last month and has already paid the invoice. They want the money returned to their bank account. What should you determine first?
A. How many products they own
B. Whether a refund is appropriate instead of a bill credit
C. Their contract end date
D. If a credit alone will satisfy the customer
B. Whether a refund is appropriate instead of a bill credit
Which K-pop group released the hit song "Dynamite"?
BTS
A customer asks for a billing update through live chat. DPA has been verified, the issue is in scope, and the account is identified. What should happen next?
A. Resolve the query or continue case handling
B. Transfer immediately
C. Request DPA again
D. End the conversation
Answer: A
A customer cannot find charges from last month. Which action should they take first?
A. Reset their password
B. Select the correct invoice period
C. Switch groups
D. Disable notifications
B. Select the correct invoice period
A customer explains that phone conversations are difficult and asks for another way to communicate. What is the best action?
A. Advise them to continue using the phone channel
B. Offer text-based options such as chat, email, or Text Relay
C. Escalate to Priority Fault Repair
D. Close the case and wait for an email
B. Offer text-based options such as chat, email, or Text Relay
A customer says, “I don't understand anything on this invoice.” What is the most effective approach?
A. Read the entire invoice word for word
B. Explain the invoice using technical billing terminology
C. Break the invoice into sections and explain each in plain language
D. Tell the customer to review it online
C. Break the invoice into sections and explain each in plain language
Which Filipino film became the highest-grossing Philippine movie for several years after its release in 2019?
Hello, Love, Goodbye
A customer asks for a copy of an invoice. Which action is most important when creating the case?
A. Use the correct category
B. Use any available category
C. Create multiple cases
D. Leave the category blank
Answer: A
A customer says they selected Forgot Your Password? but never received a reset email. What should you check first?
A. Ask them to create a new account
B. Confirm the email is the registered billing email address
C. Tell them to wait 7 days
D. Delete their profile
B. Confirm the email is the registered billing email address
A customer says, “I can't read the bill because the text is too small.” What should you do first?
A. Automatically enroll them in Braille billing
B. Tell them to zoom in on their device
C. Refer them to technical support
D. Ask which accessible format would work best for them
D. Ask which accessible format would work best for them
A customer believes their bill should already be available. However, the invoice generation date is still several days away. What is the best response?
A. Explain the billing cycle and advise when the invoice is expected
B. Raise a complaint
C. Create a manual invoice
D. Apply a billing adjustment
A. Explain the billing cycle and advise when the invoice is expected
Which singer is known for the songs "Shake It Off" and "Cruel Summer"?
Taylor Swift