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ISM Service-Week 4 Check Your Knowledge Flashcards | StudBud
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ISM Service-Week 4 Check Your Knowledge
ISM Service-Week 4 Check Your Knowledge
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LSO # 61762212
Flashcards
42 cards
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Questions
42
Answers
1
What is process if customer paid their standalone wireless acct using CRM BAN in error
Smart Chat with Premium Support
Customer must stop payment at bank and pay again
Use Express Pay to transfer payment
Complete a transfer payment request in Process Center
2
What will the Genie HD DVR give a CX that the HD DVR will not?
TV Apps
IR/RF remote
Total Home DVR
All of the above
3
CX cannot bundle their DIRECTV service with which of the following services?
AT&T Internet
AT&T CRM
AT&T Wireless
U-verse TV
4
Which of the following its not a DTV package ?
super extra
Select
Premier
Family
5
Customer has combine bill. How will upgrade customer' wireless plan?
Open Opus to change plan, toggle to AT&T CRM
none of the above
Change order in CRM to launch OPUS, do upgrade, return 2 CRM
Open Mobile Share Comparison Tool, launch OPUS
6
What are resources that customers can use to locate their favorite programs & channels?
The Mobile app
Smart Search on their remote
All of the above
DIRECTV.com
7
The purpose of the Promise is to make each customer interaction:
Effortless
Inspiring
All of the above
Personal
8
Where do we initiate a DTV Order with an existing Wireless Customer who want one bill?
CRM and Launch OPUS from Product negotiation screen.
OPUS Launched from My CSP
We cannot sell DTV
System X
9
After clicking on a particular FAN in the FaST Tool, what details will be displayed?
All of the above
Discounts, fee waivers, & other FAN-based offers
Notes
Customer Contracts
10
How will misapplied payments be applied to the correct account?
Transfer pymnt for different acct done via Process Center
CX must visit bank and have payment reversed
CX submits form on att.com to reversed paymnt and pays again
We are not able to apply pymnts to another account
11
When using Where's My Tech, the DISC updates to show the most current order status. Time Frame?
Every 30 minutes
Every hour
Every 15 minutes
Once a day
12
Based on the status of an order, you may not be authorized to make additional changes. Why?
You accessed the wrong account
There is not an order pending
It is PONR
You need to place the order all over again
13
Can we resend a customer video bill ?
No
If its a combined bill only
Yes
Only for stand alone account
14
How does using myCSP make your job easier?
The Home page has the most recent and unread urgent updates
Saving articles is as easy as clicking bookmark
All of the above
myCSP makes search suggestions while you type
15
What options are available under the Billing tab in CRM?
CPE Migration
Payment Inquiry
Reprint bills
Search for bills
16
What are your resources when a cx calls to remove premium services to attempt to save?
My AT&T Zone
Entertainment Tool
Directv.COM
myCSP
17
Quick links with OPUS allows access to which of the following?
Order Track and att.com
none of the above
myCSP, Store Locator and the Wireless coverage maps
AT&T Value Calculator and AT&T CRM
18
HSI upgrade appears to be available, but CRM does not allow.What workgroup do you Smart Chat?
fact
premium_support_team
jrt_ivt
nafg
19
CX orders DTV. Wants record 5 TVs same time; 1 TB storage; start program from start. Receiver?
Genie HD DVR and Genie Mini's
Combination of Genie's and HD DVR's
5 HD DVR's and waive upgrade fee
CX can't record 5 shows at once with DirecTV
20
What is lead offer when CX calls w/existing U-verse TV & wants to shop around for better deal?
Resell the value and benefits of U-verse TV
Use Customer Loyalty Group offers to save the U-verse TV
Lead with DIRECTV
Thank cx for being a loyal cx & welcome them back any time
21
In my CSP, what will be featured weekly on the home page?
News You Can Use
Frontline Focus
The Promise
DIRECTV HUB
22
A U-verse TV cx must live 20 miles from the UPS store to qualify for an automatic RMA kit?
True
False
23
Which of the following its not available under the Account Managment tab in CRM?
Service Inquiry
Resume from Cancel
Password Management
New Connect
24
What are the customer benefits of a combined/unified bill?
One payment for multiple services
Promotions & discounts may be available with combine bill
One bill for multiple services
All of the above
25
What is an AT&T DTV exclusive?
$100 reward card with NEW install
NFL Sunday Ticket
Free receivers
AT&T Bundle Pricing
26
Combine bill is one of our top call drivers. How can we reduce customer's confusion?
Explain takes too long to decombine & best to have one bill
Direct the CX to chat online for support of combine bill
Decombine when a cx calls in fraustrated
Set clear expectations w/the cx when combining the bill
27
When do customer receive a video bill ?
when they request one
On their first bill
They never receive a video bill
When they purchase a new plan
28
CX disconnect U-verse TV & needs to return equipment to avoid billing. What will you tell them?
Advise cx to return w/in 60 days to post office
Advice cx we will automatically sent equipment return kit
Advice cx to return w/in 10 days to UPS Store
Advice cx to return to a corporate store w/in 21 days
29
In Rio, what tab is used to issue a credit
Billing Actions
Bill Ledger
AT&T Products
Receiver
30
What tool allows you to send emails to cx to help them with a variety of topics on att.com?
MST
Email Sender
CPE
Solution Sender
31
Which of the following will you NOT do if a DIRECTV cx calls and request U-verse TV?
Do not proactively offer U-verse TV as alternative TV option
Immediately migrate the cx from DTV to U-verse TV service
Use current promotions & offers to save DIRECTV
Use tools & resources to save the DIRECTV
32
What system will you use to upgrade DIRECTV equipment for a customer?
Unified Shopping Cart
OMS
Clarify
AT&T CRM
33
What is FAST used for?
Submit request for a technician to expedite an order
none of the above
Look up FANs and research wireless contract information
Move an order through OPUS quicker
34
What do you need prior to mirroring a customer's online account using myAT&T Zone?
Ask for customer's permission
None of the above
Ask their security question
Confirm the CBR
35
ISM uses OPUS for the following. Select all that apply
AT&T Internet
All of the above
DIRECTV orders
Wireless orders
36
Which of the following tasks will you be able to complete using My AT&T Zone?
Mirror the customer's account
All of the above
Search and display CX information within the tool
Assist CX with resetting their online password
37
For EDSP on High Speed Internet, CX who do not accept a 12-month term are not eligible for
$10 ongoing discount auto-applied
$70 Standalone rate for speed of 45 Mbps
$30 Bundled rate for speeds 50 Mbps
$40 bundled rate for speeds 6 Mbps
38
This tool allows you to effectively assist customers with their web or mobile app experience.
myAT&T Zone
CCC Tool
FaST
Mobile Share Comparison Tool
39
During a NAD swap, why would you do if the "Replace" button was gray?
Smart Chat workgroup: OMC Ordering Issues
Cancel the order and try again
Inform cx they can not have faster speed
Engage coach and transfer call to their desk
40
Voice of the Customer (VOC) surveys a calculated based on Net Satisfaction totals of
Promoters
Neutrals
All of the above
Detractors
41
Which of the following its not available under the Payment tab in CRM?
Find a payment location
Update Security Setup
Voluntary Suspend
View a Promise to Pay
42
Which of the following its not available under the ordering area?
Service Inquiry
Cancel an order
Voluntary Suspend
Move (F&T)
