WorksheetsConfirmation of Learning 4
Total questions: 20
Worksheet time: 3mins
What is a PUK Code?
PUK Code is a code that is used to unlock the sim card in the device if the customer tries to unlock their device with the incorrect password more than three times.
PUK Code is a code used to secure the customer's account.
PUK Code is a code not used by Metro by T-Mobile.
PUK Code is a code used to lock the customers internet.
Where can agents find the PUK Code on the customer's account?
By clicking on the IMEI number.
Customer 360 View. The home screen of the customer's account.
By clicking on the customers account name.
None of the above.
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.
What should the agent do when the customer's service stops working, even though no provisioning change took place?
Ask the customer to call back after 2 hours.
Schedule a appointment with a store technician.
It is a service issue. Troubleshoot the problem and where indicated, submit a Grand Central ticket.
None of the above.
For best results, which criteria should agents search by in Grand Central?
Customer's 8 digit pin number.
Ticket Number
Customer's account number.
None of the above.
What is the resolution timeline for Grand Central Tickets?
Up to 5 days.
24 business hours.
Up to 3 days.
Up to 7 days.
Which activity is prohibited without a valid business purpose.
Reviewing call detail records or payment history.
Accessing or changing account records in the billing system.
Accessing voicemail boxes.
All of the above.
To activate the customer's account, which button should agents select?
Create account
Anonymous Pay
Payment Search.
Password Reset.
None of the above.
Which of the following is true regarding Metro by T-Mobile account security?
8-Digit PIN or Security Question & Answer are required.
One-Time PIN is required (unless the account is a single line and the phone is lost, stolen, or broken, you may use Automated Reviewer).
Customer must provide a valid email address.
Customer must provide a SSN or Tax Employee Number.
When the customer wants a vanity name to display in Caller ID, what should the agent do?
Metro by T-Mobile does not offer vanity names.
Do not add it under the first screen, "Customer Information", instead, update it on the next screen under "Subscriber Information."
Email a supervisor to request it be added.
Hang up on the call.
When the customer declines insurance on the first day of activation, when can the customer add insurance to the phone?
The customer cannot add insurance after that point.
The customer will have 7 days from the activation of the device to add it to their service, as long as the customer is still in possession of the phone and the phone is in "as new" condition.
Metro by T-Mobile does not offer handset insurance.
None of the above.
The customer wants full access to their account. In Order to send the customer their 8 digit pin via text message, what should the agent request from them?
Customers' 8 digit security pin.
Customers' account number.
The Zip Code on the account.
None of the above.
Before exiting the customer's account what must every agent do.
Document the call in account memos.
Simply hang up the call.
Remind the customer to pay their bill.
Offer a call back.
When changing the customer's Caller ID name, which level should the agent change it on?
Network level
Account level.
Subscriber level.
Device level.
Why does the customer need an e911 address on file with Metro by T-Mobile?
The customer needs an e911 address on file with Metro by T-Mobile in order to use Wi-Fi calling.
The e911 address is how Metro by T-Mobile markets its services to its customers.
Metro by T-Mobile does not require the e911 address on file.
None of the above.
Multiple Choice: How much is the fee to change the customer's number?
$12.00 plus tax.
$12 (all fees are tax inclusive).
There is NO fee for this as it is a free one time option per line, every 12 months
$15 (all fees are tax inclusive.
When the customer wants to opt out of receiving general marketing messages from Metro by T-Mobile, what should the agent do?
Advise the customer to call back between business hours.
Nothing because Metro by T-Mobile does not allow customers to opt out of marketing text message notifications.
Nothing because Metro by T-Mobile does not send general marketing messages.
Update the Privacy Preferences to "Do not allow" and tell the customer that to opt out of marketing text messages they enrolled in individually simply reply "Stop" or "Cancel".
What is Financial Overview?
Financial Overview provides the customer with access to their bank statements.
Financial Overview provides a summary of the credits to the account for the past 6 months.
Financial Overview provides a detailed history of charges and adjustments made on the customer's account. Financial Overview provides up to 13 month's transaction history on the customer's account.
Financial overview provides a summary of adjustments only for the past 6 months.
When submitting a Un-hotline Case, how long will the customer's service be restored without payment?
Up to 72 hours (with NO DATA).
Up to 48 hours.
Up to 36 hours.
None of the above.
When filling out a case for Mailed In Payments, which of the following should the agent check?
Verify that the customer mailed their payment at least 10 business days ago. If the customer mailed the payment less than 10 business days ago, ask the customer to wait until 10 business days have passed.
Verify that the customer has set up AutoPay.
Verify that the customer is on the 40 plan.
None of the above.
