Milestone 4 - Updated 11/26/24

How far back can an agent back date a bill without requiring escalating to a Supervisor?

• 2 weeks

• 30 days

• 3 months

• Agents are never allowed to back date a customer's bill

TRUE or FALSE: If a customer no longer wants to port their Spectrum Voice to another company then the customer must contact their new service provider and cancel the request.

• True

• False

TRUE or FALSE: If a customer is requesting to remove an add-on from their service and not requesting to remove an entire line of business you do NOT need to attempt to save their service.

• True

• False

Which request requires a truck roll?

• Disconnecting Internet service but keeping TV Service

• Removing Spectrum WiFi service but keeping Internet Service

• None of these scenarios require a truck roll

• Disconnecting Voice service but keeping TV and Internet

Which of the following scenarios is NOT considered a downgrade?

• A customer is removing his or her Voice service

• A customer is removing his or her Internet service

• A customer is transferring his or her service

• A customer removes Internet and Voice, keeping TV only

Customers who downgrade and remove TV service but don't return equipment will receive a SMS Text/Automated Dialer Call reminder to return the equipment ______ days after the date of the downgrade.

• 3

• 7

• 90

• 30

TRUE or FALSE: Downgrades or line of business disconnects can have a completion date up to 30 days in the future.

• True

• False

TRUE or FALSE: New York Lifeline applications are processed by agents.

• True

• False

What is Unified Case Management (UCM)?

• A group of managers designated to handle all call center escalations

• A ticketing system used to make/escalate certain requests

• The consolidation of the reporting of specific customer reported issues

• A retired form used to escalate certain issues

A customer returned his equipment two weeks ago to a UPS store. They called in today as the bill is showing the equipment still on the account. According to CoPilot, which item in UCM should be selected for this ticket?

• Billing

• Never Installed

• Already Picked Up / Returned

• Lost Equipment