Grand Central Account Check Review

A customer asks what exactly the map with all the dots shows.

What do you say?

• "The map shows our 5G/4G LTE network coverage."

• "The map shows our 5G network coverage."

• "The map shows the location of all our T-Mobile customers."

• "The map shows all our T-Mobile cell towers and switches. "

What is the name of the page that provides you with a quick view of the main Root Cause categories in Grand Central?

• Summary

• The Fix

• Complaints

What Root Cause category does a customer complaining about freezing, crashing, or impaired functionality likely fall into?

• Device

• Network

• Account

One of the best ways to gather information is to ask probing questions.

As every interaction is different, how can you know when you are finished asking the customer probing questions?

• When you confidently understand the root cause

• When you reach the end of the troubleshooting flow

• When you've asked all the questions listed in The FIX

• When the customer agrees that the issue is resolved

Which problem indicates a possible data issue?

• Videos won't stream.

• Google Maps won't work.

• Phone has only one bar.

• The screen keeps freezing.

Which features are included in the default voicemail experience?

• Visual Voicemail

• Enhanced Voicemail

• T-Mobile Scam Shield Premium feature

What kind of issue does a customer mostly likely have if they say that all Apps work fine but Google Maps keeps freezing?

• Application

• Network

• Operating system

What Root Cause category do customers in a small geographic area complaining about reduced or lost cell coverage likely fall into?

• Network

• Device

• Account

You are resolving an issue for a customer.

How can you minimize the number of steps needed?

• By ruling out root causes

• By following this order in investigating root causes:

  Network

  Account

  Device

• By asking as many probing questions as are needed

• By asking probing questions before you access The Fix

A customer says, "I can't get my mobile hotspot to work."

What is the first thing to check?

• If they have a dedicated hotspot device or are using their phone

• Their account type

• If they're using 4G or 4G LTE

• If they have Magenta Voice