WorksheetsPremier CLG -- CYK week 3
Total questions: 15
Worksheet time: 41mins
When authenticating an account in CRM, what is the preferred way to ask a customer for their 4 digit pass code on the account?
Give me your passcode
You ask, "In order to protect your privacy, I need to verify the passcode on the account."
What is the passcode?
Only ask for the pass code if the letters are red
What is the beginning step to retrieve an account in CRM?
Find Caller
Start call
Select Open
Click on the binoculars
Which one is NOT a Quick Action options in CRM?
Billing
Payment
Account Management
Indicators
Which does NOT display in the Customer Snapshot Tool? (select all that apply)
Adjustment Reversals
Equipment Returns
Scheduled and Returned Payments
Last payment on account
Name some of the text messages you can send via the First Asset Automation Tool (FAAT)? (select all that apply)
Link to download UV TV APP
Link to download DIRECTV App
Link to download DTV Landlord Permission Form
Link to accept Wireless T&Cs
When adding an additional wireless account to an existing account, what must the customer validate?
type of phone
address
One time pin
current wireless plan
Before you can add devices, device plans, and rate plans for a new AT&T wireless account, you must first read the credit
disclosure to the customer, enter the account holder's personal information into the system and complete which step?
Ask the customer what is his credit score
security preferences.
ask the customer how much money he has
Ask the customer if he has security clearance
To give an adjustment in BIBA for an incorrect charge on the bill, what tab would you select to make this adjustment?
Goodwill tab
Reversal tab
Charge Detail View (CDV) Tab
Incorrect charge tab
Which is NOT true about requesting customer's billing information in BIBA? Use the MY CSP article on AT&T Billing Inquiry Billing Adjustment (BIBA) System to determine your answer.
Two years of statements are retained online.
Anything older than two years is maintained in optical storage and must be requested to be returned to the online view in
order for agents to have access.
Must wait 24 hours before bills are ready
BIBA retains up to seven years of bill statements and can be requested from the Bill Search tab.
Select the two categories of DIRECTV Apps? (select all that pply)
TV APPS
Mobile APP
Remote Control
Parental Guidance
Are DIRECTV Apps compatible with Apple Watch? Which of the following is the best explanation to a AT&T customer?
Full DIRECTV apps functionality is available on Apple Watch
DIRECTV apps have full functionality on Apple Watch.
DIRECTV apps are not compatible with Apple Watch.
Functionality is limited and must be paired with iPhone or iPad.
Which is NOT a task you can perform in the MYATT APP?
Setting up Auto Pay
Reset a Password
Make a Payment
Change Product Package
Which is NOT a benefits for AT&T customers when they correctly follow authentication procedures for their AT&T
accounts?
When a AT&T customer's account has accurate records, it shows the customer we listen to their concerns.
The customer receives quicker contact resolution and helps avoid frustration when it takes too long to access their
account.
When agents follow the authentication procedures, it increases the amount of time the customer has to wait for a
resolution.
Demonstrates AT&T takes their privacy seriously and they can trust us with their information.
What system would you start in , if a customer has a standalone wireless account?
CRM
OPUS
RIO
Clarify
You would use this system to give a Mobility adjustment for a Unified customer.
RIO
BIBA
Telegence
OPUS
