CYK FINAL

The world’s collection of interconnected, voice-oriented public telephone networks, both commercial and government-owned.

This definition defines:

• POTS

• GNAC

• CPE

• DSLAM

An operating system or (OS): (check all that apply)

• Share files or folders on the network.

• Determines the applications used on a computer.

• Connects customer’s computers to the network.

• Are required to connect a device to the Internet.

The scope of support is the same for Windows and Macintosh and includes: (check all that apply)

• Connecting customer’s computers to the network using AT&T-provided CPE.

• Configuring back-up service.

• Determining the applications used on a computer.

• Adjusting email and customer browser settings.

• Sharing files or folders on the network.

Manual Interactions must be created when the original interaction is incorrect. Interactions are created manually when: (check all that apply)

• You choose the wrong account on a Multi-Hit call.

• The interaction is an e-mail or e-Chat.

• There is a need for additional notes.

Per myCSP articleHow to Escalate to the Escalation Team Contact Matrix *178973, what should you do before escalate a customer to the Escalation Team? (check all that apply)

• Guarantee that the customer has Residential DSL or Dial service

• Confirm that their registration status is complete.

• Ensure the customer is able to surf.

• Provide the customer with the telephone number to the Escalation team

In order for you to be familiar with the customer experience, you will log on to ______________ and search for the Support tools section. Here the customer can access tools like Myatt.

• AT&T portal, att.net

• AT&T Expert Assistance-Enhanced portal.

• AT&T ConnecTech portal.

• The Support portal.

It's a scheduling tool you will use when you are unable to schedule an appointment in either WFT or Siebel.

• SOEG

• Aelera

• CSR Admin Tool

• Universal Sync Tool

Every time you have contact with a customer, you use Siebel to ________, __________, and ________. (check all that apply)

• Search for a customer.

• View customer history.

• Create a ticket.

• Review their current bill.

It is mandatory that you use _______ as you troubleshoot the call. This provides consistency and gives you the information you need to successfully assist the c customer until you reach resolution for all of the customer’s issues.

• Siebel

• CRM

• Opus

• WFT

The best and only method to use to resolve customer issues quickly. This definition defines _______:

• Issues

• Case History.

• Notes

• Problem Codes.