Worksheetsunit 4
Total questions: 11
Worksheet time: 10mins
You receive a call from Justin requesting an equipment upgrade. Justin asks: "Can I get a new device before my eligibility
date?" Which of the following options should you provide Justin?
Review the account information below:
Customer Type: CRU with FAN
Device Request: Samsung Galaxy
OPUS eligibility result: “Secured”
Complete the upgrade reversal.
Offer to order a new phone at full retail price (no contract/no-commitment).
Review available equipment and pricing. FaST offers do not apply.
Submit a case in Clarify to request an upgrade eligibility reset for the customer
Craig realized he provided the incorrect address when he placed his order last week. He would like to change the delivery
address for the order. You should:
Change the address in OrderTrack.
Notify the customer that delivery addresses cannot be changed after an order has been placed.
Contact the shipper to initiate a request to return to shipper after the tracking number registers with the carrier.
Contact the shipper to request to have the shipment held at the shipper's local facility.
Sue is calling to activate her new equipment. She does not have the IMEI/ICCID available. Since she was able to verify the
account should you proceed with the activation process.
Review the account information below:
The customer was able to verify their existing account.
Second Half Activation
The device is not active in the biller.
Customer Type: GBS CRU
The activation is for less than 10 lines.
true
false
Which of the following is a true statement regarding the Primary Place of Use (PPU) address?
The address is used for taxation purposes.
A PO Box can be used as the PPU address.
Address designators like the suite number or apartment number are required.
The PPU must be a valid residence or business street (physical) address.
Telecommunications providers must obtain a PPU address for mobile devices.
The customer can review their order status, take action on an order or activate service via
Order Manager Hub
Order Track
Premier
Device Support Tool
The TS&R Tool automatically checks ________, ________, and ________ to ensure correct service provisioning.
Telegence
Pears
torch
opus
The Map Tab in the Event Notification Dashboard (END) tool displays network events by map. States change color depending
on open event priority. Orange network events in a state represent __________.
priority level one network events.
priority level two network events.
priority level three network events.
no active network events.
Which of the following search criteria can be used to locate and display a map in GEOLink?
Specific Address
Intersection
City and State
Zip code
Landmark
The customers voicemail can be reset by selecting ____________> Reset Password from the Functions or Elements Panel in
TORCH.
Voice Svcs
VM
Voicemail
Voice
To maximize Dual SIM capabilities on iPhone, customers must have the following services enabled:
FaceTime
Wi-Fi Calling
Cellular Data Switching
Mobile hotspot
Which of the following statements are TRUE about Device Unlocks?
If a customer requests an unlock because they are planning to travel internationally, advise the customer of AT&T's
international offers.
We cannot unlock a non-AT&T device. The customer must contact the original carrier for assistance.
If a customer is giving the phone to someone that uses the AT&T network, there is no need to unlock the device because it
will still work as it’s (re)activated on the AT&T network.
The online portal for AT&T device unlocks is www.att.com/deviceunlock.
