2nd Knowledge Check

What is a service outage?

• The customer can lose access to all services, it can occur at various points in the network and can affect an entire neighborhood, a street, or an individuals service.

• This will make service unavailable and affect service performance, such as pixilation, slow browse, and even phone quality.

• It may take 28-48 hours to be resolved, specially if affected by natural disasters.

• All of the above.

What self help options can we provide to the customer to obtain information about an active outage?

• Outage Notifications

• My At&t App and www.att.com, text messages sent via CAP.

• Recommended the customer to use U-verse App to check outage status.

What expectations must be given to customers after the outage is resolved?

• To restart all devices before trying to browse.

• To register in the att network to be able to browse again.

• Reboot the RG after the broadband light turns to green from red.

What are symptoms that indicate the RG is failing?

• A mulfunctioning RG can prevent the customer from using any of their services.

• Some services issues may occur intermittently

• Broadband or Service indicator lights blinking in red or amber colors.

• Only A and B are correct.

How will I know if the customer is affected by an outage?

• CAP and WFE will let me know.

• The Outage Dashboard tool will ask for customers BAN number to see if there is a local outage in the area.

• A and B are correct.

What would be the best way to help the customer understand the overall value of a dispatch or service call?

• Explain that the person coming out will be a certified AT&T technician a professional and very knowledgeable person.

• The tech will make sure that all AT&T services and devices in the setup will be working in optimal conditions.

• The customer have the ability to track down the technician, cancel or modify the appointment date and time simply by using the self service option.

• No limits of technician visits if you are experiencing AT&T isues.

What type of self service options does AT&T have available for the customer?

• Channel 411

• MyCsp

• Smart Home Manager

• My AT&T app or att.com

• CAP

What type of expectations are required when setting up a repair of tech visit?

• An adult 18 years or older, has to be present during the entire appointment.

• The appointment takes 2-4 hours for its completion.

• The appointment window displays the time range of the appointment from beginning to end.

• Covid-19 expectations

• All of the above.

What is a Member ID?

• It can also be used to view and manage multiple AT&T billing accounts or can be used for the sole purpose of managing certain AT&T services.

• The Member ID is used to access online services, such as att.com, att.net, my AT&T app, and uverse.com

• It can be used instead of the account number.

• The Member ID will be required by att.com in order to register the services at the time of the installation. If the customer does not have a member ID he will not be able to register in the website.

• A and B are correct.

From the following list select all answers that describe example of Email client.

• Outlook and Thunderbird

• Apple Mail and Yahoo Mail

• Pop3 and IPTV