You would notate this in Soluto Connect when the customer has installed and registered our digital product
What is #Appy?
100
The 3 main tabs we will use in Telegence
What is Agreement, Features, and Profile?
100
Name the 3 types of AT&T Mobile Insurance programs
What is Mobile Insurance, Mobile Protection Pack and Multi-Device Protection Pack?
100
Mobile Insurance customers are not able to download the AT&T Protect Plus App for free
What is False? They can download the app for free but they will have limited access
100
Name all points in the 5 point hold procedure
What is Ask Permission, Give reason for the hold, Give Time expectation, (Return within specified time) Apologize for the hold, Thank the customer for holding?
Time Expectation brief 1-2 minute hold
200
Name of our AT&T In Box Collateral digital product
What is the AT&T Protect Plus App?
200
This is the location where you can find the link to open Telegence
What is Soluto University under Soluto Links?
200
These customers will not have the option to use Click to call/chat
What are Mobile Insurance Customers?
200
Number of MB a Mobile Insurance customer receives with the free trial version of the AT&T Protect Plus App
What is 250 MB?
200
This is what you would see in the customer panel in SoCo if the customer has already provided passcode/last four of ssn
What is validated in IVR?
300
This is notated in Soluto Connect when the customer already has our app downloaded and registered or when the customer doesn't want to accept the app downlaod
What is #Appydeclined?
300
This is the tab you will use to change SIM/IMEI Number
What is the Profile Tab?
300
This type of customer can file six claims in a 12 month period
What are MDPP customers?
300
If the customer has MDPP, we always upsell to the next program
What is false? what is mdpp is already the highest?
300
The customer's SIM is also referred to as this. The SIM Card is this many digits.
What is the iccid? What is 20 digits?
400
iOS customers can locate their device with the AT&T Protect Plus App
What is False? What is "find my iphone"?
400
When changing an IMEI you must choose this Reason code
What is IC for Insurance Claims?
400
True/False: These customers can enroll into this insurance program after using their 2 claims
What are Mobile Insurance(MI) and Mobile Protection Pack (MPP)?
400
If the customer is unable to verify the passcode/last four ssn, we would transfer the customer
What is false? What is we would have the customer call 611 or the toll free number on their own?
400
For the dealer code in Telegence, you would enter this reason code
What is CCare?
500
These are the operating systems/phones that are not supported
What is blackberry, windows and feature phones?
500
This tab includes features such as our Mobile Protection Pack (MPP) or Multi-Device Protection Pack (MDPP)
What is the Agreement Tab?
500
You would transfer to an insurance claim agent to upsell to MPP or MDPP
What is true?
500
You would sell this feature if the customer has lost their device in the house or somewhere near
What is the alarm feature?
500
When restoring a suspended subscriber, this is the reason code