Prep Kc-customer Subscription Services

32 Questions | Total Attempts: 13

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Prep Kc-customer Subscription Services - Quiz

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Questions and Answers
  • 1. 
    Under which tab do we issue credit for the Subscription Services?
    • A. 

      Payment Details Tab

    • B. 

      Subscriptions Tab

    • C. 

      BRM Invoice Tab

    • D. 

      Transaction Tab

  • 2. 
    Customer wants to purchase Accidental Damage on a monthly subscription.
    • A. 

      Yes--He can purchase it standalone service

    • B. 

      No--He has to purchase extension must be combined with an extension of a Basic or Premium Support contract that should also be on a subscription

  • 3. 
    Agent tried to process CRA however unable to process due to Flexible flag on the order. What is the next action?
    • A. 

      Send email to billing operations team

    • B. 

      Submit IT Ticket and wait for the Flag to be removed permanently

    • C. 

      Submit FSR--Customer Care Digital Returns

    • D. 

      Submit LCMR

  • 4. 
    Can the subscription be cancelled by selecting Cancel Subscription under Subscriptions Tab in Delta.
    • A. 

      Yes

    • B. 

      No

  • 5. 
    How will customer navigate in DDL to update his credit card information
    • A. 

      Subscription--Manage Payment Method

    • B. 

      Products--Manage Payment Method

    • C. 

      Billing Accounts--Manage Payment Method

    • D. 

      All the above

  • 6. 
    Premium Support Plus Warranty will be displayed as multiple line items.
    • A. 

      True

    • B. 

      False

  • 7. 
    How will customer navigate in DDL to update his contact details?
    • A. 

      Billing Accounts--Manage Your Contact Information

    • B. 

      Products--Manage Your Contact Information

    • C. 

      Subscription--Manage Your Contact Information

    • D. 

      All the above

  • 8. 
    How do we identify APOS subscription services in Delta?
    • A. 

      Recurring Invoice (RI) Value is N and entitlement name will not any have prefix of monthly subscription

    • B. 

      Recurring Invoice  (RI) Value is A and entitlement name will not any have prefix of monthly subscription

    • C. 

      Recurring Invoice (RI) Value is A and entitlement name will have prefix of monthly subscription

    • D. 

      Recurring Invoice (RI) Value is N and entitlement name will have prefix of monthly subscription

  • 9. 
    Customer wants to update his payment from his Visa Card to his Dell Finance Account for the Warranty Subscription, How will you assist?
    • A. 

      Inform customer to do in his DDL

    • B. 

      Fill FSR US Omega DFS Funding Approval

    • C. 

      Inform customer he Warranty Subscription Services can be paid only through credit card

  • 10. 
    The POS warranty of the product is extended by 30 days on successful payment of the subscription, every month.
    • A. 

      True

    • B. 

      False

  • 11. 
    Which Tab do we check in Delta for subscription services
    • A. 

      Order Line Items

    • B. 

      Product Details

    • C. 

      Assets

    • D. 

      Entitlements

  • 12. 
    Which Tab to you check for Invoice generated for a particular subscription
    • A. 

      Subscriptions Tab

    • B. 

      Payment Details Tab

    • C. 

      BRM Invoice Tab

    • D. 

      Transaction Tab

  • 13. 
    Which tab does customer find his bill plan details for the subscription in DDL
    • A. 

      Order History

    • B. 

      Billing Accounts

    • C. 

      Warranty

    • D. 

      Products

  • 14. 
    Which Tab do we find Cancel Option for the subscription in DDL
    • A. 

      Order History

    • B. 

      Product Details

    • C. 

      Billing Accounts

    • D. 

      Billing Accounts

  • 15. 
    Customer wants to know end of service life Subscription end date. Where do you find this information?
    • A. 

      Subscriptions Tab

    • B. 

      Payment Details Tab

    • C. 

      BRM Invoice Tab

    • D. 

      Transaction Tab

  • 16. 
    Which field do we check for correct bill plan ID for subscription services
    • A. 

      Payments Field

    • B. 

      Subscriptions Field

    • C. 

      Transaction Field

    • D. 

      Service Offering Field

  • 17. 
    The APOS warranty of the product is extended by 30 days on successful payment of the subscription, every month.
    • A. 

      True

    • B. 

      False

  • 18. 
    How do we identify POS subscription services in Delta
    • A. 

      Recurring Invoice Value is N and entitlement name will have prefix of monthly subscription

    • B. 

      Recurring Invoice Value is X and entitlement name will have prefix of monthly subscription

    • C. 

      Recurring Invoice Value is N and entitlement name will not any have prefix of monthly subscription

    • D. 

      Recurring Invoice Value is X and entitlement name will not any have prefix of monthly subscription

  • 19. 
    Customer wants to cancel subscription as he no longer wants it and wants to end it immediately. Which of the below option do you choose in Delta?
    • A. 

      Cancel subscription immediately

    • B. 

      Optout of auto renewal

    • C. 

      Cancel subscription on a future date

    • D. 

      None of the above

  • 20. 
    We verify Subscription cancellation in Delta by checking the Billing Status under Subscriptions Tab
    • A. 

      Yes

    • B. 

      No

  • 21. 
    Can we issue credit for the Subscription Services post 30 Days of Invoice?
    • A. 

      Yes

    • B. 

      No

  • 22. 
    Agent tried to process MCR STS however unable to process due to Flexible flag on the order. What is the next action?
    • A. 

      Send email to billing operations team

    • B. 

      Submit an IT ticket to remove the ‘Flexible’ flag Temporarily  and request them to keep the ticket open until the dispatch is created

    • C. 

      Submit LCMR

    • D. 

      Submit FSR--Customer Care Digital Returns

  • 23. 
    Are subscription services offered by everyone?
    • A. 

      Customer Care rep can offer subscription services to the customer

    • B. 

      DFS rep can offer subscription services to the customer

    • C. 

      US Consumer APOS offline reps and OOW reps only may offer the payment method as a save the sale option.

    • D. 

      SRS rep can offer subscription services to the customer

  • 24. 
    Customer wants the subscription to be canceled on a future date. Which of the below option do you choose in Delta?
    • A. 

      Optout of auto renewal

    • B. 

      Cancel subscription immediately

    • C. 

      Cancel subscription on a future date

  • 25. 
    Customer calls in saying he tried making payment for the subscription and wants to know if it successful or not. Where do you find this information?
    • A. 

      Payment Details Tab

    • B. 

      Subscriptions Tab

    • C. 

      BRM Invoice Tab

    • D. 

      Transaction Tab

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