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WorksheetsTroubleshooting Promos: C2 Race
Total questions: 7
Worksheet time: 13mins
Name
Class
Date
1.
True or False: Automatic Bill credits are prorated if the customers MRC is prorated.
a)
True
b)
False
2.
Automatic Bill Credit Offers fall into two types: Bill credits driven by $0.00 promotional SOC & Bill credits driven solely by rate plan/feature. Which C2 Document these types fall under?
a)
C2: Automatic bill credit offers
b)
C2: Rebates handling & T-Mobile Promo Tool support
c)
C2: Promotional credit issue handling
d)
C2: Device trade-in process
3.
A customer contacts T-Mobile because they previously received bill credits but are no longer receiving the credits. In which C2 Document you can find the steps to help you resolve this issue?
a)
C2: Automatic bill credit offers
b)
C2: Rebates handling & T-Mobile Promo Tool support
c)
C2: Promotional credit issue handling
d)
C2: Device trade-in process
4.
A customer contacts T-Mobile because they received a rebate denial email. In the denial tab in the promo tool you see message "372 - Ineligible account type or rate plan." Which C2 Document would help you to resolve the issue?
a)
C2: Automatic bill credit offers
b)
C2: Rebates handling & T-Mobile Promo Tool support
c)
C2: Promotional credit issue handling
d)
Device trade-in process
5.
After reviewing the account you notice that the customer in the last scenario was incorrectly denied. The promotion closed 42 days ago. Which C2 Document would help you to resolve the issue?
a)
C2: Automatic bill credit offers
b)
C2: Rebates handling & T-Mobile Promo Tool support
c)
C2: Promotional credit issue handling
d)
C2: Device trade-in process
6.
While researching an issue with a promotional credit you see an alert in the Device Plan Widget that says "InstantCASE STUDY: TROUBLESHOOTING PROMOSProperty of T-MobileUpdated 2/15/2018T-Mobile confidential and proprietary information. Not for customer distribution. Page 65trade-in device received valued at $0." Is the customer eligible for automatic re-enrollment?
a)
Yes
b)
No
7.
Two reasons that a device trade in would be reassessed at $0 are; Did not turn off Anti-Theft or Find my iPhone & Device did not pass physical evaluation. Which C2 Document would support you in this scenario?
a)
C2: Automatic bill credit offers
b)
C2: Rebates handling & T-Mobile Promo Tool support
c)
C2: Promotional credit issue handling
d)
C2: Device trade-in process
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