Aio Process And Navigation

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| By Peejhay
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Peejhay
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Quizzes Created: 1 | Total Attempts: 201
| Attempts: 201
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  • 1/10 Questions

    Will the customer be charged of $5 if he/she wants to change her/his rate plan?

    • Yes
    • No
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About This Quiz

The 'AIO PROCESS AND NAVIGATION' quiz assesses knowledge on customer service procedures for AIO, including claims, CRM navigation, rate changes, fraud protocols, and late fee policies. It is designed to enhance understanding of standard operational procedures in customer service.

Aio Process And Navigation - Quiz

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  • 2. 

    How much does the customer need to pay if he/she wants to change the CTN? 

    • $15

    • $25

    • $10

    • $5

    Correct Answer
    A. $15
    Explanation
    The customer needs to pay $15 if he/she wants to change the CTN.

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  • 3. 

    How many claims per calendar year is the customer allowed to file if their device is enrolled to Insurance?

    • 3 claims

    • 2 claims

    • 2.5 claims

    • 1 claim

    Correct Answer
    A. 2 claims
    Explanation
    The customer is allowed to file a maximum of 2 claims per calendar year if their device is enrolled in insurance. This means that they can make two separate claims for any damages or issues with their device within a year.

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  • 4. 

    Are we allowed to create a case on a possible fraud call?

    • Yes

    • No

    Correct Answer
    A. No
    Explanation
    The answer is "No" because creating a case on a possible fraud call is not allowed.

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  • 5. 

    What type of fee will the customer needs to take care  if payment is between 30 and 59 days past her/his Aio Pay Date.

    • Reactivation

    • Restocking

    • Late payment

    • All of the above

    Correct Answer
    A. Reactivation
    Explanation
    If the payment is between 30 and 59 days past the customer's Aio Pay Date, the customer will need to take care of a reactivation fee. This fee is typically charged to customers who have missed their payment deadline and need to reactivate their account or services.

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  • 6. 

    Where will you find in CRM the date when the customer sign up with AIO?

    • Customer Information

    • Usage Summary

    • Subscriptions

    • Non of the above

    Correct Answer
    A. Subscriptions
    Explanation
    In CRM, the date when the customer signed up with AIO can be found in the "Subscriptions" section. This section contains information related to the customer's subscriptions, including the date of sign-up. The other options, "Customer Information" and "Usage Summary," may contain different types of information about the customer, but not specifically the sign-up date. Therefore, the correct answer is "Subscriptions."

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  • 7. 

    What field in ASAP will you need to click for you to be able to get the breakdown of data usage summary?

    • Case Management

    • Update Subscriber Details

    • Account Inquiries

    • Update Account Details

    Correct Answer
    A. Account Inquiries
    Explanation
    To get the breakdown of data usage summary, you will need to click on "Account Inquiries" in ASAP. This field will provide you with the necessary information and details regarding data usage.

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  • 8. 

    When will the customer be charged for the late fee?

    • Applies to both Aio-purchased devices and devices that you bring to Aio (BYOD).

    • Applies if payment is between 30 and 59 days past your Aio Pay Date.

    • Applies if paying between 6 and 29 days past your Aio Pay Date.

    • None of the above

    Correct Answer
    A. Applies if paying between 6 and 29 days past your Aio Pay Date.
    Explanation
    The customer will be charged for the late fee if they make the payment between 6 and 29 days past their Aio Pay Date. This means that if the payment is not made within this timeframe, the customer will incur a late fee.

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  • 9. 

    What is  the information we need to ask from the customer if he/she is not able to authenticate the account the 4 digit security PIN or Security question? Please check all that apply.

    • Device IMEI (unless lost or stolen)

    • Last payment date, payment amount, and Aio Pay Date

    • Name on the account

    • Address on the account

    Correct Answer(s)
    A. Device IMEI (unless lost or stolen)
    A. Last payment date, payment amount, and Aio Pay Date
    Explanation
    The information we need to ask from the customer if he/she is not able to authenticate the account using the 4 digit security PIN or Security question includes the Device IMEI (unless lost or stolen) and the Last payment date, payment amount, and Aio Pay Date. These pieces of information can help verify the customer's identity and ensure that they are the account owner. The Name on the account and Address on the account may also be relevant for authentication purposes, but they are not explicitly mentioned as necessary in this scenario.

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  • 10. 

    What field in ASAP you need to click if you want to check on device history?

    • Account details

    • Account Inquiry

    • Account Overview

    • Update Account Details

    Correct Answer
    A. Account Overview
    Explanation
    To check on device history in ASAP, you need to click on "Account Overview". This option provides a comprehensive view of the account, including the device history. It allows you to track the devices associated with the account and their usage details, such as activation dates, upgrades, and any changes made to the devices. By selecting "Account Overview", you can easily access and review the device history within ASAP.

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Quiz Review Timeline (Updated): Sep 6, 2023 +

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  • Current Version
  • Sep 06, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 26, 2013
    Quiz Created by
    Peejhay
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