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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
IMEI stands for:
International Mobile Equipment Identity number
26
ICCID stands for:
Integrated Circuit Card Identification Number abbreviation
27
SIM stands for:
Subscriber Identity Module abbreviation:
28
IMEI codes are how many digits?
Always 15 digits
29
Give IMEI how many digits at a time?
Read 3 digits at a time
30
Embedded Identity Document abbreviation:
EID stands for:
31
PIN STANDS FOR:
PERSONAL IDENTIFICATION NUMBER abbreviation
32
SMS stands for:
SHORT MESSAGE SERVICE abbreviation:
33
MMS stands for:
Multimedia Messaging Service abbreviation:
34
When searching for a cancelled account:
Use DISPLAY ALL ACCOUNTS toggle:
35
Get APPROVAL FROM ACCOUNT HOLDER
BEFORE DOING A CREDIT CHECK
36
DO NOT call account holders
At the request of another USER
37
CHECKING/ DEBIT auto pay is taken
2 DAYS BEFORE due date
38
CC auto pay is taken
8 DAYS AFTER cycle close date
39
BAU stands for
BUSINESS AS USUAL abbreviation
40
CCKM stands for?
AT&T Customer Connect Knowledge
41
TSP stands for:
?????
42
To view recent cases (2):
1. CONTACTS & ACTIVITIES tab 2. CASES sub-tab
43
To view recent cases alternate method (3):
1. SERVICE ALERTS 2. CASES 3. VIEW ALL CASES
44
To read case details:
Click on case #
45
MY TICKETS
What to tell customers to look for to view their cases
46
TICKET NUMBER other name
CASE NUMBER other name
47
CC case for trade-in credits:
1. Action: Device Return 2. Type: Return Issue 3. Wireless Device
48
Only submit a trade-in credit case if:
Smart chat >2m wait
49
Blacklist removal process:
CC case
50
Stolen in transit:
CC case
51
Expired/ Grandfathered Plan
CC Case
52
Feature Requests
CC Case
53
Missing Payments
CC case
54
Misapplied Payments
CC case
55
Payment Refund
CC Case
56
Refund for Cancelled Account
CC case
57
Military Suspend/ Cancel
CC Case
58
Device Unlock/ Torch wouldn't unlock:
CC Case
59
ESCALATE MISSING PAYMENT case steps (4):
1. billing & payments 2. payment history 3. escalate missing payment or 4. down arrow: create escalation case
60
DEVICE ISSUE OR DEVICE RETURN CASE (3):
1. EQUIPMENT 2. DEVICE line 3. DOWN ARROW
61
MSS stands for:
MOBILITY SOLUTIONS SERVICES abbreviation
62
Give the external date for:
TARGETED CASE RESOLUTION date:
63
CTN stands for:
CUSTOMER TELEPHONE NUMBER
64
BAN stands for:
BILLING ACCOUNT NUMBER
65
Resend CUSTOMER MESSAGING how: (3):
1. CUSTOMER MESSAGING tab 2. Click on EXTERNAL ID 3. Click RESEND
66
CPNI STANDS FOR:
CUSTOMER PROPRIETARY NETWORK INFORMATION abbreviation:
67
CPNI is applicable to which accounts:
Applicable to VOICE ACCOUNTS ONLY
68
UNLOCK DEVICE steps: (4):
1. Click CTN 2. EQUIPMENT tab 3. DOWN ARROW 4. UNLOCK DEVICE
69
Use UNLOCK UNLISTED DEVICE
For devices no longer on the account
70
Unauthenticated callers can still:
UNLOCK DEVICES
71
To view FAN discount from CC (4):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. ACCOUNT DETAILS tab 4. 4th line - FAN ID
72
FAN stands for:
FOUNDATION ACCOUNT NUMBER abbreviation:
73
FAST tool is used to:
Search for FANs in:
74
TS&R new name:
TRIP old name:
75
How to launch TRIP: (4):
1. SERVICES 2. LINES 3. DOWN ARROW 4. DEVICE ISSUES or SERVICE ISSUES
76
Auto-summary doesn't work on (3):
1. OUTBOUND CALLS 2. WRONG ACCOUNT 3. SOME TRANSFERS
77
In addition to the NOTES HISTORY tab notes can also be viewed on: (4):
1. CONTACTS & ACTIVITIES tab 2. CONTACTS HISTORY tab 3. INTERACTION ID row 4. Click NOTEPAD
78
To turn off customer CALLS/ MESSAGES from AT&T: (3):
1. PROFILE tab 2. COMMUNICATION PREFERENCES 3. MANAGE
79
Remove paperless billing (4):
1. BILLING & PAYMENTS tab 2. BALANCES 3. WIRELESS ROW 4. DOWN ARROW
80
Pay your bill by dialing:
*PAY (*729)
81
Pay your bill on:
att.com/fastpay
82
Payment arrangements are set up by clicking on:
MAKE A PAYMENT
83
PCN stands for:
POST CALL/ CONTACT NOTIFICATION abbreviation:
84
To view promotions (3):
1. ACCOUNTS & SERVICES 2. CLICK BAN OR CTN 3. PROMOTIONS tab
85
SOC stands for:
SYSTEM OPERATOR CODE lock abbreviation:
86
SOC other name
SUBSIDY CODE other name
87
ABP stands for:
AUTO BILL PAY abbreviation:
88
Missing PROMO ESCALATION: (4):
1. ACCOUNTS & SERVICES 2. CLICK BAN OR CTN 3. PROMOTIONS tab 4. ESCALATE MISSING PROMOTIONS
89
ACCOUNT HOLDER is the only one who
Only person who can reset ACCOUNT PASSCODE
90
OTP stands for:
ONE TIME PIN abbreviation:
91
PUSH NOTIFICATION acceptance: (3):
1. Tap MyATT Push 2. Allow 3. Continue
92
To view USAGE:
1. ACCOUNTS & SERVICE 2. click on BAN OR CTN 3. Click USAGE tab
93
SME stands for:
SUBJECT MATTER EXPERT abbreviation:
94
IVR stands for:
IN VIRTUAL REALITY abbreviation
95
3rd party internet service:
May appear under Uverse on CC
96
warranty end date is listed where? (3):
1. ACCOUNTS & SERVICES 2. LINES 3. 3RD COLUMN FROM THE RIGHT
97
DEVICE PROTECTION is listed where? (3):
1. ACCOUNTS & SERVICES 2. LINES 3. 2ND COLUMN FROM THE RIGHT
98
UPGRADE FEATURES is listed where? (3):
1. ACCOUNTS & SERVICES 2. LINES 3. 1ST COLUMN FROM THE RIGHT
99
A BLUE RIBBON under U-Verse means:
The customer has MULTI-GIG INTERNET
100
If there are >3 SERVICE ALERTS
Push Expand All/Collapse All button
101
What kind of SERVICE ALERT is this? Customer Impacting Service Outage
CRITICAL SERVICE ALERT
102
What kind of SERVICE ALERT is this? FAILED AUTO PAY
CRITICAL SERVICE ALERT
103
What kind of SERVICE ALERT is this? CREDIT CARD EXPIRING
CRITICAL SERVICE ALERT
104
What kind of SERVICE ALERT is this? INTERNATIONAL USAGE
CRITICAL SERVICE ALERT
105
What kind of SERVICE ALERT is this? BILLED MOBILE PURCHASES
CRITICAL SERVICE ALERT
106
What kind of SERVICE ALERT is this? DATA USAGE OVER THRESHOLD
CRITICAL SERVICE ALERT
107
What kind of SERVICE ALERT is this? UPCOMING PAYMENT REMINDER
NOTICE SERVICE ALERT
108
What kind of SERVICE ALERT is this? AUTO PAYMENT EXPIRING SOON
NOTICE SERVICE ALERT
109
What kind of SERVICE ALERT is this? CASE
CASE SERVICE ALERT
110
HOVER OVER the i with a blue circle around it to:
To get wireless sub-status:
111
MDU stands for:
MULTIPLE DWELLING UNIT abbreviation:
112
HOA stands for:
HOME OWNERS ASSOCIATION stands for:
113
A CIRCULAR arrow does what?
THE REFRESH TAB button
114
To view SOC features (3):
1. LINES 2. DOWN ARROW 3. DISPLAY FEATURE DETAILS
115
To open the billing account information
CLICK the Account number or device Phone Number link
116
To view CUSTOMER SINCE from CC (4):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. ACCOUNT DETAILS tab 4. 1ST LINE - 2ND COLUMN
117
ILB STANDS FOR
INDIVIDUAL LIABILITY ACCOUNT
118
AN ACCOUNT ACTIONS ESCALATION case is for:
1. BILLING 2. SERVICE issues
119
The ESCALATION BUTTON is ENABLED only after:
Enabled only AFTER OPENING OPUS.
120
TO CREATE A CASE (5):
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
LTE stands for
LONG TERM EVOLUTION abbreviation
122
UYW stands for
UNLIMITED YOUR WAY abbreviation
123
HSIA stands for
HIGH SPEED INTERNET ACCESS stands for
124
Fiber to the Premises abbreviation
FTTP stands for:
125
Gigabyte Passive Optical Network abbreviation:
GPON stands for:
126
How to re-use a old SIM card (5):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. EQUIPMENT tab 4. DOWN ARROW on right 5. SIM RESET
127
SDF stands for?
??? Context of 25% off military discount
128
ETF stands for
EARLY TERMINATION FEE abbreviation:
129
IRU stands for:
INDIVIDUAL RESPONSIBILITY USER abbreviation:
130
UNL stands for
ABBREVIATION FOR UNLIMITED
131
How to view REWARDS CARD info:
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. PROMOTIONS/ REWARDS tab 4. REWARDS CARD section
132
How to view PROMOTIONS info:
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. PROMOTIONS/ REWARDS tab 4. current existing promotions/ discounts section
133
The CUSTOMER MESSAGING TAB goes back how far?
This tab shows info for the last 6 months.
134
How to view COMMUNICATION HISTORY (3):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. CUSTOMER MESSAGING tab
135
Use COMMUNICATION HISTORY to:
See if a CASE HAS BEEN RESOLVED
136
RESEND A COMMUNICATION (6):
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
MSGS stands for:
Messages abbreviation:
138
GB stands for:
Gigabyte abbreviation:
139
VIEW USAGE (3):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. USAGE tab
140
VIEW HOTSPOT USAGE (4):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. USAGE tab 4. MOBILE HOTSPOT
141
OPUS can also be launched by clicking:
ACCOUNT INQUIRY opens:
142
OZMO can be opened in CC by (5):
1. ACCOUNTS & SERVICES tab 2. Click BAN OR CTN 3. ACCOUNT INQUIRY 4. PROFILE MANAGEMENT 5. DEVICE SUPPORT
143
ADD/ REMOVE authorized users (2):
1. PROFILE TAB 2. WIRELESS AUTHORIZED USERS section
144
If a Red circle with a slash through it shows:
Refresh to when you see this under billing & payments:
145
UID stands for:
USER IDENTIFICATION abbreviation:
146
EPA stands for:
EXTENDED PAYMENT ARRANGEMENT stands for:
147
PMT stands for:
PAYMENT made by account holder abbreviation
148
CPID stands for:
CLIENT PROCESS IDENTIFICATION abbreviation:
149
Recent activity tab goes back how far?
Goes back 45 days.
150
TIME ZONE of recent activity is
In the current time zone the computer is in.
151
Customer appointments are always in what time zone?
Always shown in the customer's time zone.
152
This means:
Transferred call
153
this means
Message chat
154
This means
Phone call
155
To see if the customer was transferred to me: (2):
1. Contacts & activities tab 2. Recent Activity
156
BWS stands for:
BURRIED WIRE SERVICE abbreviation
157
BWS tickets are usually located
Located below the install appointments
158
OMS stands for
stands for ONLINE ORDER MANAGEMENT system
159
NOTES HISTORY goes back how far?
Goes back 6 MONTHS
160
NOTES OLDER THAN 6 MONTHS ARE
AVAILABLE IN OPUS
161
LSCRM (BROADBAND) STANDS FOR:
?????
162
eTRACS in notes has to do with?
Has to do with COLLECTIONS NOTICES
163
ACC stands for:
AT&T Customer Central abbreviation:
164
LOB stands for:
LINE OF BUSINESS abbreviation
165
B in PCN means
BROADBAND abbreviation in PCN
166
W in PCN means
WIRELESS abbreviation in PCN

Work 2 (16 decks)

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