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Work 2 > Customer Connect > Flashcards

Customer Connect Flashcards

1
Q

View adjustment history (3):

A
  1. In Customer Connect
  2. Billing & Payments
  3. History
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2
Q

How to add Authorized user (3):

A
  1. Customer Connect
  2. Services
  3. Click on account number
  4. Add New under Wireless Authorized Users
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3
Q

Start every call with:

A
  1. Greet/ Ask Name
  2. Issue
  3. Verify CTN on account
  4. Verify Full Name on account
  5. Passcode (if applicable)
  6. BB Facts
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4
Q

How many passcode attempts do they get?

A

Three attempts at this:

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5
Q

If they can’t verify the passcode in CC:

A

Use OPUS to verify

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6
Q

When searching for a CANCELLED ACCOUNT:

A

Use the “DISPLAY ALL ACCOUNTS” toggle switch

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7
Q

Ho to change payment profile (3):

A
  1. Payment profile
  2. Down Arrow
  3. Edit
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8
Q

Always launch CC from:

A

Always launch this from the search bar.

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9
Q

At the end of the day (2):

A

Log out:
Softphone
CC

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10
Q

CC stands for:

A

Customer Connect Abbreviation

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11
Q

C360 Other Name:

A

Customer Connect other name

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12
Q

ACCOUNT SERVICE STATUS options (3):

A
  1. ACTIVE
  2. SUSPENDED
  3. CANCELED
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13
Q

ACCOUNT SERVICE STATUS is viewed where (3):

A
  1. ACCOUNTS & SERVICES tab
  2. LINES heading
  3. STATUS column
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14
Q

ADJUSTMENT HISTORY Is viewed where? (3):

A
  1. BILLING & PAYMENTS tab
  2. HISTORY tab
  3. CREDIT HISTORY heading
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15
Q

MANAGE AUTHORIZED USERS: (5)

A
  1. SERVICES tab
  2. WIRELESS heading
  3. Click on ACCOUNT NUMBER
  4. WIRELESS AUTHORIZED USERS section (right bottom)
  5. ADD NEW
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16
Q

AFTER ADDING AUTHORIZED USER

A

NOTE THE ACCOUNT with requester and person added.

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17
Q

REMOVE AUTHORIZED USER:

A

DROP-DOWN arrow next to the name of the authorized user.

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18
Q

If the caller is not account holder:

A

Have the caller VERIFY THE FULL NAME of the account holder before authentication

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19
Q

How many attempts do they get to authenticate?

A

3 ATTEMPTS

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20
Q

BANs are always:

A

7-15 NUMERIC DIGITS

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21
Q

Always speak to the ACCOUNT HOLDER to:

A

RESET PASSCODE

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22
Q

To get device IMEI have them dial:

A

*#06#

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23
Q

SSN stands for

A

SOCIAL SECURITY NUMBER

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24
Q

BAN stands for:

A

BILLING ACCOUNT NUMBER

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25
Q

IMEI stands for:

A

International Mobile Equipment Identity number

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26
Q

ICCID stands for:

A

Integrated Circuit Card Identification Number abbreviation

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27
Q

SIM stands for:

A

Subscriber Identity Module abbreviation:

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28
Q

IMEI codes are how many digits?

A

Always 15 digits

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29
Q

Give IMEI how many digits at a time?

A

Read 3 digits at a time

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30
Q

Embedded Identity Document abbreviation:

A

EID stands for:

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31
Q

PIN STANDS FOR:

A

PERSONAL IDENTIFICATION NUMBER abbreviation

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32
Q

SMS stands for:

A

SHORT MESSAGE SERVICE abbreviation:

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33
Q

MMS stands for:

A

Multimedia Messaging Service abbreviation:

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34
Q

When searching for a cancelled account:

A

Use DISPLAY ALL ACCOUNTS toggle:

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35
Q

Get APPROVAL FROM ACCOUNT HOLDER

A

BEFORE DOING A CREDIT CHECK

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36
Q

DO NOT call account holders

A

At the request of another USER

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37
Q

CHECKING/ DEBIT auto pay is taken

A

2 DAYS BEFORE due date

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38
Q

CC auto pay is taken

A

8 DAYS AFTER cycle close date

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39
Q

BAU stands for

A

BUSINESS AS USUAL abbreviation

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40
Q

CCKM stands for?

A

AT&T Customer Connect Knowledge

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41
Q

TSP stands for:

A

?????

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42
Q

To view recent cases (2):

A
  1. CONTACTS & ACTIVITIES tab
  2. CASES sub-tab
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43
Q

To view recent cases alternate method (3):

A
  1. SERVICE ALERTS
  2. CASES
  3. VIEW ALL CASES
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44
Q

To read case details:

A

Click on case #

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45
Q

MY TICKETS

A

What to tell customers to look for to view their cases

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46
Q

TICKET NUMBER other name

A

CASE NUMBER other name

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47
Q

CC case for trade-in credits:

A
  1. Action: Device Return
  2. Type: Return Issue
  3. Wireless Device
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48
Q

Only submit a trade-in credit case if:

A

Smart chat >2m wait

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49
Q

Blacklist removal process:

A

CC case

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50
Q

Stolen in transit:

A

CC case

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51
Q

Expired/ Grandfathered Plan

A

CC Case

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52
Q

Feature Requests

A

CC Case

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53
Q

Missing Payments

A

CC case

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54
Q

Misapplied Payments

A

CC case

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55
Q

Payment Refund

A

CC Case

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56
Q

Refund for Cancelled Account

A

CC case

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57
Q

Military Suspend/ Cancel

A

CC Case

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58
Q

Device Unlock/ Torch wouldn’t unlock:

A

CC Case

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59
Q

ESCALATE MISSING PAYMENT case steps (4):

A
  1. billing & payments
  2. payment history
  3. escalate missing payment or
  4. down arrow: create escalation case
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60
Q

DEVICE ISSUE OR DEVICE RETURN CASE (3):

A
  1. EQUIPMENT
  2. DEVICE line
  3. DOWN ARROW
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61
Q

MSS stands for:

A

MOBILITY SOLUTIONS SERVICES abbreviation

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62
Q

Give the external date for:

A

TARGETED CASE RESOLUTION date:

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63
Q

CTN stands for:

A

CUSTOMER TELEPHONE NUMBER

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64
Q

BAN stands for:

A

BILLING ACCOUNT NUMBER

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65
Q

Resend CUSTOMER MESSAGING how: (3):

A
  1. CUSTOMER MESSAGING tab
  2. Click on EXTERNAL ID
  3. Click RESEND
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66
Q

CPNI STANDS FOR:

A

CUSTOMER PROPRIETARY NETWORK INFORMATION abbreviation:

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67
Q

CPNI is applicable to which accounts:

A

Applicable to VOICE ACCOUNTS ONLY

68
Q

UNLOCK DEVICE steps: (4):

A
  1. Click CTN
  2. EQUIPMENT tab
  3. DOWN ARROW
  4. UNLOCK DEVICE
69
Q

Use UNLOCK UNLISTED DEVICE

A

For devices no longer on the account

70
Q

Unauthenticated callers can still:

A

UNLOCK DEVICES

71
Q

To view FAN discount from CC (4):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. ACCOUNT DETAILS tab
  4. 4th line - FAN ID
72
Q

FAN stands for:

A

FOUNDATION ACCOUNT NUMBER abbreviation:

73
Q

FAST tool is used to:

A

Search for FANs in:

74
Q

TS&R new name:

A

TRIP old name:

75
Q

How to launch TRIP: (4):

A
  1. SERVICES
  2. LINES
  3. DOWN ARROW
  4. DEVICE ISSUES or SERVICE ISSUES
76
Q

Auto-summary doesn’t work on (3):

A
  1. OUTBOUND CALLS
  2. WRONG ACCOUNT
  3. SOME TRANSFERS
77
Q

In addition to the NOTES HISTORY tab notes can also be viewed on: (4):

A
  1. CONTACTS & ACTIVITIES tab
  2. CONTACTS HISTORY tab
  3. INTERACTION ID row
  4. Click NOTEPAD
78
Q

To turn off customer CALLS/ MESSAGES from AT&T: (3):

A
  1. PROFILE tab
  2. COMMUNICATION PREFERENCES
  3. MANAGE
79
Q

Remove paperless billing (4):

A
  1. BILLING & PAYMENTS tab
  2. BALANCES
  3. WIRELESS ROW
  4. DOWN ARROW
80
Q

Pay your bill by dialing:

81
Q

Pay your bill on:

A

att.com/fastpay

82
Q

Payment arrangements are set up by clicking on:

A

MAKE A PAYMENT

83
Q

PCN stands for:

A

POST CALL/ CONTACT NOTIFICATION abbreviation:

84
Q

To view promotions (3):

A
  1. ACCOUNTS & SERVICES
  2. CLICK BAN OR CTN
  3. PROMOTIONS tab
85
Q

SOC stands for:

A

SYSTEM OPERATOR CODE lock abbreviation:

86
Q

SOC other name

A

SUBSIDY CODE other name

87
Q

ABP stands for:

A

AUTO BILL PAY abbreviation:

88
Q

Missing PROMO ESCALATION: (4):

A
  1. ACCOUNTS & SERVICES
  2. CLICK BAN OR CTN
  3. PROMOTIONS tab
  4. ESCALATE MISSING PROMOTIONS
89
Q

ACCOUNT HOLDER is the only one who

A

Only person who can reset ACCOUNT PASSCODE

90
Q

OTP stands for:

A

ONE TIME PIN abbreviation:

91
Q

PUSH NOTIFICATION acceptance: (3):

A
  1. Tap MyATT Push
  2. Allow
  3. Continue
92
Q

To view USAGE:

A
  1. ACCOUNTS & SERVICE
  2. click on BAN OR CTN
  3. Click USAGE tab
93
Q

SME stands for:

A

SUBJECT MATTER EXPERT abbreviation:

94
Q

IVR stands for:

A

IN VIRTUAL REALITY abbreviation

95
Q

3rd party internet service:

A

May appear under Uverse on CC

96
Q

warranty end date is listed where? (3):

A
  1. ACCOUNTS & SERVICES
  2. LINES
  3. 3RD COLUMN FROM THE RIGHT
97
Q

DEVICE PROTECTION is listed where? (3):

A
  1. ACCOUNTS & SERVICES
  2. LINES
  3. 2ND COLUMN FROM THE RIGHT
98
Q

UPGRADE FEATURES is listed where? (3):

A
  1. ACCOUNTS & SERVICES
  2. LINES
  3. 1ST COLUMN FROM THE RIGHT
99
Q

A BLUE RIBBON under U-Verse means:

A

The customer has MULTI-GIG INTERNET

100
Q

If there are >3 SERVICE ALERTS

A

Push Expand All/Collapse All button

101
Q

What kind of SERVICE ALERT is this?
Customer Impacting Service Outage

A

CRITICAL SERVICE ALERT

102
Q

What kind of SERVICE ALERT is this?
FAILED AUTO PAY

A

CRITICAL SERVICE ALERT

103
Q

What kind of SERVICE ALERT is this?
CREDIT CARD EXPIRING

A

CRITICAL SERVICE ALERT

104
Q

What kind of SERVICE ALERT is this?
INTERNATIONAL USAGE

A

CRITICAL SERVICE ALERT

105
Q

What kind of SERVICE ALERT is this?
BILLED MOBILE PURCHASES

A

CRITICAL SERVICE ALERT

106
Q

What kind of SERVICE ALERT is this?
DATA USAGE OVER THRESHOLD

A

CRITICAL SERVICE ALERT

107
Q

What kind of SERVICE ALERT is this?
UPCOMING PAYMENT REMINDER

A

NOTICE SERVICE ALERT

108
Q

What kind of SERVICE ALERT is this?
AUTO PAYMENT EXPIRING SOON

A

NOTICE SERVICE ALERT

109
Q

What kind of SERVICE ALERT is this?
CASE

A

CASE SERVICE ALERT

110
Q

HOVER OVER the i with a blue circle around it to:

A

To get wireless sub-status:

111
Q

MDU stands for:

A

MULTIPLE DWELLING UNIT abbreviation:

112
Q

HOA stands for:

A

HOME OWNERS ASSOCIATION stands for:

113
Q

A CIRCULAR arrow does what?

A

THE REFRESH TAB button

114
Q

To view SOC features (3):

A
  1. LINES
  2. DOWN ARROW
  3. DISPLAY FEATURE DETAILS
115
Q

To open the billing account information

A

CLICK the Account number or device Phone Number link

116
Q

To view CUSTOMER SINCE from CC (4):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. ACCOUNT DETAILS tab
  4. 1ST LINE - 2ND COLUMN
117
Q

ILB STANDS FOR

A

INDIVIDUAL LIABILITY ACCOUNT

118
Q

AN ACCOUNT ACTIONS ESCALATION case is for:

A
  1. BILLING
  2. SERVICE
    issues
119
Q

The ESCALATION BUTTON is ENABLED only after:

A

Enabled only AFTER OPENING OPUS.

120
Q

TO CREATE A CASE (5):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. ACCOUNT DETAILS tab
  4. ACCOUNT ACTIONS section
  5. Click ESCALATE at the bottom of the page
    (ONLY WORKS IF YOU OPEN OPUS FIRST)
121
Q

LTE stands for

A

LONG TERM EVOLUTION abbreviation

122
Q

UYW stands for

A

UNLIMITED YOUR WAY abbreviation

123
Q

HSIA stands for

A

HIGH SPEED INTERNET ACCESS stands for

124
Q

Fiber to the Premises abbreviation

A

FTTP stands for:

125
Q

Gigabyte Passive Optical Network abbreviation:

A

GPON stands for:

126
Q

How to re-use a old SIM card (5):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. EQUIPMENT tab
  4. DOWN ARROW on right
  5. SIM RESET
127
Q

SDF stands for?

A

??? Context of 25% off military discount

128
Q

ETF stands for

A

EARLY TERMINATION FEE abbreviation:

129
Q

IRU stands for:

A

INDIVIDUAL RESPONSIBILITY USER abbreviation:

130
Q

UNL stands for

A

ABBREVIATION FOR UNLIMITED

131
Q

How to view REWARDS CARD info:

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. PROMOTIONS/ REWARDS tab
  4. REWARDS CARD section
132
Q

How to view PROMOTIONS info:

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. PROMOTIONS/ REWARDS tab
  4. current existing promotions/ discounts section
133
Q

The CUSTOMER MESSAGING TAB goes back how far?

A

This tab shows info for the last 6 months.

134
Q

How to view COMMUNICATION HISTORY (3):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. CUSTOMER MESSAGING tab
135
Q

Use COMMUNICATION HISTORY to:

A

See if a CASE HAS BEEN RESOLVED

136
Q

RESEND A COMMUNICATION (6):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. CUSTOMER MESSAGING tab
  4. COMMUNICATION HISTORY section
  5. VIEW DETAILS of communication
  6. RESEND
137
Q

MSGS stands for:

A

Messages abbreviation:

138
Q

GB stands for:

A

Gigabyte abbreviation:

139
Q

VIEW USAGE (3):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. USAGE tab
140
Q

VIEW HOTSPOT USAGE (4):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. USAGE tab
  4. MOBILE HOTSPOT
141
Q

OPUS can also be launched by clicking:

A

ACCOUNT INQUIRY opens:

142
Q

OZMO can be opened in CC by (5):

A
  1. ACCOUNTS & SERVICES tab
  2. Click BAN OR CTN
  3. ACCOUNT INQUIRY
  4. PROFILE MANAGEMENT
  5. DEVICE SUPPORT
143
Q

ADD/ REMOVE authorized users (2):

A
  1. PROFILE TAB
  2. WIRELESS AUTHORIZED USERS section
144
Q

If a Red circle with a slash through it shows:

A

Refresh to when you see this under billing & payments:

145
Q

UID stands for:

A

USER IDENTIFICATION abbreviation:

146
Q

EPA stands for:

A

EXTENDED PAYMENT ARRANGEMENT stands for:

147
Q

PMT stands for:

A

PAYMENT made by account holder abbreviation

148
Q

CPID stands for:

A

CLIENT PROCESS IDENTIFICATION abbreviation:

149
Q

Recent activity tab goes back how far?

A

Goes back 45 days.

150
Q

TIME ZONE of recent activity is

A

In the current time zone the computer is in.

151
Q

Customer appointments are always in what time zone?

A

Always shown in the customer’s time zone.

152
Q

This means:

A

Transferred call

153
Q

this means

A

Message chat

154
Q

This means

A

Phone call

155
Q

To see if the customer was transferred to me: (2):

A
  1. Contacts & activities tab
  2. Recent Activity
156
Q

BWS stands for:

A

BURRIED WIRE SERVICE abbreviation

157
Q

BWS tickets are usually located

A

Located below the install appointments

158
Q

OMS stands for

A

stands for ONLINE ORDER MANAGEMENT system

159
Q

NOTES HISTORY goes back how far?

A

Goes back 6 MONTHS

160
Q

NOTES OLDER THAN 6 MONTHS ARE

A

AVAILABLE IN OPUS

161
Q

LSCRM (BROADBAND) STANDS FOR:

162
Q

eTRACS in notes has to do with?

A

Has to do with COLLECTIONS NOTICES

163
Q

ACC stands for:

A

AT&T Customer Central abbreviation:

164
Q

LOB stands for:

A

LINE OF BUSINESS abbreviation

165
Q

B in PCN means

A

BROADBAND abbreviation in PCN

166
Q

W in PCN means

A

WIRELESS abbreviation in PCN

Work 2 (16 decks)

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