| CRM KNOWLEDGE | AT&T TV | Internet and Mobility | DIRECTV | Some of this.. Some of that |
|---|---|---|---|---|
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What services can you help a customer with in CRM?
UverseTV, Home phone(VOIP), rci/converted DTV, Internet, wireless
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What cable service was AT&T TV replacing?
UVERSE TV
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What are the 3 current Unlimited mobile plans?
AT&T Unlimited Elite, AT&T Unlimited Extra, and AT&T Unlimited Starter plans
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directv EQUIPMENT consists of what? (name all 3 pieces of equipment)
satellite dish,reciever, remote control
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The Buyers Remorse Exchange allows the customer ____ days to return their new device with no fees
14days
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What two tools can you launch BIBA?
CAP and CRM
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TRUE OR FALSE?
In order to use AT&T TV you have to have at least a internet package of 24MPS?
TRUE
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What AT&T services require internet? (Name two)
Uverse TV, AT&T TV, AT&T TV NOW, VOIP(HOME PHONE)
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What are the 5 premium channels included in the 3months free promotion?
HBO, CINEMEX, SHOWTIME, STARZ. EPIX
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Services can only be suspended ______ per year.
twice
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What is the two authentication methods can you use in CRM?
4 digit pass code and security question
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True or FALSE?
You're able to stream AT&T TV on the AT&T TV streaming box, Fire stick, APPLE TV, and Roku?
fALSE! You're able to stream AT&T TV on the streaming box, Fire stick, and apple tv.
its no longer supported on Roku |
What are the 3 different Unlimited mobile plan prices(for 1 line only)?
AT&T Unlimited Elite 1 line $85
AT&T Unlimited Extra 1 line $75 AT&T Unlimited Starter 1 line $65 |
Amber was promised a time without service credit that she didnt receive. She was unable to watch her DIRECTV for 5 days. The previous agent did leave in the notes the amount of the credit and proof she was supposed to receive it. Would you give her the credit and why?
Yes. if the customer is owed the credit and theirs proof she was supposed to receive it give it to her.
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Billy wants you to add NFL SUNDAY TICKET to his DIRECTV package. He says several times during the chat that he wants to watch every game in the united states and was told he can do so just by adding NFL SUNDAY TICKET MAX. Before adding this to the customers account, What would you tell him?
He will not be able to view all games based on the market and area restrictions.
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What are the eligibility criteria to suspend services in CRM?
has to be an Existing AT&T internet, phone, RC1 and Converted DTV and
Uverse TV customer. Service has had to be active for at least 30days, and the account has to be in good standing with no past due balances. |
How do you factory reset the AT&T TV device?
hold down the red button on the right side of the device for 20 seconds
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What can make a customers internet run slow?
the amount of device connected to the network at a time
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What is the most important thing you have to do before processing a credit in RIO? (Hint. if you dont do this it will post as a charge on the customers account)
you have to make sure to put the minus or negative sigh in front of the amount so it goes into a credit and not a charge
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Amber is moving to a town that no longer supports AT&T or DTV so she had to cancel her Internet services and Legacy DTV services. How would she return her equipment and what is the policy she will have to follow.
Internet and Uverse- UPS or FEDEX WITHIN 10miles if not customer will have to request a return kit
DTV/RC1 UPS/FEDEX within 5MILES if not customer will be sent out a recovery kit automatically |
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What are some of the benefits of processing a Move order?
Customers can retain the same BAN; Keep existing products and services,
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How many hours does the customer get on Cloud DVR
500hrs
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True or False?
Can a customer cancel her Internet services without penalty if they've been a customer for less then 30days?
Yes.
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true OR false?
You can self install DIRECTV
False. DIRECTV requires a professional installation
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What is Auto Pay
when the customers payment is automatically deducted out the customers account every month
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