How Well Do You Know Knowledge Base?

13 Questions | Total Attempts: 39

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How Well Do You Know Knowledge Base?

Questions and Answers
  • 1. 
    If you wanted to call Dublin Ireland, what would you search in the KB for the international rate?
    • A. 

      Look up "International Charges" and click "International Charges"

    • B. 

      This answer is not in the KB

    • C. 

      Look up "International Charges" and click "International Calling Rates"

    • D. 

      Look up "International" and select "International Calls"

  • 2. 
    How much would it cost to call Dublin Ireland?
    • A. 

    • B. 

    • C. 

    • D. 

  • 3. 
    Which article in the KB would you look up if you need assistance transferring contacts from an old phone to a DoroPhone?
    • A. 

      Contact storage location

    • B. 

      Enter contacts

    • C. 

      Transfer contacts using bluetooth

    • D. 

      Copy Contacts - Transfer Contacts

    • E. 

      Transfer contacts from old phone

  • 4. 
    Fill in the blank:  To transfer contacts from an old phone to a Dorophone, take sim card out of old phone and put into Dorophone. (618) Menu > Phonebook > Highlight 1st Contact > _____________ > Copy All > To/From > Yes
  • 5. 
    It's Spring again and last night was the time change. A customer calls in for assistance updating the time on their phone. First, you have the customer powercycle the phone. The time is still incorrect. What is the name of the article in the KB where you can find the steps on what to do next?
    • A. 

      Time change

    • B. 

      Auto-Update Time and Date

    • C. 

      Auto-Updating

    • D. 

      Changing seasons

  • 6. 
    Fill in the blank: Q: What are the steps a customer would take to update the time change on a Huawei 8652? A: Menu > Settings > Date & Time > _____________
  • 7. 
    How many lines of service can one customer have on a Consumer Cellular account?  *Check all true statements:
    • A. 

      Auto-pay required customers can have up to 5 lines

    • B. 

      Customers that aren't auto-pay required can have up to 5 lines

    • C. 

      Auto-pay customers can have up to 3 lines.

    • D. 

      Customers that aren't auto-pay required can have up to 4 lines.

  • 8. 
    Who can cancel an account on Consumer Cellular? (After they have been fully verified) Check all which apply:
    • A. 

      Account holders

    • B. 

      Authorized users

    • C. 

      Unauthorized users

  • 9. 
    What is the last step you must take before calling 4069 for a warranty repair? 
    • A. 

      Is the phone in airplane mode?

    • B. 

      Has the phone been physically damaged?

    • C. 

      Complete a master reset

    • D. 

      Check if the phone is a Nokia

  • 10. 
    What do you do if a number was supposed to be ported, but still shows active, and the customer has been billed for this line? Please select the step below that is NOT required:
    • A. 

      Review past invoices

    • B. 

      Cancel the account

    • C. 

      Verify there's no usage

    • D. 

      Submit an action request to backdate cancellation

  • 11. 
    How many days will a voicemail be saved before being auto deleted?
    • A. 

      30 days

    • B. 

      14 days

    • C. 

      7 days

    • D. 

      Never

  • 12. 
    When a line has been suspended for non-payment, what can a rep do to reinstate the customer? Check all which are true:
    • A. 

      Check account to see if there is an indicator that says "Account is eligible for reinstatement" under the message area.

    • B. 

      Take a good faith partial payment

    • C. 

      The indicator will only display for 48 hours after the account was suspended

    • D. 

      Select the payment arrangement link and follow the prompts

  • 13. 
    According to the KB, what is the 2nd step to take when a customer says their screen is blank?
    • A. 

      Connect the phone to a charger, does it indicate that it is charging?

    • B. 

      Remove and replace the battery, did the screen light up?

    • C. 

      Powercycle the device, did the screen light up?

    • D. 

      Connect the charger to a different outlet, does it indicate that it is charging?

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