Week 3 Knowledge test review

Who can set up/update security passcode and/or security question?

• Anyone who can authenticate

• Account holder

• Unauthenticated caller

What are the 3 types of authentications for ISM? (Not Telco)

• One Time Pin (OTP)

• Name on the account

• Zip Code

• Passcode

• Security question & answer (if swivel to OPUS/eTRACS)

What are the 3 acceptable data elements of authentication for a DSL/Telco account? (Not U-Verse)

• Customer's last name

• Customer's Code

• Last billed amount

• Last 4 numbers of SSN

• Push Authentication

Using this image: Select the number where you can check collection information (balance, payment info) on eTRACS

• 1

• 2

• 3

• 4

• 5

Using the eTRACS image: Select the correct place where you can make payment arrangements, restore and routes

• 1

• 2

• 3

• 4

• 5

Where can the customer send their proof of payment (POP) when they start a payment claim for Unified, Multiproduct, RC1, DirecTV converted?

• att.com

• [e-mail]

• Fax [phone]

• resolve.att.com

How much is the non-return equipment fee for U-Verse?

• $99.00

• $199.00

• $49.00

• $150.00

What is the maximum number of days that a customer can have to return their modem (U-Verse internet) to be eligible for a credit?

• 180 days

• 90 days

• 60 days

• 30 days

When a customer claims their bill is overcharged and wants to dispute the charges, I should... (select all that apply)

• Negotiate undisputed balance

• Tell customer to hang up and call billing

• Review notes that support credits

• Adjust the bill on BIBA (if applicable)

• Transfer to CSD

A customer is charged Payment Convenience Fee (PCF) and restoral fee when they accept an Extended Payment Arrangement (EPA)

• True

• False