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ISM Knowledge check#1

Total questions: 24

Worksheet time: 15mins

Name
Class
Date
1.

Jasmine II contacts AT&T to change her DIRECTV programming. During the conversation, you used Unified Shopping Cart (USC) in Rio to provide pricing on a new programming package and premium channels. What other tasks can be complete in Unified Shopping Cart (USC)? (Select all that apply)

a)

Upgrade or swap receivers

b)

Click the RED X

c)

Change internet speeds

d)

Add a wireless line

2.

Angel contacts AT&T on behalf of his father to discuss a recent DIRECTV bill. He doesn't know if he's an authorized user but since he has Power of Attorney, he should be authorized. Which tab in Rio can you check if the person requesting assistance is an authorized user?

(

a)

Account tab- security profile

b)

Rio dashboard

c)

I can't get logged in!

d)

Account tab-customer name

3.
 Which of the following includes all of the mandatory words/phrases that are required when requesting a Can Be Reached (CBR) number? Select the best answer.
a)
Is [Number] a good contact number so we can reach you with information about your AT&T services?
b)
Let me get your digits?
c)
 May I have a contact number so that we may reach you by phone or text with information about your AT&T services?
d)
 What is a good contact number so we can reach you by phone or text about your AT&T services?
4.
You have just ended a contact with a customer and are about to begin another contact but Rio will not let you search for another customer's account. What must be completed in Rio before another contact is initiated?
a)
Log your time in MyTime Tool
b)
Call Log or Service Request comment is logged
c)
Password is verified.
d)
 Account Status is verified.
5.

David contacts AT&T regarding DIRECTV service. She thinks there is a password on the account but can't remember if that's on her AT&T Wireless or DIRECTV account. Which myCSP article is your starting point for assisting this customer?

(

a)

Rio Hub

b)

Authentication

c)

Contact Handling Matrix

d)

Popeye's 3 piece meal

6.
Before you can add devices, device plans and rate plans for a new wireless account, you must first read the credit disclosure, enter the account holder's personal information and:
a)
Credit preferences
b)
Security preferences
c)
Customer new TN
d)
Favorite childhood hero
7.
When unifying a DIRECTV and AT&T Wireless account, what will you do on the Unified Create Account screen? (select all that apply)
a)
Enter appropriate Security Information &  Review Contact Information and Disclosure.
b)
Select accounts to unify
c)
Select skip bundles
d)
This isn't a fair question
8.
Who is the greatest instructor of all times?
a)
Martin Lopez
b)
Albert Einstein
c)
Socrates
d)
Bruce Lee
9.
 When adding a line to a customer's AT&T wireless account, what must the customer validate?
a)
One time PIN.
b)
 DIRECTV account password.
c)
Current wireless plan.
d)
Type of phone(s) currently using
10.

Alexis has had multiple questions about her AT&T Wireless service and DIRECTV programming. She would like to upgrade her current iPhone 6, add HBO and Cinemax to her service, and combine her AT&T Wireless and DIRECTV service. Which tasks can be completed using OPUS?

a)

Upgrade Device and add HBO/Cinemax

b)

Upgrade Device and unify AT&T Wireless and DIRECTV service

c)

Add HBO/Cinemax and unify AT&T Wireless and DIRECTV service.

d)

All of the above

11.
 FAAT will..
a)
display system groupings that are appropriate only for your work center profile.
b)
Happen if you eat to much
c)
Will automatically log your end of tour time
d)
launch systems and email you all necessary passcode changes
12.
 When you sign in to FAAT for the first time and select the appropriate center type profile, regions, and enter your Global Logon and password, what is your next step?
a)
Open every system you use and proceed with manually signing in to each system
b)
Enter your user IDs and passwords for all the applications you use on the Sign In Manager screen.
c)
Reset your Global Login password.
d)
Click "Sign In" and begin assisting customers.
13.

Christopher is excited about the ability to stream DIRECTV service from a mobile device and would like to get started immediately. Which option from "Send Text" in FAAT should you select to begin the process of sending a text message to the customer?

a)

Generate Prod Svcs Inquiry Text

b)

Generate DIRECTV Channel Lineup Guide Text

c)

Generate myAT&T Text

d)

Generate DIRECTV Entertainment Text

14.
Which tool displays the applications you use daily in a tabbed format and allows easy access to various applications
a)
SORD Apps
b)
MyCSP
c)
FAAT
d)
Rio
15.
In AT&T CRM, how do you retrieve the customers' account information
a)
Find Pizza
b)
Find Caller
c)
Create
d)
Next
16.
AER stands for
a)
All Eagles Rage!
b)
Acknowledge Empathize
repeat
c)
A Eagle Ran
d)
Acknowledge Empathize Repair
17.

What does VOQ stand for

a)

Vampires Order Quietly

b)

Value Options Questions

c)

Values Obligation Questions

d)

Vegans Order Quickly

18.

VOC goal is currently

a)

80% until November then who knows

b)

60% all day

c)

50% all day all night

d)

90% and its no picnic

19.
The ability to stream TV Data Free is a benefit to AT&T customers. What are the eligibility requirements that customers need to know
a)
 Being an AT&T customer for at least 12 months.
b)
Must meet att gold package minimum
c)
Must be on a qualifying wirless plan
d)
Must have at least 3 services
20.

you must place Mrs Tiffany on hold to research additional information. What should you say to Mrs Tiffany before placing her on hold?

(

a)

Just a moment

b)

Howd on

c)

Mrs Montoya hang on just a moment while i check my resources

d)

Mrs Tiffany is it ok if i place you on a brief hold to check my resources?

21.

Marcos wants to make changes to his account but does not remember his passcode. After verifying Marcos, where in CRM can you use Q&A Duo to add her new passcode?

a)

Interaction Toolbox

b)

Quick Action Billing button

c)

Acct Identifiers tab

d)

It's break time

22.
When authenticating an account in CRM, the customer must be able to verify the assigned four-digit passcode. How do you ask for this information?
a)
You don’t have to verify this information.
b)
You ask, "What is the password?"
c)
You ask, "Can you verify that the password on the account is XXXX?"
d)
 You ask, "In order to protect your privacy, I need to verify the passcode on the account."
23.

Eric recently changed jobs and is now paid a week after his U-verse TV and Internet bill is due. He asks you to change the date that the bill is due. What system is used to assist him?

a)

Telegence

b)

Opus

c)

Rio

d)

CRM

24.
For existing Directv customers what is the fastest way to see what promotions or upgrade offers are available?
a)
Launch CRM
b)
Check Opus Offers tab
c)
Launch shopping cart in Rio
d)
Ask my coach

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