CX Success Quiz #1

Which one of the options below is NOT a TXU Energy brand pillar?

• Innovative

• Trustworthy

• Traditional

• Customer-centric

• Dependable

What's the section in CXT where you search for a customer

You are speaking with a customer about a new billing charge that you are not very familiar with. You remember that you saw a Change Alert about the new changes earlier in the week. Where can you look to review the updated billing rules?

• MyEnergy Dashboard

• Myaccount

• Salesforce Knowledge

• CXT

Our customer's account numbers are known as what?

• Business Partner, Account number

• Customer, Account number

• Contract Account number or Business Agreement number

• Customer, Contract Account number or Business Agreement number

In MyAccount, customers are able to choose Paperless Billing. Since customers may ask about some of the advantages of paperless billing before they sign up for the feature, it is important to know all of the characteristics about the service. All of these are advantages of Paperless billing except:

• Helps save the environment

• Paperless bills never get lost in the mail

• Customers will receive their bills sooner

• Not able to print the bill from the website

In CXT, what is the name of the physical location (or address) where electricity will be supplied?

• Residence

• Establishment

• Premise

• House

What is IVY?

IVY can take several types of customer self-servicing call inquiries. Select the grouping of calls that IVY can handle.

• Reset their MyAccount Password, Request a Deferral, Negotiate a New kWh Rate

• Make a Payment, Negotiate a New kWh Rate, Set up AutoPay

• Make a Payment, Request a Deferral, Balance Inquiry and Due Date

• Request a Deferral, Set up Auto Pay, Negotiate a New kWh Rate

TXU Energy acts as what in the electric market, including the acronym?

• Retail Electric Provider (REP)

• Electric Reliability Council of Texas (ERCOT)

• Transmission and Distribution Utility (TDU)

• Your Rights as a customer, (YRAC)

Select the correct grouping of the Transmission of Delivery Utilities (TDUs) that are located in the state of Texas

• Oncor, CenterPoint, and TNMP

• Oncor, CenterPoint, and Dynegy

• AEP West, CenterPoint, and TNMP

• Oncor, AEP South, and TNMP