Show:
TOPS 1
TOPS 2
TOPS 3
TOPS 4
TOPS 5
100
Name the place where you go to understand new TOPS Language.
Cell Site - SOP - Learn the Lingo OR OLR - Tools and Links - Glossaries - General Cellular Terms (TOPS)
100
Name our new billing system. (What does it stand for?!)
TOPS (Telecommunication Operations System)
100
Name the site that houses all the TOPS information.
SOP (Strategic Operational Program)
100
What does CIM stand for.
Customer Interaction Manager
100
What is the BMC.
Business Mission Control
200
Name the Tab where you can add or remove contacts.
Billing Contacts
200
Name the 4 roles that can be assigned to a contact.
Authorized, POA, Business Owner and, Accounts Payable
200
Name the screen that populates when you enter the preferred method to search for a customer.
Interaction Home Page
200
Where will you find Quick Actions and Go to Reasons.
Interaction Toolbox
200
What is the new terminology in place of what we now call Price Plans.
Offers!!!
300
When searching for a customers account by their name, what is the minimum amount of characters needed to search.
2 letters for the first name as well as 2 letters for the last name
300
Which department uses A/R Online.
Financial Services
300
When working on a customers account, what are the 3 options you can chose from when you are finished making changes.
Save Interaction and 1. Keep Working, 2. End and New, 3. End
300
With the launch to TOPS, can an Authorized Contact bill in-store repairs to an account.
Yes!!!
300
What is the name of the training class we are in
Cherry Coke
400
Name the step-by-step tool you use to process changes, updates and, completing tasks.
How-To Guides/Job-Aids - A-Z Procedure Index
400
True or False: If a customer authenticates themselves through the IVR, we still need to authenticate them manually in TOPS. If True, how would you do so?
True ( Go to Reasons - Reasons 1. Authenticate, Reason 2. Manual Authentication, Save and Keep Working )
400
True or False: All users are eligible to update a customers credit class
False!!!
400
Explain the difference between a Case and an AI. And what is the purpose of creating a Folder
Case: something created for someone else to continue working on and complete. AI: (Action Items) something created for yourself as a reminder to follow up with a customer. Folder: something you create to manage your AI's
400
True or False: An Authorized Contact still cannot change a MDN on an account without One Time Permission.
False. Authorized Contact Role and POA Contact Role can both change a MDN on an account with the launch of TOPS
500
How many children does Shanean have
4!!!
500
What is the path for adding Notes to a Case that was created after you have opened it, and how would you view notes after they have been added to a case
Actions – Log – Notes – Enter Note and hit Create. Notes can be viewed after opening a case and selecting the History Tab.
500
When going into the contact page and applying a Tax Exempt status, what needs to be inputted to submit it successfully.
Tax Exempt Code, Certificate Number, Description, Start and End Date.
500
What is the path to creating a case? And where can you view your case after it has been created
Interaction Home Page – Interaction Toolbox – (Double Click) Create Case. The case will be located in My Folders – My Work – Deafult (Folder) or under ‘Work’ on the Interaction Home Page.
500
There are 2 ways to search for caller
Simple Search and Multiple Search