WEEK 1 Review

PIN/PASSCODE can be changed by the Retail Team.

• TRUE

• FALSE

Answer explanation

C2: Customer PIN/Passcode support

path: Accounts>> Account Management

"Retail Team can only add a PIN/Passcode at activation."

What C2 document can help you identify the information you can and cannot disclose to the customer?

• Billing Responsible Party and Authorized Users

• CPNI & PII information

• Customer onboarding

• Account verification: Care

Which among the following statements are not true about One Time Pins.

• If you send an OTP to 123-456-7891 and the customer calls to validate, you must select the 123-456-7891 line or the OTP won't validate.

• OTPs are systemically skipped when ATLAS confirms the customer is calling from their T-Mobile device.

• An OTP is valid for 10 minutes after it has been sent.

• OTPs usually arrive within minutes when sent by SMS.

Answer explanation

path: Account>> Verification>> ONE TIME PINs >> Review OTP Guidelines

"OTPs usually arrive within seconds when sent by SMS."

When should follow-ups be set?

• When another department needs to be engaged for resolution

• When confirming that a transaction has finalized

• When additional research is required to resolve missing credits, billing problems, or device returns

• When completing a sale such as an upgrade

Answer explanation

path: Accounts>> Call Handling>> Customer commitments & follow ups

It is a landline or mobile number used to contact customers in addition to their

T-mobile number.

• Can Be Reached Number

• Primary Account Holder Number

• Customer Billing Responsible Number

Device Protection features are removed if a line is suspended for 30 days or longer.

• TRUE

• FALSE

Answer explanation

path: Accounts>> Account Changes>> Suspend or Restore Accounts

"Device Protection impacts:

Device Protection features are removed if a line is suspended for 30 days or longer. The feature cannot be re-added if the line is resumed."

What C2 Document should you check if the account is under involuntary suspension?

An authorized user can do a mobile number change.

• TRUE

• FALSE

How much is the processing fee for Mobile Number Change?

• $10

• $15

• $20

If the customer have 4 lines and was charged with restoral fee, how much is the expected total charge for restoring all her lines?

• $40

• $60

• $80

• $0