Notes

CYK DIRECTV Technical CARE
Date: 7/22/2022 4:34:11 PM
Course:70009838
Your Score : 79%

1.
A DIRECTV non-RC1 customer would like to upgrade their current HD DVR to the new Genie 2. Which system will you use to complete the order?
Rio
2.
Replacement receivers are provided free of charge within which time period?
90 Days
3.
What system will you use to order a replacement remote control for a DIRECTV non-RC1 customer?
OMS
4. - 6.
7.
A RMA is what the customer is sent when the customer is returning non-working equipment.
True
8.
What is the main screen you will use when ordering products or equipment for the customer?
Negotiate Product Configuration
9.
What will you do if a technician calls and asks you to activate a receiver?
Remind installers to use their handheld device to activate.
10.
Activating a Genie Mini Client is the same process as activating an HD receiver.
False
11.
What are some of the resources you can use to learn more about DIRECTV products and services? (Select all that apply.)
Customer Connect Knowledge Management (CCKM)
directv.com
12.
What are the different ways you can access BBNMS? (Select all that apply.)
Launch BBNMS directly.
All Products menu in CAP/WFE.
13.
What are some of the roles BBNMS plays in the order process? (Select all that apply.)
BBNMS creates a checklist of tasks that need to be completed for this order to complete successfully.
BBNMS acts as a collection point for the various components of the order process that follow.
BBNMS processes orders and performs the necessary actions based on workflows of each order type to complete the provisioning process.
14.
What are some of the different ways you can perform a search in BBNMS? (Select all that apply.)
Order Search/Workflow Search
Subscription Search
History Search
15.
16.
As you are reviewing the Workflow tab in BBNMS, if you see an exception where should you go to find the procedures to handle the notification?
CCKM
17.
What are some of the ways a customer can make a payment on their account without a fee? (Select all that apply.)
Smartphone or Mobile Device
Pay online
Pay through the Integrated Voice Recognition (IVR) system
18.
What are some of the different ways customers can order DIRECTV Cinema or Pay Per View events? (Select all that apply.)
Automated Phone System (IVR)
DIRECTV App
www.directv.com
19.
What is the policy you should follow when using Work Flow Engine (WFE) to assist customers with DIRECTV Cinema or Pay Per View purchase request?
Ask discovery questions to determine the correct flow to choose.
Follow all of the steps in WFE.
Complete the flow to the very end.
20.
Where is the rental period information in Rio for DIRECTV Cinema or Pay Per View purchases?
PPV History tab
21.
What is the fee if an agent processes a DIRECTV Pay Per View order for the customer?
$5 Phone Transaction Fee (PTF)
22.
When can a DIRECTV Pay Per View Event be canceled or credited? (Select all that apply.)
The customer ordered the same title multiple times.
The wrong event was ordered.
The title was ordered in the wrong format (for example: customer ordered Standard Definition version, but wants HD).
23.
What are some DIRECTV account self‐help options available to customers? (Select all that apply.)
Automated Phone System (IVR)
DIRECTV.com
Service Chat
24.
What are some of the resources to help you when assisting customers with DIRECTV Protection Plans? (Select all that apply.)
Customer Connect Knowledge Management (CCKM)
http://www.directv.com/protection
25.
All new DIRECTV customers are handled as RC1 customers.
True
26.
The Sales Offer Screen (SOS) within AT&T CRM presents offers are based on what factors?
All answers are correct
27.
When a package or equipment is changed, the SOS screen may not show the CPE or equipment fees. Where can you see the fees?
NPC
28.
What are the three entry types used in Callbacks and Escalations Tracker (CET)? (Select three.)
Supervisor Callback Required
Escalation Care for Real-time
Agent Commitment to Call Back
29.
What does “Breaking” a bundle mean?
The customer wants to remove a product from a multi‐product account.