Verification
What are 4 pieces of information a customer must provide you in order to have access into the account?
Ask the caller to provide:
In Mobile Select-Pooled Plans Users deplete their own ____ ____ First and then incur____ _____ at the specified rate
Data Allowances, Overage Charges
MST Brochure : Mobile Select Brochure Pooled Plans
Does business offer a cruise day pass for $20 a day with unlimited talk, text, and Data?
Yes
MST Brochure: AT&T Business Cruise Day Pass Flyer
Where in EZ can we see the ToBR eligibility check?
Quick Actions
What application can we use to check an end user maintenance capabilities?
FAST
KM Article: Caller Access Levels - CRU Mobility | Knowledge Management | Salesforce
If authorized appears as a role name on a CRU (with a FAN) are we able to give them full access into the account?
No,
Authorized appearing as a role name on a CRU (with a FAN), indicates the caller is a retail authorized user and does not give the caller any more authority when they call BCSS.
KM: Select the Appropriate Caller Name & Role in Clarify - BCS | Knowledge Management | Salesforce
Jenny is calling in because she notices 2 out of 4 of her lines rate plans are $25 more. What could be the reason why these rate plans are higher?
For devices on a 2- or 3-Year Commitment, Their lines would be $25 more per month per line.
KM Article:2 and 3 Year Commitments – BCS | Knowledge Management | Salesforce
Pam is calling in because she received a high bill after travelling out to Dominican Republic. She stated she was told her 1st line would be $12 and any additional lines that was used during the trip would be?
$6
KM Article: AT&T International Day Pass® for Business
What are the 3 types of ToBR's?
1. Transfer Of Billing Responsibilities
2. Corporate Enrollment
3. Subscriber Move
Janice is calling in because she wants to add a new Authorized Order Placer onto the account. What application can we use to add authorized users such as Day2Day's (DD's), Telecom Managers (TM's), Authorized Order Placers (AOP's)
SSO Chatbot
KM Article: SSO Chatbot | Knowledge Management | Salesforce
An Authorized Order Placer (AOP) can place orders or make billing account changes. AOP's may not request changes to a FAN profile except to...?
HINT: Use KM
Loretta is calling in because she will be traveling to Italy for 30 days and wants to know what roaming package can we offer her for her time abroad?
A. Business IDP
B. Business Passport
C. Business Cruise Day Pass
D. Pay Per Use
B. Business Passport
MST Brochure:AT&T Business Passport
Samantha wants to ToBR her line from her business account to her personal account you see that both accounts are under her name. What is the correct move to do?
Subscriber Move
Where can we check to see if a customer has a ETF/Cancellation fee?
OPUS--->Toggle Links View---->ETF/Cancellation
What contact roles have full authority on the account?
Authorized Order Placers (AOPs), Day-to-Day managers (DD), Decision Makers (DMs), and telecom managers (TCMs)
KM Article: Caller Access Levels - CRU Mobility | Knowledge Management | Salesforce
Your account has 3 smartphone line on the Advance and is looking to add a 4th smartphone line. You do not want to set up AP/PL. All phones are BYOD. How much will I be paying for all 4 lines? (Do not include taxes/fee)
$200
Each line without AP/PL will be at $50 per line.
BMC Vs FNC: Which departments premium rate plan covers IDP for 7 days up to no cost?
BMC
MST Quick Quote---> Compare Mobility Plans
International Day Pass (IDP) for Business at no cost for up to 7 days per line per bill.
Patrica wants to switch her account from a business account to a consumer account. In order to switch her account to a consumer account we must first...?
Create a new consumer account
Natalie is calling in because she needs the last 3 months of bill reprints. Besides EZ what application can we use to submit bill reprint request?
CareNOW
KM Articles:CareNow - BCS | Knowledge Management | Salesforce
If an account does not have an End User Maintenance Capabilities Table (EUMC), what article can we go to confirm if we can complete the request?
A. Caller Access Levels-CRU Mobility
B. Customer Contact Roles - BCS
Account Verification Process- Retail & Sales and Service Managers-BMC/BME/BMAS Only
KM Article: Caller Access Levels - CRU Mobility | Knowledge Management | Salesforce
Your account has 3 smartphone line on the Advance Plan. You offered the customer the 4th line (No AP/PL). How much is the difference the customer would pay if the 4th smartphone line were added with Ap/PL. (Hint: I'm not looking for the total amount for 4 lines)
$5 Less
3 lines x $55 = $165 (NO AP/PL)
4th lines x $40 (with AP/PL + 4th line added) = $160
Customer called to due to a high bill. You review the bill and see $400 worth of roaming charges. Cust stated he called in 3 days before traveling to make sure IDP was added. Notes supported that he called but it looks the agent added ILD. How would you relate the customer. $400 Roaming for 4 days.
4 x 12 days = $48
$400- $48= $352
*Make sure you get approval from supervisor for any credits.
What article in KM can we refer to for business rules regarding TOBR's?
A. Transfer of Billing Responsibility (ToBR)-AT&T Business Sales
B. Transfer of Billing Responsibility (ToBR) FAQ's- Premier
C. Completing a ToBR - BCS
D. Transfer of Billing Responsibility (ToBR) Error Messages
C. Completing a ToBR - BCS
KM Article :Completing a ToBR - BCS | Knowledge Management | Salesforce
Bertha is having troubles logging onto her premier app to see her billing which application we can use to help her log in?
Premier CSR Tool
KM Article : Premier CSR Tool | Knowledge Management | Salesforce