ISM 5

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

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.

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.

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.

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.

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

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)

Mrs. Snar's first combined bill was much higher than she expected. What could be contributing to the higher than expected bill? (select all that apply):

• Partial month charges occur if services are added or removed during a billing cycle, prior to the bill date.

• Some charges, including actual usage charges, are billed at the time they are used (in arrears).

• One-time or non-recurring charges may appear for installation charges, if applicable, or for equipment purchased.

• Transfer of Bill Responsibility (TOBR) fees. Assuming the financial responsibility from the original account owner

How would you describe a Prorated Charge/Partial Month of Service? (select all that apply)

• Prorated charges and credits are calculated using the daily rate of the plan or feature.

• New accounts/lines of service are billed in advance and charged proration plus one month

• Plan changes/Feature adds. ◦Only charged for whatever portion of the regular monthly plan or feature they use.

• If customer is billed in advance, they will receive a credit and have a partial charge for a mid-cycle change.

A Transfer of Billing Responsibility (ToBR) requires two steps. (select all that apply)

• The receiving account holder (RAH) accepts responsibility for the CTN(s) being moved.

• The receiving account holder (RAH) must purchase mobile insurance to complete this transaction.

• The receiving account holder (RAH) accepts the transfer of the Accessory Installment Plan (AIP).

• The original account holder (OAH) must provide authorization for the change.