Offboarding
What is the SOC that reroutes customer calls to FirstNet Customer Service, and why is this SOC put in place?
FNHOT: This soc is applied when customers sign up for FirstNet service as a FirstNet Self-Verified Subscriber Paid User without verifying their eligibility.
Customer called in to see why their bill is high. While reviewing the bill, you notice she only has 2 lines on the account but has the multi-insurance. How can reduce the customer bill and still keep her insurance benefit.
Offer to remove Multi - Insurance and add the single line insurance.
Maritime CS on a bill means?
Cruise Ship Detail
In order to update an email / billing address on a customer's account what do we need to obtain from the customer.
One Time Pin
What is the difference between FirstNet subscriber paid and FirstNet Agency?
Agency: Company pays for their services.
Subscriber Paid: Customers pay for their own services.
KM Article: FirstNet hub | Knowledge Management | Salesforce
Tabitha is a FirstNet subscriber paid customer who needs to migrate back to AT&T because she is no longer eligible for FirstNet. While attempting to switch her back, you notice that her account does not have the "Switch Back to AT&T" tab available. What application is the best course of action to assist with offboarding?
Telegence
Taylor received her first bill after upgrading and opted into a trade-in promotion, but she doesn’t see the credits applied yet. How long does it typically take for AT&T trade-in credits to appear on the account?
1 to 3 billing cycles.
KM Article: Premium device trade-in offer | Knowledge Management | Salesforce
Joshua called to have the IDP added. After asking probing questions, you identified that he will be traveling on October 30th, and today is October 14th. Which date should you select for the IDP to be effective?
October 14th
Susie has six lines on her account and has just canceled two watch lines. She is now interested in adding a new phone line. Which application can be used to provide her with an estimate for her next month’s bill?"
MST
If the customer has not yet been enrolled in the promotion at the time of the account change( Imei change, number change), will they receive their promotional credits?
No, Promotional credits will not be applied.
KM Article: Premium device trade-in offer | Knowledge Management | Salesforce
Your assisting Angelica with migrating her account over to FirstNet and Family and she finally is on the "congratulations you are FirstNet and Family " but when going to OPUS it doesn't show FirstNet and Family. What ticket would you create for this customer to assist with migrating them over?
Jessica calls in because her first month bill is higher than expected what charges are likely to be seen on her bill? (3 Answer)
Activation
Prorations - Feature
Prorations - Rate Plan
FILL IN THE BLANK: FirstNet offers customer travelling on cruise ships our cruise day pass feature which is a daily fee of ____ for each 24 hour period and includes unlimited ____, ______ and data with data speeds possibly reducing to ___ after maximum of 500MB per day.
$20 - 24- unlimited talk, text- 512 Kbps
MST Brochure IDP
Betty is upset after receiving a non-return device charge on her bill, even though she claims to have shipped the device back. She doesn’t have the tracking number but does have the IMEI. Which applications can be used to locate the return?
AIR and Order Track
If a customer is billed the remaining installment amount for a next up trade in for returning after the due date. What is another option we can offer the customer?
We can offer the AT&T Buyback program where a customer can go on att.com/buyback and receive an AT&T promotion card for the trade in value of the phone which can be used to pay off the AT&T remaining balance depending on customer TiV
The Legacy Responder Unlimited Plans & Legacy Responder Appreciation Offer are available for ____ _____ ______ customers who are transitioning from FirstNet to AT&T due to their inability to complete the reverification process or if they are part of the FirstNet Self Verified Subscriber Paid Initial Verification Save Offer campaign.
FirstNet Subscriber Paid
KM Article: Legacy Responder Unlimited Plans and Legacy Responder Appreciation Offer | Knowledge Management | Salesforce
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Sabrina wanted to know why she did not receive her AP/PL bill credit for her 2 lines on the account. You review her bill and see that she is set up on AP/PL and is getting a discount of $5 per line. Why is she not getting the full $10 AP/PL discount?
She is enrolled in autopay with debit/credit, not checking's/bank account which would give her the $10 discount for AP/PL.
Jeremiah is going to be travelling to Comoros and wanted to know if he will have coverage while out abroad. Is Comoros covered under IDP?
No, Comoros is not covered under AT&T’s International Day Pass (IDP).
MST brochure: International Roaming Packages – Included Destinations
It is listed as a pay-per-use only destination, which means roaming charges will apply at standard international rates rather than the flat daily IDP rate.
Timothy needs help syncing his FirstNet watch to his phone. Which application can be used to assist with NumberSync setup between his devices?
TRIP
Account Holder Bertha is preparing for military deployment what is the best way to proceed with helping Bertha manage her FirstNet account while out on deployment?
A case can be created: Create a Military Cancellation Clarify case.
Or have her email: ATTMilitarySupportTeam@amcustomercare.att-mail
Military Cancellation - BCS | Knowledge Management | Salesforce
FILL IN THE BLANK: FirstNet is suppose to verify their eligibility within 30 days. After ___ days their lines will be hot lined to FirstNet representative. After __ additional days and verification/reverification still not completed, lines will be subject to be offboarded. After ___ additional days and verification/reverification was still not completed the customer will now need to be offboarded to AT&T.
30 - 2 - 5
KM Article: FirstNet Subscriber Paid Offboarding and Verification/Reverification: Process, audits, tools, & troubleshooting | Knowledge Management | Salesforce
Martha is calling because her monthly bill this month has a $400 non return fee. Martha states she had already shipped the device back within BRE period and we can see the device being shipped back to us soon. Should we credit the $400 non return fee?
No, Thank the customer for sending back the device. Once the device is received at our distribution center, they will receive a confirmation email, and the credit will be applied to the account.
From the time received, allow 1-2 billing cycles for credit to appear on bill.
KM Article: Charging a Non-Return Fee for Non-Returned Device Protection Devices - BCS | Knowledge Management | Salesforce
Susana will be travelling abroad to Japan and was looking to unlock her device and get an international sim. You see on the account her device has already been paid off but when going on TORCH to unlock you run into this error "0804 : Customer is not eligible " . What could be this error ?
Verify CTN in Telegence (or OPUS) is less than 60 days old/device is ineligible for unlock
KM Article:Device unlock eligibility & exceptions | Knowledge Management | Salesforce
Judy needs to migrate her account to FirstNet and Family but doesn’t remember her login information. Her profile cannot be found in ICAM using her billing email address. Which application can be used to locate any FirstNet profiles that may have been created?
SheerID
Amanda is calling in because she wants to change her bill due date to the 15th. How will changing the bill cycle due date impact the next three bills?