Show:
Customer Service
Care/Tech Support
Tools/Programs
MyCSP
Clarify/Telegence
100
The self-service payment option that is available to all AT&T customers. (i.e. non-smartphone, QMD)
What is *PAY
100
What should the customer know when processing a one part payment arrangement?
What is Late fees will still appear on the bill?
100
A tool used to compare AT&T Next verses AT&T Next every year (or 2-year devices)
What is the AT&T Value Calculator?
100
____ provides customers with an easy to read summary of all lines on the account as well as plan details and features.
What is the Customer Service Summary (CSS)?
100
What is the first thing you select in Clarify to begin troubleshooting with Technical Guide?
What is the Three Level Needs?
200
Name 2 of the three self-service options that a customer has to enroll in AutoPay?
What is myAT&T online, the myAT&T app or IVR?
200
What are three questions that you should ask when gathering information while troubleshooting a voice issue?
What is where does this issue occur, when did this issue begin, how often does this issue happen, How long have you had this issue, is it happening everywhere or in one specific area....etc...
200
A tool that looks at existing usage and compares to suggest the proper Mobile Share Value Plan for your customer.
What is the Mobile Share Comparison Tool?
200
What MyCSP article would you use to educate a customer on sections of the wireless bill?
What is the Wireless Bill Statement and Options - Decision Flow?
200
What SOC would you see in Telegence if the customer has exceeded 22GB of data usage and is experiencing reduced data speeds?
What is NMP4?
300
What self-services options can eligible customers use to set up one-part payment arrangements?
What is myAT&T (app or online) and IVR?
300
What is the Device Care Tool not used for? Quickly access a DHTC link; Receive test emails from a customer's account; View/Send Device Configurations; View Device Advisories (Firmware updates); or Send test SMS messages...
What is Receive test emails from a customer's account?
300
Where in TORCH can you find the MicroCell Approved Users List?
What is Elements: Microcell>RDU/AP>Approved User List Management?
300
What are 2 guidelines that you should consider when a customer is requesting to cancel service or presenting Retention Risk Indicators?
What is Account type and Retention Risk indicated by the customer?
300
How do you determine a customer's upgrade eligibility?
What is check time since last activation or upgrade?
400
Where can the you and the customer go for assistance with the layout and setting up of their Wireless Home Phone?
What is Device Support (DHTC)?
400
This is done when another department or group is needed to help resolve the customer's issue.
What is create a Case
400
A program that allows customers to get a new smartphone every 12 or 18 months without a down payment and pay in monthly installments on their monthly statement.
What is AT&T Next
400
What section of the wireless bill can you find equipment charges, one-time charges, and surcharges?
What is Other Charges and Credits?
400
What three transactions can cause proration?
What is Activation, Feature/Plan Change, and Bill Cycle change?
500
Customer on Nation 450 w/300mb data and PPU MSG. Upgraded to LTE device and has already been exceeding his data, which Voice/data Plans can we offer?
What is Smartphone Personal 3GB or 5GB (DataPro) or MobileShare Value Plan?
500
When is the appropriate time to create a Commitment?
What is to complete Technical Troubleshooting?
500
A Tool that gives you a complete overview of the customer's billing account.
What is the Customer SnapShot Tool?
500
Where can you find pages that include both current device issues and information on software updates for devices?
What is the Device Issue (DI) Log?
500
How do you assist a customer with changing an existing payment arrangement?
What is Check eligibility in Express Pay, if eligible offer self-service?