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WorksheetsREVIEWER 2021 pt.2
Total questions: 10
Worksheet time: 3mins
True or False: An 8 digit pin is required to access the customer's MyAccount?
True.
False.
Multiple Choice: Which answer applies to Grand Central tickets?
Submit for service issues.
Submit for account issues
Submit for device issues.
Submit for billing system issues.
True of False: Access to data at 4G/4G LTE/5G speeds depends on the compatibility of the phone or tablet.
True.
False.
True or False: Each individual MDN on the account can have it's own MyAccount.
True.
False.
True or False: The reason for the credit adjustment must be appropriate for the adjustment reason selected.
True.
False.
Multiple Choice: Where can agents find the PUK Code on the customer's account?
Customer 360 View. The home screen of the customer's account.
By clicking on the IMEI number.
By clicking on the customers account name.
None of the above.
True or False: After searching for the solution to the customer's issue using Metro by T-Mobile tools, agents can also search the internet to solve the customer's problem.
True .
False.
True or False: When being Free Spirited, we get to: Express emotion and be excited and celebrate with the customer when we've fixed the problem!
True.
False.
True or False: When entering the customer's PIN information, DO NOT suggest that the customer use their date of birth.
True. (Failure to follow this process will result in removal from the Metro by T-Mobile team.)
Yes. (Failure to follow this process will result in removal from the Metro by T-Mobile team.)
False.
No.
Multiple Choice: When the customer's service stops working after a provisioning change takes place in the billing system, what should the agent do next ?
Submit an ESP incident.
Ask the customer to call back in 24 hours.
Ask the customer to call back in 2 hours.
None of the above.
All of the above.
