FFH Quiz #3

To update existing components such as Theme Packs or Calling Features, you will create this type of order in CSR Desktop

• Update

• Customize

• Renegotiate

• Renew

Discounts can be added on which section of a Change order in CSR Desktop?

• Select

• Customize

• Equipment

• Review

When changing a customer's telephone number in CSR Desktop, agents must:

• Manually choose and assign the new phone number from an available pool of TELUS numbers

• Import a telephone number from BOSR before adding it to the order

• Wait until the order has completed before providing the new auto-assigned number to the customer

A Change Services order in CSR Desktop can be used to

• Configure existing products such as updating theme packs or calling features

• Update multiple products at the same time in CSR Desktop

• Update the service entirely such as changing the Internet plan, TV combo or Home Phone package

• All of the above

A local winback is defined as:

• A customer requesting local service with a new telephone number

• A customer requesting to transfer/port their telephone number to TELUS from another provider

• A customer upgrading their Optik TV from version 2.0 to 3.0

• A customer moving their existing service to a new address

Which of the following services can we NOT cancel with a competitor during a Simple Switch?

• Internet

• TV

• Home Phone (not a winback telephone number)

• Bell Mobility

What condition that must be met when completing a local winback?

• The account and services must remain active with the other provider

• The customer must call the other provider to cancel their services before their installation appointment

• The customer must be moving to a new address for a Winback to be completed

• The customer must also subscribe to TELUS Mobility

True or False: CxSS agents should cancel services for customers who move outside of TELUS' service area (example: Calgary to Japan)

• TRUE

• FALSE

True or False: TELUS requires a death certificate to close an account for a deceased customer

• TRUE

• FALSE

Which piece of equipment might we ask a customer to return when they are ceasing their service?

• ONT

• Battery Backup (UPS)

• Optik TV PVR