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- 1. Multiple Choice"Mrs. Francisco is an AT&T mobility and DTV customer who transfers large files from her laptop to PC and wants to make sure she has the best resolution when streaming videos on large screens. She isn't sure which AT&T unlimited plan is the best fit for her. According the AT&T Unlimited Plans (Plus and Choice) Hub – Consumer in myCSP, the best plan for Mrs. Francisco would be:"AT&T Choice Plan +AT&T Unlimited PlusAT&T Family PlusAT&T Family Plus Dog & Cat
- 2. Multiple Choice"Ms. Darby called in, as for several days her new iPhone was locked up after she purchased it from an AT&T retail store. It was determined that this was an error made by the sales representative at the store. You advised Ms. Darby that you would be happy to provide her with a credit for those days. You need to process an Event (PPV/VOD, Voice) adjustment.
According to the AT&T Billing Inquiry Billing Adjustment (BIBA) System in myCSP, to assist her you would use the _________ tab in BIBA.Charge Detail View (CDV) TabPre-billed Charges TabAdjustments/Charges TabAsk Cortana - 3. Multiple Choice. Mr. Graham called in as he feels like his speed on his mobile data has slowed down significantly. You pull up Mr. Graham's account and see that he had data overages last month. You use the AT&T Mobile Share Advantage (MSA) Offer Details article in myCSP to explain to Mr. Graham that he is right, he has gone over the data allotment for last month. You explain: You are correct you did go over your data allotment. The good news is customers who exceed their monthly plan data allowance have zero overage charges but _____If a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 128kbps on all lines for the remainder of the bill cycleIf a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 64kbps on all lines for the remainder of the bill cycle.If a customer exceeds their data allowance (includes MSA Plan Data, Rollover Data, Promotional, Data and Sponsored Data), their speeds are reduced to 32kbps on all lines for the remainder of the bill cycle.
21I'm confused - 4. Multiple ChoiceMrs. Gosler called in. She doesn’t understand why the data on her MSA plan is over this month when they had left over data from months ago. You pull up her account and realize that the rollover data has expired. You use the AT&T Mobile Share Advantage (MSA) Offer Details article in myCSP to explain:Unused data from the MSA plans rounds up to nearest MB and rolls over for one billing periodUnused data from the MSA plans rounds up to nearest MB and rolls over for two billing periodsUnused data from the MSA plans rounds up to nearest MB and rolls over for three billing periods.Unused data from the MSA plans rounds up to nearest MB and rolls over for three billing periods
- 5. Multiple Choice"Mr. Langley is calling to determine if there are current promotions he can take advantage of. You have verified his products/service/charges and notice he has had several issues with home wiring. To determine which promotions, he is eligible for you will need to use the Existing Customer Upgrade Offers myCSP article. You want to personalize the solution and thoroughly educate Mr. Langoustine so you propose the Home Wiring Protection (HWP) which will not only help with his wiring issues; it also has a promotion. You explain to Mr. Langoustine that:"All customers who order HWP are eligible for a $25 AT&T Visa Reward Card.All customers who order HWP are eligible for a $50 AT&T Visa Reward Card.All customers who order HWP are eligible for a $75 AT&T Visa Reward Card.All customers accept students in this class who order HWP are eligible for a $75 AT&T Visa Reward Card.
- 6. Multiple ChoiceAT&T Next HighlightsPay 30 monthly installment payments to fulfill the agreementPay 24 monthly installment payments to fulfill the agreementPay 12 monthly installment payments to fulfill the agreementPay free.99
- 7. Multiple ChoiceATT NEXT EVERY YEAR HIGHLIGHTSPay 12 monthly installment payments to fulfill the agreementPay 24 monthly installment payments to fulfill the agreementPay 6 monthly installment payments to fulfill the agreementPay free
- 8. Multiple Choice
(NEXT)Upgrade trade in eligible once 80% of retail device price is paid
ATT NEXT EVERY YEAR
ATT NEXT
ATT NEXT DAY
PAPA JOHNS IN HOME DELICIO
- 9. Multiple ChoiceAfter 14 days or moreFull refunds will be givenOnly partial refunds will be givenNo restocking fee will be accessed if device is returned unopened.Customer will be charged $325 minus $10 for each full month you complete under the service commitment.
- 10. Multiple ChoiceMrs. Gales called in, her husband recently paid for the latest WWE event and wants to know how long the rental agreement is
good for, as their son who is a wrestling fanatic is at camp and missed the event.
You use the Events Schedule (DIRECTV) myCSP article to check and have the following news for Mrs. GalesNo worries PPV events can be watched foreverShe could have recorded the event for her son so he could watch laterohh no Rental periods end when the event ends with PPVYour son shouldnt be watching that stuff..its fake anyways - 11. Multiple ChoiceBilly was in the cafeteria at work for taco Tuesday and overheard someone saying that Comcast offers a $500 Visa
Prepaid Card to New Bundle Customers. He just bundled his DIRECTV and Wireless services and wasn’t offered anything like
that.
Assure Billy that AT&T has numerous other benefits to offer like ...Free Cinemax for a yearCustomers can purchase any smartphone on AT&T Next or AT&T Next Every Year. There is no specific device brand
purchase required for offer eligibility & best data network, and Full Screen free for a yearFree 5 piece meal from Popeye'sHBO Privacy Plus - 12. Multiple Choice"This Customer Snapshot has 3 device alerts which are all except..
Utilize the Customer Snapshot Tool myCSP article if you need assistance."Software update: iPhone 6 and 6 Plus - iOS 8.1 and higher - Apple Carrier BundleDevice Issue: iPhone 6 and iPhone 6 Plus - iOS 8.0.1 installation causing loss of cellular service and touch ID.Software update: iPhone 6 and 6 Plus - iOS 8.12 and higher - Apple Carrier issue; spotty Wi-Fi.oftware update: iPhone 4S/5/5c/5s/6/6 Plus - iOS 8.3 and Carrier Setting Update. - 13. Multiple Choice
"Mrs. Gales called in, she is being audited so she needs some information about an adjustment on her account made three years ago.
Use the AT&T Billing Inquiry Billing Adjustment (BIBA) System myCSP article to determine how to get that information for her.
Good news, you can get information that far back as
7 years but older than two years must be requested online
She is out of luck
Audits are not our problem
BiBA goes back as far as 7 years and can be seen any time on line
- 14. Multiple Choice"Ms. Misch and her two daughters have AT&T mobility plans which Ms. Misch pays for. Although Ms. Misch doesn’t use her
phone much both daughters use a decent amount of data. In fact, her one daughter uses it quite a bit and often and exceeds
her monthly plan data allowance. Along with data usage her other daughter texts a lot to her friends in Belize. Ms.Misch is
wondering if the Mobile Share Advantage Plan is a good fit for their family.
According to the Mobile Share Advantage (MSA) Offer Details in myCSP the Mobile Share Advantage Plan is a good fit because..Data is sharable, no overage charges, roll over data and unlimited text to over 120 countriesIts not a good plan for her familyit offers free upgradesits only $224 for all 4 phones - 15. Multiple ChoiceMr. Olson calls in. He is unsure if the mobility plan he purchased for his family earlier in the month is the best fit for his family
of six. First you pull up his account and see he has had DIRECTV for quite some time. You use the Mobile Share Comparison
Tool (MSCT) article in myCSP to pull up MSCT and look at the proposed plan for his family. You explain to Mr. Olson that you
have a tool that can propose a mobility plan based on current usage, but (which answer DOESNT apply)Customers must have one complete bill cycle post on their unified bill.It is possible the Mobile Share plan comparison will be less than the most recent month of usage.The system displays available plans based on customer eligibility.The tool is based on six-month average usage and you only have less than one month of usage. - 16. Multiple Choice"Ms. Otto is signing up for new wireless service today and needs a data plan. Her young age daughter uses Ms. Otto's iPhone
constantly to view YouTube videos so she is afraid of data overages.
Plus she knows her daughter sneaks the phone and uses it when she is not supposed to. You assure Ms. Otto that she need
not worry because she can set Smart Limits. According to the AT&T Smart Limits in myCSP Ms. Otto CAN NOTGet customized alerts and daily reports.Limit cellular data use during specific times of day or night.Set Wi-Fi Reminders.All of the above - 17. Multiple Choice"Mr. Barker is calling in as he has 2 teens in his family and both are heavy data users so there is constant fighting about one of
them using way more than the other. He is not sure what to do.
According to the AT&T Smart Limits in myCSP Ms. Barker can setup smart limits. Use the article to figure out what is NOT a function of smart limitsThe subscriber enters a monthly amount of data for each individual line, which is calculated into a daily data allotment.When an individual line reaches approximately 90% of their daily data allotment, the app triggers a text message
reminding them to connect to Wi-Fi.Text reminders can be sent to both the subscriber and individual line when an individual line reaches the 90% thresholdThe subscriber enters a monthly amount of data for each individual line, which is calculated into a monthly data allotment - 18. Multiple Choice"Mr. Aiuto uses a tablet, laptop, and gaming device. He isn’t sure which data plan is the best for him since he doesn’t have a
smart phone and doesn’t always use his allotted data.
According to the AT&T Mobile Share Hub article the Mobile Share Data-Only Device plan would be perfect for Mr. Aiuto
becauseEligible Devices include: Tablets, gaming devices, USM modems, netbooks, laptops and Mobile Hotspots.Tethering and Mobile Hotspots allows for up to five simultaneous devices.Both answer 1 & 2It wouldnt be good for him at all.. - 19. Multiple ChoiceShould we go over all these questions before you take your assessment?No we got thisWe can use MyCSP so were goodI can do this with my eyes closedYes, Yes please can we go over these questions before we take the assessment. Martin you are THE BEST
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