Confirmation of Learning 4

What is a PUK Code?

• PUK Code is a code that is used to unlock the sim card in the device if the customer tries to unlock their device with the incorrect password more than three times.

• PUK Code is a code used to secure the customer's account.

• PUK Code is a code not used by Metro by T-Mobile.

• PUK Code is a code used to lock the customers internet.

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

• By clicking on the IMEI number.

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

• By clicking on the customers account name.

• None of the above.

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.

What should the agent do when the customer's service stops working, even though no provisioning change took place?

• Ask the customer to call back after 2 hours.

• Schedule a appointment with a store technician.

• It is a service issue. Troubleshoot the problem and where indicated, submit a Grand Central ticket.

• None of the above.

For best results, which criteria should agents search by in Grand Central?

• Customer's 8 digit pin number.

• Ticket Number

• Customer's account number.

• None of the above.

What is the resolution timeline for Grand Central Tickets?

• Up to 5 days.

• 24 business hours.

• Up to 3 days.

• Up to 7 days.

Which activity is prohibited without a valid business purpose.

• Reviewing call detail records or payment history.

• Accessing or changing account records in the billing system.

• Accessing voicemail boxes.

• All of the above.

To activate the customer's account, which button should agents select?

• Create account

• Anonymous Pay

• Payment Search.

• Password Reset.

• None of the above.

Which of the following is true regarding Metro by T-Mobile account security?

• 8-Digit PIN or Security Question & Answer are required.

• One-Time PIN is required (unless the account is a single line and the phone is lost, stolen, or broken, you may use Automated Reviewer).

• Customer must provide a valid email address.

• Customer must provide a SSN or Tax Employee Number.

When the customer wants a vanity name to display in Caller ID, what should the agent do?

• Metro by T-Mobile does not offer vanity names.

• Do not add it under the first screen, "Customer Information", instead, update it on the next screen under "Subscriber Information."

• Email a supervisor to request it be added.

• Hang up on the call.