EXAM

48-The away states that you can use: ans. trng,break,stread, 47-Use ___________ before going to the appropriate Away state for offline activity.(ans) backsoon 46-Escalations, when coach leader/supervisor is requested or needed, they _______ the conversation instead of transferring the conversation.(ans.)take over 45-___________________ are conversations where the customer has not responded in over four (4) minutes.(ans) inactive cs 44-Customer ends the conversation via the entry point. Customers may not know how to close the conversation or assume the agent or system will close. When the customers close, the top header of the conversation window shows Closed.(ans)customer closed 35-our customer doesn’t want to pay the $15.00 per month feature and is looking to get the charge adjusted. What else can we still do?

(ans)Tell your customer that a blocking feature will be added to their account if your customer refuses to add a feature and does not want to pay the charges. Add ILDBARS blocking feature. 34- Align the navigation steps in finding the c2 document you used to find the answer in question #33 (ans)1 Accounts 2 International & Domestic calling & Roaming 33-Your customer is disputing that they didn’t make an international call and that they were charge $200.00 for a recent call that they had. (ans) Offer available stateside international feature. You can give the country(s) called when an account is being treated for high balance. 32-Align the navigation steps in finding the c2 document you used to find the answer in question #31 (ans) 1 Accounts 2 payments autopay 3 Things to tell your customers 4 Change

31--Sean is having issues with auto-pay, she mentioned that the payment didn’t push through although she was able to set it up.

Here are some details: •Customer’s account is current. •Autopay shows as active. •Customer’s due date is: 16 of the month •Customer’s close date is: 23of each month •A change was made on the autopay last month on the 4th day of the cycle

What do you think is the real cause of the Auto-pay not being able to take the customer’s payment automatically? (ans) The autopay would start automatic collections by the next cycle (ANS)

30-- Align the navigation steps in finding the device protection claim document you used to find the answer in question #29 (ANS) orrect answers: 1 Device Programs 2 Device Protection 3 File a Claim 4 Determine Claim type 5 Lost or Stolen 6 Do not Block IMEI Incorrect 0/1 Points

29----Your customer lost a device and is planning to use their p360 to file a claim.

You checked their account here are some details: •Account is in good standing. •The line has the correct protection plan. •The line is currently suspended. •The phone’s IMEI is blocked.

They contacted Assurant and they were told that the phone is not eligible for a lost/stolen. What could be the issue?

•Account is in good standing.

•The line has the correct protection plan.

•The line is currently suspended.

•The phone’s IMEI is blocked. (ANS)The phone’s IMEI is blocked.

28--align the navigation step in locating policy in deleting or resetting payment arrangement ( ANS) ACCOUNTS, COLLECTIONS & PAST DUE,PAYMENT ARRANGEMENT, DELETE or RESET a PA

27---You have a customer that is looking to get their payment arrangement dates extended. You checked that their account is 18 days past due and their payment arrangement was made 2 days ago. Can they still delete their payment arrangement and how to you say so?

Appreciate your patience for waiting CX! As per checking on your account, you are vey much eligible to set up a new arrangement. All we have to do right now is to wait for the current arrangement to fall off then once done, you may go ahead and set up a new one. Sounds good? Correct answers: No, payment arrangement was made more than 24 hours ago.

26--Zed has a customer who wanted to add a new line but decided to contact back later on to continue as she needs to work. Zed offer a call back and asked for the card information and shipping address as he want to save customer time placing the order on their expected call back time. Zed is :::Working smart

subject to get suspected of fraud

nice agent

Amazing ((ANSWER) subject to get suspected of fraud

25--When customer abruptly close the chat, we should resume it to continue the conversation. ( ANS)False

24----If customer is unauthenticated, transfer to care (ANS) False 23---We only assist Postpaid customers (ANS) False 22 Standard users can avail feature like Netflix and Apple TV on their line (ANS) False

21---Standard users can pay the bill (ANS) True 20---Account verification and Permission: Treat the Primary Account Holder (PAH) same as the BRP (ANS) true

19--Eligibility to change mobile number --(ANS)Verify if you're chatting with BRP or Authorized user

Confirm the number you like to change

Send OTP

18_----Customer contacts on how to return a home internet gateway. In which c2 Space you should go to find Home Internet return process?____________

17--If customer is asking about how much is the Go5g Plus plan, you should go to _________ space

16--In which c2 Space should I go, if customer wants to know how I can file a claim?

15---What is the tool that we use in troubleshooting? (ANSWER) Correct answers: Atlas troubleshooting Grandcentral GC

14--What is the c2 link for Pay bill: Self-Service 13---What is the c2 link for Pay bill: Self-Service 12--How Jump on Demand different with Jump! 2.0? 11--What are the Easy Three? 10--What is JOD? 9--What is EIP?

8---Arrange the Path to Resolution (ANSWER)1 Greeting and introduce yourself 2 Determine Customers Needs 3 Respond with Courtesy and Concern 4 Fix It - resolve it right the first time 5 Deepen the relationship 6 Self-Service 7 Recap and Close

7---What tool should we use if customer wants to get a new sim only for a new line? 6 --What tool should we use if customer wants to get a replacement sim?

5----What tool should we use in getting new device together with a new line? (ANS) 4--What tool should we use in upgrading existing device? (ANS)upgrade dash board,upgrade dash board,upgrade dash board 3----What is the tool that we use to lookup and access an account? (ANS) atlas lookup 2--What are the ways to find documents in c2? (ANSWER) THE LOBBY,NAVIGATING,SEARCHING 1--What is The Lobby in C2?(ans)Account Support,Billing,Device Support,Device Shipping,DEVICE UPGRADES,FEATURES,HOME INTERNET,NETWORK,OFFERS,PAYMENTS,PLANS,PREPAID,SELF SERVICE,SUNCUP,TFB CARE (The pages listed above are based on the most viewed pages for each topic and are updated as needed. This keeps The Lobby pages simple and easy to scan. Thanks.)

===================== ===where in atlas to see authorized user on the acct and show how to remove and add authorized user on the acct.( ANS) power of C2 tgo use.1) Account overview,2)account profile 3.)

===new promo meron na sa one stop shop

using the lobby where can u chk the trade in== DEVICE UPGRADE SUPPORT/TRADE-IN & EIP credit issues

what is the process when dealing in promotion line