Show:
Systems
Billing
Matching
Troubleshooting
Customer Experiance/Metrics
100
What can cause the PCN tab to be disabled (grayed out) in Clarify?
What is Some Needs/Resolutions selected do not require a PCN, Some cases do not require a PCN, Commitments, and Transfer calls.
100
Which of the following transactions can cause prorated charges on a bill?
What is Service Activation, Bill Cycle Change, and Adding a Feature.
100
Match each system or tool with its function A. Allows you to verify network provisioning B. Allows you to check account and feature status C. Allows you to verify network coverage D. Allows you to verify network outages E.N.D. Snooper Billing System GEOLink
What is [D] E.N.D. [A] Snooper [B] Billing System [C] GEOLink
100
What tasks can you complete in Snooper when troubleshooting voicemail?
What is Check for SMS Restrictions on the customer's account, Verify settings that affect the Message Waiting Indicator. and Verify the voicemail deposit and retrieval numbers.
100
When troubleshooting a customer's issue, how can you ensure First Call Resolution?
What is Asking probing questions to uncover hidden customer needs and Using power words to boost the customer's confidence that the issue is resolved and Advising the customer of applicable self-service options
200
What system do you use to view and navigate a customer's bill?
What is Telegence.
200
When completing a rate plan change, what customer expectations should be set?
What is The effective date of the rate plan change, Impact to Rollover Minutes, if applicable, and Prorated Charges, if applicable.
200
Match the customer online resource to the information it provides. att.com/global att.com/travelguide att.com/myatt Device Tutorials OPTIONS: A. Provides device compatibility information and International voice and data rates. B. Provides the customer with account maintenance options. C. Provides step-by-step instructions for navigating a wireless D. Provides links to general International Long Distance and Roaming information, feature packages, and travel tips.
What is [D] att.com/global [A] att.com/travelguide [B] att.com/myatt [C] Device Tutorials
200
What are some questions you can use to gather information during a troubleshooting voice call?
What is Where does this issue occur?, When did this issue begin?, and How often does the issue happen?
200
What actions can you take during a troubleshooting call to positively impact Handled in a Timely Manner metric (HTM)?
What is Ask direct and closed questions to identify the issue to resolve, Speak clearly and at a steady pace, and Efficiently use the Technical Guide.
300
In what system are refunds placed for Mobile purchases?
What is CCC Tool.
300
How many months after activation or discounted upgrade will a customer be eligible for another regular discounted upgrade?
What is 20 months
300
Match the feature to its billing method Voice Data Text/Picture A. Per kilobyte B. Per message C. Per minute
What is [C] Voice [A] Data [B] Text/Picture
300
What tools can you use to assist customers with device questions during a call?
What is Device Tutorials and My CSP
300
How can you ensure that you show respect to a customer when handling a cancel request?
What is Communicate your desire to own the customer’s issue for AT&T, Speak with confidence and sincerity, and Acknowledge any customer frustrations and work to diffuse.
400
Which system do you use to check for SMS restrictions on a customer's account?
What is Snooper
400
Which of the following data plans are available to a customer upgrading to a 4G device?
What is DataPlus and DataPro.
400
Match each type of data device or component to its definition. SIM Card Quick Messaging Smartphone Tablet Basic Handsets OPTIONS: A. phones with increased messaging and data capability but without the higher level functions of a smartphone. B. Simple, easy to use phones used mainly for voice calls and some text messaging. C. a card that holds all of the data from your phone, contacts and functions as the brain of the device. D. All-in-one phones for accessing the Internet, e-mail, staying connected, and entertainment on-the-go. E. a portable multimedia computing device that provides access to the internet virtually anywhere.
What is [C] SIM Card [A] Quick Messaging [D] Smartphone [E] Tablet [B] Basic Handsets
400
How can the Clarify Device Care Tool be used when troubleshooting a customer's equipment?
What is Look up and send device service settings and complete device firmware upgrades
400
How can you demonstrate respect when resolving a customer's issue?
What is Being polite by using please and thank you, Conveying ownership of the situation and Acknowledging the customer’s concerns.
500
Where in Snooper can you find Microcell Approved User information when troubleshooting a customer's issue?
What is Elements: MicroCell > RDU/AP> Approved User List Management
500
When performing a rerate of a customer's bill, what type of adjustment are you performing?
What is Charge Level Adjustments
500
Match the information log to its best definition Payment Issues Log (PayLog) Billing Issues Log (BILog) Device Issues Log (DILog) OPTIONS: A. a brief summary of all known equipment problems and issues. B. a listing of known issues that may affect a customer’s payment. C. a listing of all current Billing and Unable to Complete Transaction/Billing System Issues.
What is [B] Payment Issues Log (PayLog) [C] Billing Issues Log (BILog) [A] Device Issues Log (DILog)
500
Why should you verify the customer's account APN when troubleshooting data connectivity issues?
What is It defines how a customer's device connects to a destination network
500
What are some Smart, Friendly, Fast techniques to ensure a very satisfied customer?
What is Assure, Empathize and Reassure throughout the call, Identify the issue and determine the appropriate solution, Explain silences and use hold times appropriately, and Have call control and use tools and systems efficiently.