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WorksheetsISM Prep for Knowledge #2
Total questions: 25
Worksheet time: 17mins
Name
Class
Date
1.
Ms. Grisham has DIRECTV with an HR-34 receiver in the children’s bedroom. Her children are young and she is concerned about them staying up too late. She also knows they sneak and watch tv when it is supposed to be lights out. Which tool is used to help Ms. Grisham change the viewing hours on the receiver?
a)
How to by function tool
b)
CIC Tool
c)
Sports Sales Tool
d)
Calculator Tool
2.
3. Mr. Walton, who lives in the 91020 zip code is calling in to see what channel the Los Angeles Dodgers game is playing on this weekend. He currently has the DTV Select programming package. After confirming the Dodgers will be playing on Friday evening on the NBC Sport Network, Mr. Walton becomes upset as he doesn’t have that channel and doesn't have much bandwidth in his entertainment budget.
a)
You suggest upgrading to the Xtra package which includes the channel and isn't' much more than the Select package he has.
b)
You suggest upgrading to the Choice package which includes the channel and isn't' much more than the Select package he has. (
c)
) You suggest upgrading to the Entertainment package which includes the channel and isn't much more than the Select package he has.
4
4
d)
You suggest upgrading to the Ultimate package which includes the channel and isn't' much more than the Select package he has. (
3.
"Mrs. Francisco is an AT&T mobility and DTV customer who transfers large files from her laptop to PC and wants to make sure she has the best resolution when streaming videos on large screens. She isn't sure which AT&T unlimited plan is the best fit for her. According the AT&T Unlimited Plans (Plus and Choice) Hub – Consumer in myCSP, the best plan for Mrs. Francisco would be:"
a)
AT&T Choice Plan +
b)
AT&T Unlimited Plus
c)
AT&T Family Plus
d)
AT&T Family Plus Dog & Cat
4.
"Ms. Darby called in, as for several days her new iPhone was locked up after she purchased it from an AT&T retail store. It was determined that this was an error made by the sales representative at the store. You advised Ms. Darby that you would be happy to provide her with a credit for those days. You need to process an Event (PPV/VOD, Voice) adjustment.
According to the AT&T Billing Inquiry Billing Adjustment (BIBA) System in myCSP, to assist her you would use the _________ tab in BIBA.
According to the AT&T Billing Inquiry Billing Adjustment (BIBA) System in myCSP, to assist her you would use the _________ tab in BIBA.
a)
Charge Detail View (CDV) Tab
b)
Pre-billed Charges Tab
c)
Adjustments/Charges Tab
d)
Ask Cortana
5.
. Mr. Graham called in as he feels like his speed on his mobile data has slowed down significantly. You pull up Mr. Graham's account and see that he had data overages last month. You use the AT&T Mobile Share Advantage (MSA) Offer Details article in myCSP to explain to Mr. Graham that he is right, he has gone over the data allotment for last month. You explain: You are correct you did go over your data allotment. The good news is customers who exceed their monthly plan data allowance have zero overage charges but _____
a)
If a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 128kbps on all lines for the remainder of the bill cycle
b)
If a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 64kbps on all lines for the remainder of the bill cycle.
c)
If a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 32kbps on all lines for the remainder of the bill cycle.
21
21
d)
I'm confused
6.
Mrs. Gosler called in. She doesn’t understand why the data on her MSA plan is over this month when they had left over data from months ago. You pull up her account and realize that the rollover data has expired. You use the AT&T Mobile Share Advantage (MSA) Offer Details article in myCSP to explain:
a)
Unused data from the MSA plans rounds up to nearest MB and rolls over for one billing period
b)
Unused data from the MSA plans rounds up to nearest MB and rolls over for two billing periods
c)
Unused data from the MSA plans rounds up to nearest MB and rolls over for three billing periods.
d)
Unused data from the MSA plans rounds up to nearest MB and rolls over for three billing periods
7.
"Mr. Langley is calling to determine if there are current promotions he can take advantage of. You have verified his products/service/charges and notice he has had several issues with home wiring. To determine which promotions, he is eligible for you will need to use the Existing Customer Upgrade Offers myCSP article. You want to personalize the solution and thoroughly educate Mr. Langoustine so you propose the Home Wiring Protection (HWP) which will not only help with his wiring issues; it also has a promotion. You explain to Mr. Langoustine that:"
a)
All customers who order HWP are eligible for a $25 AT&T Visa Reward Card.
b)
All customers who order HWP are eligible for a $50 AT&T Visa Reward Card.
c)
All customers who order HWP are eligible for a $75 AT&T Visa Reward Card.
d)
All customers accept students in this class who order HWP are eligible for a $75 AT&T Visa Reward Card.
8.
AT&T Next Highlights
a)
Pay 30 monthly installment payments to fulfill the agreement
b)
Pay 24 monthly installment payments to fulfill the agreement
c)
Pay 12 monthly installment payments to fulfill the agreement
d)
Pay free.99
9.
ATT NEXT EVERY YEAR HIGHLIGHTS
a)
Pay 12 monthly installment payments to fulfill the agreement
b)
Pay 24 monthly installment payments to fulfill the agreement
c)
Pay 6 monthly installment payments to fulfill the agreement
d)
Pay free
10.
Upgrade trade in eligible once 80% of retail device price is paid
a)
ATT NEXT EVERY YEAR
b)
ATT NEXT
c)
ATT NEXT DAY
d)
PAPA JOHNS IN HOME DELICIO
11.
Upgrade trade in eligible once 50% of retail device price is paid
a)
ATT NEXT EVERY YEAR
b)
ATT NEXT
c)
ATT FAMILY EVERY YEAR
d)
PAPA JOHNS IN HOME YUMMERS
12.
After 14 days or more
a)
Full refunds will be given
b)
Only partial refunds will be given
c)
No restocking fee will be accessed if device is returned unopened.
d)
Customer will be charged $325 minus $10 for each full month you complete under the service commitment.
13.
Billy is a football fanatic but recently got a new job which is going to require him to be on
the road a lot so he is thinking his NFL Sunday Ticket is going to be a waste of money now.
You use the My Sports Tool article in myCSP to explain all EXCEPT
the road a lot so he is thinking his NFL Sunday Ticket is going to be a waste of money now.
You use the My Sports Tool article in myCSP to explain all EXCEPT
a)
You'll have online and mobile streaming access which allows you to watch your favorite team anywhere
b)
Even if you aren't near a TV, you can still access games live on your smartphone, tablet, or computer/laptop
c)
If you prefer to watch on your TV, you can set your DVR remotely from your mobile device when not at home to be sure
you don' t miss a single minute.
you don' t miss a single minute.
d)
You can see an entire game in less than 60 minutes with Short Cuts, which cuts out all the timeouts and commercials - on
your smartphone, tablet or computer/laptop.
your smartphone, tablet or computer/laptop.
14.
Mrs. Gales called in, her husband recently paid for the latest WWE event and wants to know how long the rental agreement is
good for, as their son who is a wrestling fanatic is at camp and missed the event.
You use the Events Schedule (DIRECTV) myCSP article to check and have the following news for Mrs. Gales
good for, as their son who is a wrestling fanatic is at camp and missed the event.
You use the Events Schedule (DIRECTV) myCSP article to check and have the following news for Mrs. Gales
a)
No worries PPV events can be watched forever
b)
She could have recorded the event for her son so he could watch later
c)
ohh no Rental periods end when the event ends with PPV
d)
Your son shouldnt be watching that stuff..its fake anyways
15.
Billy was in the cafeteria at work for taco Tuesday and overheard someone saying that Comcast offers a $500 Visa
Prepaid Card to New Bundle Customers. He just bundled his DIRECTV and Wireless services and wasn’t offered anything like
that.
Assure Billy that AT&T has numerous other benefits to offer like ...
Prepaid Card to New Bundle Customers. He just bundled his DIRECTV and Wireless services and wasn’t offered anything like
that.
Assure Billy that AT&T has numerous other benefits to offer like ...
a)
Free Cinemax for a year
b)
Customers can purchase any smartphone on AT&T Next or AT&T Next Every Year. There is no specific device brand
purchase required for offer eligibility & best data network, and Full Screen free for a year
purchase required for offer eligibility & best data network, and Full Screen free for a year
c)
Free 5 piece meal from Popeye's
d)
HBO Privacy Plus
16.
Billy, an existing Smartphone AT&T Choice Plan customer, travels often to Mexico for business and knows the internet
service there can be spotty depending on where he is at. He uses his Smartphone for all his data and voice needs.
According the AT&T Unlimited Plus and Choice Plan in myCSP, Billy would benefit from the AT&T Unlimited Plus
because it offers..
service there can be spotty depending on where he is at. He uses his Smartphone for all his data and voice needs.
According the AT&T Unlimited Plus and Choice Plan in myCSP, Billy would benefit from the AT&T Unlimited Plus
because it offers..
a)
Unlimited talk, text, and use of plan data in the U.S., includes Mexico and Canada, No roaming charges for Mexico and Canada, AT&T's fastest data speeds available,10GB Mobile Hotspot per line on smartphones and tablets
b)
discounted rates on calls into the US from Mexico
c)
Discounted rates on calls from US to Mexico
d)
Ghost pepper hot sauce
17.
"This Customer Snapshot has 3 device alerts which are all except..
Utilize the Customer Snapshot Tool myCSP article if you need assistance."
Utilize the Customer Snapshot Tool myCSP article if you need assistance."
a)
Software update: iPhone 6 and 6 Plus - iOS 8.1 and higher - Apple Carrier Bundle
b)
Device Issue: iPhone 6 and iPhone 6 Plus - iOS 8.0.1 installation causing loss of cellular service and touch ID.
c)
Software update: iPhone 6 and 6 Plus - iOS 8.12 and higher - Apple Carrier issue; spotty Wi-Fi.
d)
oftware update: iPhone 4S/5/5c/5s/6/6 Plus - iOS 8.3 and Carrier Setting Update.
18.
"Mrs. Gales called in, she is being audited so she needs some information about an adjustment on her account made three years ago.
Use the AT&T Billing Inquiry Billing Adjustment (BIBA) System myCSP article to determine how to get that information for her.
Good news, you can get information that far back as
Use the AT&T Billing Inquiry Billing Adjustment (BIBA) System myCSP article to determine how to get that information for her.
Good news, you can get information that far back as
a)
& years but older than two years must be requested online
b)
She is out of luck
c)
Audits are not our problem
d)
BiBA goes back as far as 7 years and can be seen any time on line
19.
"Ms. Misch and her two daughters have AT&T mobility plans which Ms. Misch pays for. Although Ms. Misch doesn’t use her
phone much both daughters use a decent amount of data. In fact, her one daughter uses it quite a bit and often and exceeds
her monthly plan data allowance. Along with data usage her other daughter texts a lot to her friends in Belize. Ms.Misch is
wondering if the Mobile Share Advantage Plan is a good fit for their family.
According to the Mobile Share Advantage (MSA) Offer Details in myCSP the Mobile Share Advantage Plan is a good fit because..
phone much both daughters use a decent amount of data. In fact, her one daughter uses it quite a bit and often and exceeds
her monthly plan data allowance. Along with data usage her other daughter texts a lot to her friends in Belize. Ms.Misch is
wondering if the Mobile Share Advantage Plan is a good fit for their family.
According to the Mobile Share Advantage (MSA) Offer Details in myCSP the Mobile Share Advantage Plan is a good fit because..
a)
Data is sharable, no overage charges, roll over data and unlimited text to over 120 countries
b)
Its not a good plan for her family
c)
it offers free upgrades
d)
its only $224 for all 4 phones
20.
Mr. Olson calls in. He is unsure if the mobility plan he purchased for his family earlier in the month is the best fit for his family
of six. First you pull up his account and see he has had DIRECTV for quite some time. You use the Mobile Share Comparison
Tool (MSCT) article in myCSP to pull up MSCT and look at the proposed plan for his family. You explain to Mr. Olson that you
have a tool that can propose a mobility plan based on current usage, but (which answer DOESNT apply)
of six. First you pull up his account and see he has had DIRECTV for quite some time. You use the Mobile Share Comparison
Tool (MSCT) article in myCSP to pull up MSCT and look at the proposed plan for his family. You explain to Mr. Olson that you
have a tool that can propose a mobility plan based on current usage, but (which answer DOESNT apply)
a)
Customers must have one complete bill cycle post on their unified bill.
b)
It is possible the Mobile Share plan comparison will be less than the most recent month of usage.
c)
The system displays available plans based on customer eligibility.
d)
The tool is based on six-month average usage and you only have less than one month of usage.
21.
"Ms. Otto is signing up for new wireless service today and needs a data plan. Her young age daughter uses Ms. Otto's iPhone
constantly to view YouTube videos so she is afraid of data overages.
Plus she knows her daughter sneaks the phone and uses it when she is not supposed to. You assure Ms. Otto that she need
not worry because she can set Smart Limits. According to the AT&T Smart Limits in myCSP Ms. Otto CAN NOT
constantly to view YouTube videos so she is afraid of data overages.
Plus she knows her daughter sneaks the phone and uses it when she is not supposed to. You assure Ms. Otto that she need
not worry because she can set Smart Limits. According to the AT&T Smart Limits in myCSP Ms. Otto CAN NOT
a)
Get customized alerts and daily reports.
b)
Limit cellular data use during specific times of day or night.
c)
Set Wi-Fi Reminders.
d)
All of the above
22.
"Mr. Barker is calling in as he has 2 teens in his family and both are heavy data users so there is constant fighting about one of
them using way more than the other. He is not sure what to do.
According to the AT&T Smart Limits in myCSP Ms. Barker can setup smart limits. Use the article to figure out what is NOT a function of smart limits
them using way more than the other. He is not sure what to do.
According to the AT&T Smart Limits in myCSP Ms. Barker can setup smart limits. Use the article to figure out what is NOT a function of smart limits
a)
The subscriber enters a monthly amount of data for each individual line, which is calculated into a daily data allotment.
b)
When an individual line reaches approximately 90% of their daily data allotment, the app triggers a text message
reminding them to connect to Wi-Fi.
reminding them to connect to Wi-Fi.
c)
Text reminders can be sent to both the subscriber and individual line when an individual line reaches the 90% threshold
d)
The subscriber enters a monthly amount of data for each individual line, which is calculated into a monthly data allotment
23.
Mrs. Briggs daughter Sophie is 14 and has a new boyfriend. She is concerned that she is having too much interaction with him
for someone her age, and that she is staying up late sneaking and texting him. She wants to know if there is anything she can
do. You let Mrs. Briggs know you can help her with that by using the AT&T Smart Limits article in myCSP to explain to her that
she cant..
for someone her age, and that she is staying up late sneaking and texting him. She wants to know if there is anything she can
do. You let Mrs. Briggs know you can help her with that by using the AT&T Smart Limits article in myCSP to explain to her that
she cant..
a)
Check on calling and texting activity during the day or night.
b)
Gain insight into phone use with weekly reports summarizing the amount of texting and calling activity.
c)
Receive custom alerts for text and call activity and receive new Contact alerts.
d)
Listen in on Sophie's phone calls
24.
"Mr. Aiuto uses a tablet, laptop, and gaming device. He isn’t sure which data plan is the best for him since he doesn’t have a
smart phone and doesn’t always use his allotted data.
According to the AT&T Mobile Share Hub article the Mobile Share Data-Only Device plan would be perfect for Mr. Aiuto
because
smart phone and doesn’t always use his allotted data.
According to the AT&T Mobile Share Hub article the Mobile Share Data-Only Device plan would be perfect for Mr. Aiuto
because
a)
Eligible Devices include: Tablets, gaming devices, USM modems, netbooks, laptops and Mobile Hotspots.
b)
Tethering and Mobile Hotspots allows for up to five simultaneous devices.
c)
Both answer 1 & 2
d)
It wouldnt be good for him at all..
25.
Should we go over all these questions before you take your assessment?
a)
No we got this
b)
We can use MyCSP so were good
c)
I can do this with my eyes closed
d)
Yes, Yes please can we go over these questions before we take the assessment. Martin you are THE BEST
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