REVIEWER 2021 pt.2

True or False: An 8 digit pin is required to access the customer's MyAccount?

• True.

• False.

Multiple Choice: Which answer applies to Grand Central tickets?

• Submit for service issues.

• Submit for account issues

• Submit for device issues.

• Submit for billing system issues.

True of False: Access to data at 4G/4G LTE/5G speeds depends on the compatibility of the phone or tablet.

• True.

• False.

True or False: Each individual MDN on the account can have it's own MyAccount.

• True.

• False.

True or False: The reason for the credit adjustment must be appropriate for the adjustment reason selected.

• True.

• False.

Multiple Choice: Where can agents find the PUK Code on the customer's account?

• Customer 360 View. The home screen of the customer's account.

• By clicking on the IMEI number.

• By clicking on the customers account name.

• None of the above.

True or False: After searching for the solution to the customer's issue using Metro by T-Mobile tools, agents can also search the internet to solve the customer's problem.

• True .

• False.

True or False: When being Free Spirited, we get to: Express emotion and be excited and celebrate with the customer when we've fixed the problem!

• True.

• False.

True or False: When entering the customer's PIN information, DO NOT suggest that the customer use their date of birth.

• True. (Failure to follow this process will result in removal from the Metro by T-Mobile team.)

• Yes. (Failure to follow this process will result in removal from the Metro by T-Mobile team.)

• False.

• No.

Multiple Choice: When the customer's service stops working after a provisioning change takes place in the billing system, what should the agent do next ?

• Submit an ESP incident.

• Ask the customer to call back in 24 hours.

• Ask the customer to call back in 2 hours.

• None of the above.

• All of the above.