SMARTSS Jeopardy!

What's in a HOW?

100

This how doc states that a customer can't have two lines on a single device.

HOW21175 What are SIMs, and how do they work?

200

"If a customer is adding a new line and the total price of their purchase is higher than their DPP balance, they will be required to make an advance DPP payment: A one-time, upfront payment equal to the difference between their DPP balance and the total purchase price. " can be found in this how doc.

HOW22264 Xfinity Mobile down payments and advance device payment plan (DPP) overview

300

This is the best HOW doc for eSIM activation issues

What is HOW21239: eSIM activation support

 

400

HOW for number Lock?

HOW22307

500

If a customer moves and the eligibility does not move with them we direct them to this document

What is POL20018: Xfinity Mobile credit screening policy

Promo Time!

100

You can search this in Celestial to view current mobile promotions.

Deals18

200

This happens when the customer has ACP codes in CSG

All promos that are core based will not add. 

300

What tools can you check the status a TIPs promos? 

Trade-In Lookup (XiSCO/Assurant portal) and XM360 (The devices tab and Account Overview)

400

What disqualifies a customer from the free unlimited line for a year?

BOGO & BYOD promos

500

What steps do customers need to take to qualify for the device plan payout? (BYOD)

• Purchase a new line of Xfinity Mobile.
• Bring their own a compatible device to Xfinity Mobile.
• Port the number displayed on their bill within 30 days of the order from an accepted carrier.
• Upload their last mobile bill from their old carrier and complete registration at xfinity.com/mobiletimetoswitch within 30 days of activation.
• See HOW22541 for further details

Do you even SR, bro?

100

What TechSpot Ticket Type would you select:

Stuck BPM order where line is active on the network

What is Order Management / Stuck Order / BPM complete 

200

What TechSpot Ticket Type would you select:

EID is missing on the network

What is Line Issues and Management / Other / Update line in DMD 

300

True or False: An eSIM iPh 14 gets a BYO700 error message in the buyflow.  Is this an inventory/update in DMD ticket?

What is False

400

After troubleshooting is complete for network issues, who needs to be contacted before creating a TechSpot?

What is a Verizon chat

500

True or False: A TechSpot ticket can resume a DPP that has been accelerated and cannot be decelerated in CRM

What is False

To Resolve, or Not to Resolve?

100

Network Issue Troubleshooting

Yes, resolve! Send coaching on the correct escalation path during dispositioning.

200

An agent mistyped MDN on a port

Yes, resolve!

300

Line to Line Transfer Requests

Provide guidance on the correct escalation path.

400

NDEL/BYONDEL Replacement

Self service/Retail

500

Assurant or Apple replacement

Yes, resolve!

Network Tool, That's All I Got

100

This is the place you go to find out if the ICCID is pSIM or eSIM

What is the ICCID Information card

200

What is the process for updating an IMEI in the Network Tool?

Have customer unlock phone number, choose "change device" option (or deactivate, then edit when you restore!), click submit, search to make sure the changes are reflecting

300

What changes require the customer to unlock their number?

Deactivation, restoration, MDN/SIM/Device change, MDN swap complications

400

Are we able to add watches in the Network Tool? If so, how?

Yes, pull up the host line and under actions you can click add wearable. 

500

What changes do NOT require the customer to unlock number? 

Feature changes and troubleshoot network alignment issues.