ISM 5

ISM 5

Professional Development

12 Qs

quiz-placeholder

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ISM 5

ISM 5

Assessment

Quiz

Professional Development

Hard

Created by

Mary Geonetta

Used 6+ times

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12 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When modifying existing U-verse TV, AT&T Internet, AT&T Phone Account, and RC1 DIRECTV, what Quick Action link would you select from the Interaction Toolbox?

Change (Update Product Configuration)

Resume from Cancel

Find a payment location

View charge details

2.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Mr. Squires has an AT&T Internet and DIRECTV combined bill. He wants to add his wireless service so he only gets one bill for all 3 services. What does the customer need to know about combining these bills? (select all that apply)

Customers can view the state of their existing Combined Bill request online.

Customers will receive their first Unified Bill within 30 days containing their DIRECTV, AT&T Internet, AT&T Phone, and/or

U-verse TV, and/or wireless services.

Customers should continue to pay their separate statements until they receive their first single bill.

Customers do not receive a final wireless bill. The monthly wireless charges are passed to the first single bill.

3.

MULTIPLE SELECT QUESTION

1 min • 1 pt

What are the benefits of a single combined bill experience? (select all that apply)


Potential promotions and discounts.

Same bill cycle for all products.

One bill format (excluding Telco accounts).

Simplified payment experience.

4.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Mr. Tuttle is contacting AT&T because he needs to push his installation date out by 2 weeks. You amend the single dispatch order for his AT&T Internet and DIRECTV services to be installed 2 weeks from today. Which of the following are true? (select all that apply):

In AT&T CRM/OMS, an order can only be amended if submitted (in Executing or Delivery status) prior to order completion

(not past the Point Of No Return [PONR])

You cannot amend orders left in an In Negotiation status.

Amend order actions require an activity description selection (with the exception of Amend-Cease).

Cancel the order first.

5.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Carla, an ISM unified bill customer, wants to transfer her wireless account billing responsibility to her sister. What are true about her situation? (select all that apply)

We cannot perform a Change of Responsibility/Supersede request on a Unified Bill account. If customer demands situation, we must first separate the billing of the AT&T Internet, Phone, U-verse TV, and wireless products, breaking the Unified bill.

The customer, assuming financial responsibility for the separated account, cannot reestablish a grandfathered Unified

bundle.

The customer must call back after two full bill cycles to request we unify the account. They receive separate bills unless

they call back

Once the account de-unifies, issue an AT&T Change of Billing Responsibility order on the AT&T Internet, AT&T Phone,

U-verse TV and BAN.

6.

MULTIPLE SELECT QUESTION

1 min • 1 pt

When would customers receive a video bill? (select all that apply):

After an account change that results in prorated charges.

After downloading the myAT&T App

On the first and second (Mobility) bills.

After updating the email address on the account

7.

MULTIPLE SELECT QUESTION

1 min • 1 pt

Combined bills generate billing questions because of_______. (select all that apply):

Transfer of balances (switching from single bills to combined bill).

Receipt of bills for two services or more (payment confusion – not sure which bill to pay).

Sticker Shock (First bill will be higher than customer expected).

Questions regarding the Combine Bill one-time fee.

Bill confusion (customer has questions about bill)

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