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Systems - CRM & RIO Flashcards | StudBud
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Systems - CRM & RIO
Systems - CRM & RIO
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StudBud Administration
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CRM and RIO (DTV) overview
Flashcards
26 cards
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Practice quiz
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Questions
26
Answers
1
This screen in CRM will allow you to make modifications / changes to a customer's programming
NPC - Product configuration Screen
Credit screen
Interaction home page
Summary screen
2
What tab in CRM will show you the current products and services the customer has?
Order tab
Products & Pricing tab
Mobility tab
Account history tab
3
Which function will you NOT be performing in Clarify
Making adjustments for standalone mobility accounts
Launching OPUS / Telegence
Modifying Home phne
Noting mobility account
4
What does CRM order status of Tentative mean?
Order is suspended
Order has not been issued
Order was processed waiting to be installed
Order is pending credit approval
5
In CRM, The CHECK ORDER status option is under which toolbox in the left column?
Indicators
Go to Reasons
My Folders
ATT Links
6
The AT&T Smart Home Manager app allows AT&T Internet & Fiber customers to:
Access remote control for DIRECTV
Access their recorded shows
Manage and personalize their home Wi-Fi
Record their favorite shows when paired with a DTV HD DVR
7
The PAYMENT Quick actions in CRM cannot perform which function?
View a Promise to Pay
Change email
Payment Inquiry (find previous payments)
Manage the Payment Profile
8
Which tool allows you to mirror a customer's myAT&T app?
RIO
TELEGENCE
myAT&T Zone
BIBA
9
Billy has a question about his bill. What would be your primary/secondary CRM call intents?
Billing/Unexpected Bill Amount
Ordering / Change configuration
Account Management / update
Payments / one time payment
10
This application will allow you to see the status of returned CPE for DTV, Internet and UV
Solution Sender
CPE Management Tool
Order Track
Mobile Sales Tool
11
Which one is NOT a benefit of connecting DIRECTV equipment to the internet
Customers can use 72 Hour Rewind & Restart
Customers have access to more On Demand content
Customers can make phone calls from their television
Customers can rewind live television
12
When will you need to use to Clarify?
Standalone Direct TV accounts
Standalone Mobility accounts
Unified Mobility accounts
Uverse accounts
13
This will allow you to modify Direct TV programming and upgrade equipment
Biba
Unified Shopping Cart / Add or Change
Clarify
OPUS
14
Which one is not one of the 5 critical valid save attempts
Discuss details with manager to ensure good decision
You MUST Uncover Needs on every call
Pitch AT&T Unlimited &More offers on every call
May I apply the offer to you account?
15
In CRM, what system would you launch to add a wireless line to an existing wireless account?
No system would be launched
RIO
Clarify
OPUS
16
This tab will allow you to give an adjustment in RIO for Direct TV
Billing Actions
Bill Ledger
Receiver
Unified Shopping Cart
17
Two ways you can view the bill in RIO
Unified Shopping Cart and Add/Change services
View Bill icon and Bill ledger
Receiver and monthly charges
Call Logging and Account icon
18
What are the 1st 3 steps you will perform in RIO to sync the account?
Click on update, call intent and COMM
Click on Green check mark, update and Comm
Click on COMM, RIO icon and hearts
Click on Hearts, sync and Comm
19
To see current bill in CRM what would you need to click on?
Monthly Bill icon
Billing
Account Maintenance
Video bill
20
This tool is used to estimate monthly wireless data usage based on how customers use their phn
Data Calculator
Rate Plan Calculator
Next Calculator
CIC Tool
21
What is the storage capacity of the DTV Genie?
165 hours HD and 422 hours SD
1 terabyte
500 hours HD and 1000 hours of SD
2 terabyte
22
Which one would NOT be an option under the ORDERING Quick Action tab in CRM?
Disconnect services
View Current Bill
Modify pending orders
ADD a product
23
What are 3 things which must be done in CRM before you can save and close the interaction?
Check One and Done resolution and save the account
Select promotion, and full tech install the pink icon
Raise your hand after each call 3 times
Select a Reason 1 & 2 and note the account
24
Which one is not one of the 4 action buttons in CRM?
Billing
payments
ordering
Inquiry
25
Which is NOT an ATT FIBER SPEED?
100
300
75
1000
26
Which one is NOT a Save opportunity
Have no intent of changing providers but want lowest rates
Transferred to the CLG from another department:
Proactively express the intent to seek a competitive offer
Verbally express /imply they no longer want AT&T
