CYK7 CRM & WFT

WFT provides the following benefits to you and the customer: (check all that apply)

• It allows more efficient testing and trouble isolation, for shorter call efficiency.

• There will be fewer unnecessary dispatches (ND) and escalations (xFER).

• There will be increased first call resolution (FCR).

• There will be a lot of hold time.

WFT should be used on which type of calls.

• All Customers calling in.

• Person calling in on behalf of a customer.

• AT&T agent either by a phone call, e-mail, or chat session.

• All calls except Prospect and Ghost.

What steps will you follow when troubleshooting a customer’s issue using the IVR?” (check all that apply)

• Check CRM for an IVR Interaction or Case

• Use the Callback Verification procedure

• Review IVR Interaction and adjust troubleshooting to not repeat steps the IVR has completed.

• Document and reference IVR results.

• Continue troubleshooting, using the information that the IVR provided.

Letting WFT make the decisions for you so you can determine what the customer’s issue is and resolve the issue more quickly ______________________. (check all that apply)

• Ensures good call efficiency.

• Allows you to focus on providing an exceptional customer experience.

• Ensures First Call Resolution (FCR).

• Ensures customer will be satisfied.

• Allows you to discuss with your peer.

The agent is also required to create a new interaction and a new Case against a generic account for every: (check all that apply)

• Ghost

• Prospect

• Missed call.

• Invalid TN call.

A new Interaction and Case must be created every time an agent interacts with a: (check all that apply)

• Customer calling in for technical support.

• Person calling in on behalf of a customer.

• AT&T agent either by a phone call, e-mail, or chat session.

• Only when troubleshooting.

How is the search for a registered customer different from the search for an unregistered customer?

• Registered customers are found in CRM by searching the 360 Degree View using their BTN or WTN.

• You access the account by using the WTN to search for the order.

• Registered customers are found in WTN by searching the 360 Degree View using their BTN or WTN.

• You access the account by using the BTN to search for the order.

_____ platform is used to access customer accounts and document the customers call. It tracks customer information and technical troubleshooting history for each account.

• CRM

• WFT

• MAC

A ________ in CRM is a record of a problem or issue reported by the customer.

• Interaction

• Case

• Database

Per the myCSP article, authenticate all inbound calls from: (check all that apply)

• Employees

• Any person stating they are from AT&T.

• Vendors

• Any person requesting customer information.

• Cricket employees.