Messaging Wk 01

________ is the knowledge-base used for all Magenta lines of business including both Care and Virtual Retail

• C2

• Atlas

• GrandCentral

• Conversational Cloud

When is the time to correctly use the Agent Close?

• When a conversation has come to a natural close Ex: Customer responds with, “Thank you for your help. That’s all I needed and have a great day."

• Customers may not know how to close the conversation or assume the agent or system will close.

• If a conversation has become inactive, and has remained that way for 20 minutes, the system will auto close. The system executes this action in bulk (runs every 25 minutes) and not per individual conversation.

• When your coach advised you to close the conversation.

The ________ setting drives the number of active conversations a representative can have.

• Concurrency

• Smart Capacity

• Pre-Define Content

• Customer Insight "CI"

When is the time that we can set-up a follow-up?

• For conversations needing a follow-up, don't leave messages open. End conversations once expectations are set.

• Follow standard procedures for Customer commitments & follow ups.

• If completion of a follow-up requires an outbound call, follow Outbound calls and transfers: Messaging.

• If coach instructed you

Which is not part of the four pillar?

• Making Customer Happy

• Addressing their pain point

• Lessening their effort

• Staying longer

(Blank)is a 6-digit code sent to customers as a secondary verification for sensitive account changes and protects the customers' account.

• One Time Pin

• Verification Token

• Customer's Pin & Passcode

• SSN

When adding an authorize users in the account. One important advisement we need to provide is ___

• Authorized User is 18 years or older

• Must be a US citizen

• Authorized User is 21 years or older

• None of the choices

(_____) is data that links the customer’s name, MSISDN, or other personal identifier to the use of telecommunication services, such as numbers called, duration, date/time of calls, call type, city and country called , and number of calls.

(Blank) is data that is linked or linkable to a specific person, household, or device. It includes: a person’s first and last name, social security number, financial account, state ID number, credit or debit card number plus the security code or PIN or password that permits access to a financial account.

Customer contacted you via T-Mobile App and came in verified. Customer requested to get the account number. What is your next step?

• Verify the account in Atlas using token

• Send a OTP and provide the account number

• Since account number (BAN) is visible in conversational cloud you can just give it to your customer.

• Ask your coach