Systems/Tools
Which system can you send brochures and research updated promotions?
MST
During an emergency situation, who is the only role that make an Uplift Request?
The Uplift Manager
Who Can Use Premier?
Billing Account Number Administrators (BAN Admin)
Nationally Contracted and Government (CRU)
Small Business Non-Contracted (SBNC)
Clarify displays the ___ upon saving and escalate the case?
Expected resolution date
Up to what amount can the Customer get for using "The switcher contract payoff offer"?
$800
Which system/tool provides a diagnostic assesment involving a customer assistance menu and smart search?
TRIP
FirstNet Subscriber Paid requesting cancellation of services get what offer and for what devices?
$200 FirstNet Retention offer for smartphones and hotspot devices.
What is the difference that sets the Business International Day Pass apart from the Consumer or FirstNet version?
They are offered a free 7-day International Day Pass under AT&T Business Unlimited Premium.
Where do you check the status of an OPUS trouble ticket?
USH (Universal Self Help) Tool.
How many installments does a customer have to make in order for them to upgrade with Next Up Anytime?
* For 100 bonus points how many months has to be paid in order for them to upgrade with promotions to apply to the line?
One installment has to be made to upgrade with next up
*Bonus: 12 months
Which service tool acts like an umbrella over multiple applications?
AssistEdge
What are the three reasons why a FirstNet profile would need to be deleted?
1. Change of role.
2. Change of name.
3. Profile expired
What is the Premier Passport's main draw (including price)?
$110 for an entire month, instead of $12 each day (Up to $360 for 30 days)
Unlimited Minutes + Texts
22GB (No data overages. After 22GB, Data speed slows to max of 256Kbps)
Name at least three (3) examples of instances an 'Unable to Complete Transaction' case may be required.
Adding/Removing Feature, Address Change, Change/Upgrade Equipment, Change Mobile Number, Change Price Plan, Status Change
Others: Rollover, Split Account/Move BAN to BAN, Update Billing Parameters, Other Billing System Errors
What is the maximum value per claim with protect advantage?
$3,500
Which system benefits by 'faster process time' and fewer errors, being able to cancel/restore service, caller id change, and updating device, etc?
CareNow
If the customer has moved to a job role/function that is still eligible for FirstNet, they will have the opportunity to update their job role/function during what process?
Online reverification flow
What is AT&T Turbo for Business?
A feature that helps provide an enhance mobile data experience, even during times of network congestion. This helps achieve a superior level of service over Best Effort, allowing for smooth and efficient operations.
What tools are used in the event that a customer's equipment installment should have been an upgrade vs. add a line? What does each tool do?
Service Promise Feedback Tool; meant to improve the customer experience and better-quality control
BCS IP Rebuild; actually, rebuilds IPs for customers who had an unintended line added and need the IP rebuilt on an existing line
What is the time EZ allows the customer to give us the One Time Pin?
5 minutes
Which system can you transfer a Credit Policy Registration Number from one Credit Policy Registration Number to another without having to cancel and start over?
ExpressPay
Which Unlimited Your Way Plan is not eligible for the FirstNet and Family Discount?
Elite 2.0
List at least 2 reasons for creating a PRT Ticket.
AppleCare+
Bill Reprint Credit
Chat Outbound Request
Credit Request
Free Shipping Issues
Escalated Call Back
Ineligible Upgrade Dispute
Order Not Found
Order Not Received / Lost / Stolen
OPUS Error
Submit Fulfillment Ticket
Supervisor Requested by Caller
Suspected Fraud
What are 2 scenarios where we would create a case to add protect advantage to a line on an account?
1. Seller forgot to add the device protection plan to customer's account, but the customer has proof it was requested (i.e. store receipt or Customer Service Summary).
2. During a shared upgrade, device protection was not moved to the line with the new device as customer had requested.
3. Device and device protection features were placed in a Parked status, but the parked information was deleted.
4.Any system error causing the device protection feature to not be added or be removed.
Which tool can I use to send a link to any number on the account for cx to complete TOBR?
Snapshot (AT&T Quick Links tab)