Scavenger Hunt 2

The process where an existing account holder can give ownership of their AT&T account to another individual.

• Transfer of Line (TOL)

• Transfer of Service (TOS)

• Transfer of Billing Responsibility (TOBR)

• Transfer of Account (TOA)

A Transfer Of Billing Responsibility in CRM is also known as a ?

• Change Order

• Move Order

• Add product Order

• Supersede Order

What are the- ToBR Process for DIRECTV - Legacy (RIO).. please select 2 answers.

• The original account must be disconnected and a new one created for the new owner

• Change name on the account if the caller is a surviving spouse or legal partner

• Both the original account holder and new account holder must go the the AT&T Store.

• Transfer the call to Loyalty so they can complete the process.

How do you change a bill cycle- close date for a unified bill in CRM?

• Change order screen, select the bill close date, select save

• Payment button, then select bill payment activity, then select the desired bill cycle close date.

• Interaction home screen, select Account ID in the customer's Account Info window, Select the radio button next to the desired bill cycle close date, Click change Cycle >Yes

• Bill cycle close dates can not be changed in CRM.

How do you reverse a payment in ExpressPay?

• Search Payment Location Tab, Enter Zip Code, Click Search

• Click Activity, Click Payment, Select Payment to be Reversed

• Search Payments, Click Search Method, Click Search, Select Payment To Reverse

• Select Payments, Payment Inquiry, Select Payment to be Reversed, Select Revers in Payment Details

Where would you go to submit a find a lost Payment/Payment made to wrong AT&T account

• Life Cycle Tool

• Order Track

• Online Process Center

• ExpressPay

What is the adjustment limit for courtesy credits?

• $10

• $50

• $20

• $75

Where do apply adjustments for AT&T Internet, Home Phone, U-Verse TV and or RC1/Converted DIRECTV?

• RIO

• CRM/BIBA

• Clarify

• OPUS

What adjustment Explanation 1 would you use in BIBA if you are applying an adjustment for Installation Fee?

• AT&T Tech

• AT&T Taxes

• AT&T Fee

• AT&T Internet and/or U-Verse TV

Which system would you authenticate a Standalone Mobility Account?

• Telegence

• Clarify

• RIO

• None of the above