Stan contacts you to ask for your help.

"Can you help me change my mobile number? This is the fourth number change I have needed this month."

Which of these is the appropriate response to Stan?

• "Oh no! I'm so glad you contacted us today so we can resolve this for you once and for all. Can you tell me more about the problem you are having?"

• "What a pain! We can issue only two number changes in each calendar month. I'm so sorry."

• "Of course. There is a $15 fee for this number change. Would you like to use the Visa card you have on file?"

• "I'm glad to make that change for you."

Account Type Individual Regular

BRP Alexander Baldwin

Authorized User Monica Baldwin

PIN/Passcode 989765

Last 4 of SSN 0123

Monica Baldwin contacts you with a question about a bill. You see that Monica is not calling from a mobile phone. When you review, there is a special instruction stating that a system generated PIN code was assigned to the account.

How should you respond in this situation?

• Advise the customer to have the BRP set up a PIN or a Passcode.

• Send a one-time PIN to the customer and verify the last four of the SSN to gain temporary access to the account.

• Tell the customer to consider setting up a Passcode that includes the last four digits of the Social Security number on the account.

• Request that the customer create a PIN for the account.

Account Type Individual Regular

BRP Alexander Baldwin

Authorized User Monica Baldwin

PIN/Passcode 987654

Last 4 of SSN 0123

Alexander's sister Carmen contacts you with questions about this account.

What kind of information can you offer Carmen?

• You can provide her with general information about equipment, plans, and services found in C2

• You can help her create a PIN/Password for her brother's account.

• You are allowed to release information to Carmen about usage and charges on the account.

• You can help Carmen access the account through My T-Mobile.

A customer contacts T-Mobile for help. They are the Authorized User on their family's account.

When would you send this customer a One Time PIN?

• If they have forgotten the Passcode or PIN

• When they want to create a Passcode or PIN

• When they want to change a Passcode or PIN

This account information will help you answer the question.

Authorized user Amber Chen

Account Type Business

PIN/Passcode 773543

Last 4 of Tax ID 2884

Amber Chen contacts you with some questions.

"Can you provide me the PIN or Passcode please?" you ask.

"Hmm. I think it's 4882," Amber responds. After a couple of attempts, you determine Amber does not know the Pin/Passcode.

What should you do in this situation?

• Send a One Time PIN to Amber.

• Tell Amber to have the BRP contact T-Mobile.

• Advise Amber to get the correct Tax ID number from the BRP.

• Transfer Amber to Business Care.

You are working with postpaid accounts. You notice that some of these accounts do not have Social Security numbers associated with them.

What is the best way to verify these accounts in ATLAS?

• Use One-Time PIN (OTP) procedures or biometric verification.

• Use One-Time PIN (OTP) procedures and enter 0000 as the last four digits of the Social Security number.

• Enter 0000 as the he last four digits of the Social Security number. There is no need to use OTP.

A customer states, "I'd like to make some changes to my plan." They provide enough information for you to fully verify the account. You are working with the BRP.

They ask you several questions about information in the account.

Which of this information is it okay for you to tell Tyrell?

• You can disclose the last four digits of the bank account and credit card accounts.

• You can disclose the Passcode and PIN.

• You can reveal the Social Security number associated with this account.

• You can provide details about calls and texts, including what numbers have been called and when.

You are working with suspended, ladexed, and canceled accounts.

What is the correct way to send a One Time PIN (OTP) to these types of accounts?

• You can use either a paperless billing email address or a T‑Mobile ID.

• You can go through SMS to any eligible line on the account.

• You cannot send an OTP because these accounts are not set up to receive them.

• You can go through SMS to whatever line the customer is using to contact T-Mobile.

You have successfully created a Token, and you want to use it to access the account in other systems.

How can you do this?

• Paste the Token into the Search box of the system you want to use.

• Open the other system after waiting 2 to 3 minutes.

• Just double-click on the Token.

• Go to the dropdown menu and select the system you want to use.

After creating a token for an account, you sent a OTP for additional verification.

Which step should you take if you want to see the account in a second system?

• Create a new token instead of reusing the one you just made.

• Go through the verification process a second time.

• Open the second system and paste the token into it.

• Exit the second system, open it again, and then log into it again.