ISM Knowledge check#1

Jasmine II contacts AT&T to change her DIRECTV programming. During the conversation, you used Unified Shopping Cart (USC) in Rio to provide pricing on a new programming package and premium channels. What other tasks can be complete in Unified Shopping Cart (USC)? (Select all that apply)

• Upgrade or swap receivers

• Click the RED X

• Change internet speeds

• Add a wireless line

Angel contacts AT&T on behalf of his father to discuss a recent DIRECTV bill. He doesn't know if he's an authorized user but since he has Power of Attorney, he should be authorized. Which tab in Rio can you check if the person requesting assistance is an authorized user?

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• Account tab- security profile

• Rio dashboard

• I can't get logged in!

• Account tab-customer name

 Which of the following includes all of the mandatory words/phrases that are required when requesting a Can Be Reached (CBR) number? Select the best answer.

• Is [Number] a good contact number so we can reach you with information about your AT&T services?
• Let me get your digits?
•  May I have a contact number so that we may reach you by phone or text with information about your AT&T services?
•  What is a good contact number so we can reach you by phone or text about your AT&T services?

You have just ended a contact with a customer and are about to begin another contact but Rio will not let you search for another customer's account. What must be completed in Rio before another contact is initiated?

• Log your time in MyTime Tool
• Call Log or Service Request comment is logged
• Password is verified.
•  Account Status is verified.

David contacts AT&T regarding DIRECTV service. She thinks there is a password on the account but can't remember if that's on her AT&T Wireless or DIRECTV account. Which myCSP article is your starting point for assisting this customer?

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• Rio Hub

• Authentication

• Contact Handling Matrix

• Popeye's 3 piece meal

Before you can add devices, device plans and rate plans for a new wireless account, you must first read the credit disclosure, enter the account holder's personal information and:

• Credit preferences
• Security preferences
• Customer new TN
• Favorite childhood hero

When unifying a DIRECTV and AT&T Wireless account, what will you do on the Unified Create Account screen? (select all that apply)

• Enter appropriate Security Information &  Review Contact Information and Disclosure.
• Select accounts to unify
• Select skip bundles
• This isn't a fair question

Who is the greatest instructor of all times?

• Martin Lopez
• Albert Einstein
• Socrates
• Bruce Lee

 When adding a line to a customer's AT&T wireless account, what must the customer validate?

• One time PIN.
•  DIRECTV account password.
• Current wireless plan.
• Type of phone(s) currently using

Alexis has had multiple questions about her AT&T Wireless service and DIRECTV programming. She would like to upgrade her current iPhone 6, add HBO and Cinemax to her service, and combine her AT&T Wireless and DIRECTV service. Which tasks can be completed using OPUS?

• Upgrade Device and add HBO/Cinemax

• Upgrade Device and unify AT&T Wireless and DIRECTV service

• Add HBO/Cinemax and unify AT&T Wireless and DIRECTV service.

• All of the above