Scenario
For Wireless Billing Statements, all new accounts are set up as?
Advance Billing
How much is our SOA limit?
$250
What is the CCKM article provides procedures for reporting potential improper access, use, acquisition, or disclosure of customer information, including CPNI, SPI and PII.
#93231
Report a suspected privacy breach
How much is a Sim Replacement?
$5
True or False: In Telegence, you need to click Queries > Equipment History if you want to check the customers device history?
True
What does PCF mean and how much is it?
Payment Convenience Fee & $5
What is the CCKM Article title that provides assistance with equipment upgrades?
Equipment Upgrades and Accessory Order
Customers may be charged a non-return fee of up to $_____ for not returning their damaged or malfunctioning device after successfully filing a claim on it.
850
Jane wants to have the latest iPhone 13 Pro Max - Sierra Blue (1TB) - 36mo installment w/ AT&T Unlimited Elite, she currently have 2 existing phone line under AT&T Unlimited Extra. Using Quick Quote Tool, how much will be her MRC if she enrolls in Autopay/Paperless Billing before taxes and fees?
Use quick quote in MST.
$204.45/mo
OPUS makes it clear when the customer passes all needed to be checked to be eligible for AT&T Right to You! What are those?
Zipcode, Availability and Expert Availability
What is the CCKM article number that incorporates all necessary TS&R info for agents and managers?
AT&T Protect Advantage for 4 cost $40/mo, how many devices does it cover, up to how many claims per how many months?
4 devices up to 8 claims per 12 consecutive month
True or False: In order for a customer to take advantage of the Premium Trade In Offer for iPhone 13 Pro/Pro Max, No need to settle the full amount
False - they need to settle the full remaining amount of their current device.
What are the options for the customer to make payments on their end?
AT&T Retail Store, IVR, MyAT&T App & Mail
What is the article name and number that can assist you with all things Android, including a Google Services Reference Guide cheat sheet, support articles, and helpful external resources.
Android Hub - #297724
When scheduling a payment, the system only presents all date options.
False - only eligible date available
If the customer wish to take advantage of their Next Up Device Upgrade, at least how much of their installment plan should be settled?
50%
Customer contacting because she can’t send a picture message (MMS) from their phone, what should be the correct order for the level of needs?
Need Level: Device & Services Help and Troubleshooting
Need Level: Services Help and Troubleshooting
Need Level: Cannot Send or Receive MMS (TG)
How much will be the customers MRC per line if they are on Reduced Rate Suspend?
$10