Prep Kc-customer Subscription Services
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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
Correct Answer
C. BRM Invoice TabExplanation
The correct answer is the BRM Invoice Tab. This tab is where credit for the Subscription Services is issued. It is likely that this tab contains the necessary information and functionality to process and manage invoices for subscription services. The other tabs mentioned in the options may have different purposes and may not be directly related to issuing credit for subscription services.Rate this question:
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- 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
Correct Answer
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 subscriptionExplanation
The customer cannot purchase Accidental Damage as a standalone service on a monthly subscription. Instead, they must purchase an extension of a Basic or Premium Support contract, which should also be on a subscription, in order to add Accidental Damage coverage.Rate this question:
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- 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
Correct Answer
B. Submit IT Ticket and wait for the Flag to be removed permanentlyExplanation
The next action would be to submit an IT ticket and wait for the flag to be removed permanently. This is because the agent was unable to process CRA (Customer Return Authorization) due to the flexible flag on the order. By submitting an IT ticket, the issue can be escalated to the appropriate team who can then work on removing the flag so that the CRA can be processed successfully.Rate this question:
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- 4.
Can the subscription be cancelled by selecting Cancel Subscription under Subscriptions Tab in Delta.
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
The subscription can be cancelled by selecting "Cancel Subscription" under the Subscriptions Tab in Delta. This implies that there is an option available within the Delta platform to cancel a subscription, indicating that users have the ability to terminate their subscription if they choose to do so.Rate this question:
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- 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
Correct Answer
A. Subscription--Manage Payment MethodExplanation
The customer can navigate to the "Subscription" section in the DDL (Digital Delivery Library) platform and select the "Manage Payment Method" option to update their credit card information. This section specifically deals with managing the customer's payment methods for their subscription.Rate this question:
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- 6.
Premium Support Plus Warranty will be displayed as multiple line items.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Premium Support Plus Warranty will be displayed as multiple line items because it is a comprehensive warranty package that covers various aspects of support and service. Each aspect of the warranty, such as technical support, hardware repair, and accidental damage coverage, will be listed separately on the invoice or receipt. This allows for transparency and clarity in understanding the coverage and cost breakdown of the Premium Support Plus Warranty.Rate this question:
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- 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
Correct Answer
C. Subscription--Manage Your Contact InformationExplanation
The customer can navigate in DDL to update his contact details by selecting the "Subscription" option and then choosing "Manage Your Contact Information". This option allows the customer to update their contact details specifically related to their subscription.Rate this question:
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- 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
Correct Answer
C. Recurring Invoice (RI) Value is A and entitlement name will have prefix of monthly subscriptionExplanation
The correct answer is "Recurring Invoice (RI) Value is A and entitlement name will have prefix of monthly subscription." This means that in order to identify APOS subscription services in Delta, we need to look for recurring invoices with a value of A and entitlement names that have a prefix of monthly subscription. This combination indicates that the service is a monthly subscription service provided by APOS.Rate this question:
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- 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
Correct Answer
C. Inform customer he Warranty Subscription Services can be paid only through credit cardExplanation
The correct answer is to inform the customer that the Warranty Subscription Services can only be paid through a credit card. This means that the customer cannot update his payment method from his Visa Card to his Dell Finance Account for the Warranty Subscription.Rate this question:
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- 10.
The POS warranty of the product is extended by 30 days on successful payment of the subscription, every month.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement implies that the point of sale (POS) warranty for the product is extended by an additional 30 days each month when the subscription payment is made successfully. This means that as long as the subscription is active and payments are made, the warranty period for the product will continue to be extended by 30 days each month. Therefore, the statement is true.Rate this question:
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- 11.
Which Tab do we check in Delta for subscription services
- A.
Order Line Items
- B.
Product Details
- C.
Assets
- D.
Entitlements
Correct Answer
D. EntitlementsExplanation
In Delta, we check the "Entitlements" tab for subscription services. This tab provides information about the entitlements associated with the subscription, such as the start and end dates, the status of the entitlement, and any additional details or restrictions. By reviewing the entitlements tab, we can ensure that the customer's subscription is active and valid, and also access any relevant information related to their entitlements.Rate this question:
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- 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
Correct Answer
C. BRM Invoice TabExplanation
The correct answer is BRM Invoice Tab. This tab is where you can find the invoice generated specifically for a particular subscription. The Subscriptions Tab provides information about the subscription itself, the Payment Details Tab contains details about the payment made for the subscription, and the Transaction Tab shows all the transactions related to the subscription. However, the BRM Invoice Tab is specifically dedicated to displaying the invoice generated for that subscription.Rate this question:
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- 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
Correct Answer
B. Billing AccountsExplanation
In the DDL, the customer can find his bill plan details for the subscription under the "Billing Accounts" tab. This tab is specifically designed to provide information related to the customer's billing details, including the bill plan for their subscription. It allows the customer to view and manage their billing accounts and access all the necessary information regarding their subscription plan.Rate this question:
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- 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
Correct Answer
B. Product DetailsExplanation
In the Product Details tab, we can find the Cancel Option for the subscription in DDL.Rate this question:
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- 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
Correct Answer
A. Subscriptions TabExplanation
The correct answer is the Subscriptions Tab. This is where the customer can find information about their subscription, including the end of service life and subscription end date. The Subscriptions Tab provides a comprehensive overview of the customer's subscriptions and allows them to manage and track the status of their services.Rate this question:
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- 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
Correct Answer
A. Payments FieldExplanation
The correct field to check for the correct bill plan ID for subscription services is the Payments Field. This field contains the necessary information related to payments and billing, including the bill plan ID that is associated with the subscription service. By checking the Payments Field, we can ensure that the correct bill plan ID is being used for the subscription services.Rate this question:
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- 17.
The APOS warranty of the product is extended by 30 days on successful payment of the subscription, every month.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that the APOS warranty of the product is extended by 30 days each month when the subscription payment is successfully made. This means that as long as the subscription is active and payments are made, the warranty period of the product will continue to be extended by an additional 30 days every month. Therefore, the answer "True" indicates that this statement is correct.Rate this question:
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- 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
Correct Answer
B. Recurring Invoice Value is X and entitlement name will have prefix of monthly subscriptionExplanation
The correct answer is "Recurring Invoice Value is X and entitlement name will have prefix of monthly subscription." This means that for a POS subscription service in Delta, the recurring invoice value should be X and the entitlement name should have a prefix of "monthly subscription." This indicates that the service is a monthly subscription with a specific recurring invoice value.Rate this question:
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- 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
Correct Answer
A. Cancel subscription immediatelyExplanation
The correct answer is "Cancel subscription immediately" because the customer explicitly states that they no longer want the subscription and want it to end immediately. This option aligns with the customer's request and ensures that the subscription is canceled without any delay.Rate this question:
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- 20.
We verify Subscription cancellation in Delta by checking the Billing Status under Subscriptions Tab
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
In order to verify subscription cancellation in Delta, we need to check the Billing Status under the Subscriptions Tab. This indicates that the statement is true and the correct answer is "Yes".Rate this question:
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- 21.
Can we issue credit for the Subscription Services post 30 Days of Invoice?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
Credit cannot be issued for Subscription Services post 30 days of the invoice because it is beyond the allowed time period for issuing credits.Rate this question:
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- 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
Correct Answer
B. Submit an IT ticket to remove the ‘Flexible’ flag Temporarily and request them to keep the ticket open until the dispatch is createdExplanation
The next action should be to submit an IT ticket to remove the 'Flexible' flag temporarily and request them to keep the ticket open until the dispatch is created. This is because the agent was unable to process the MCR STS due to the Flexible flag on the order. Removing the flag temporarily will allow the agent to proceed with the processing, and keeping the ticket open ensures that the issue is resolved before the dispatch is created.Rate this question:
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- 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
Correct Answer
C. US Consumer APOS offline reps and OOW reps only may offer the payment method as a save the sale option.Explanation
The correct answer states that only US Consumer APOS offline reps and OOW reps may offer the payment method as a save the sale option. This implies that not everyone is able to offer subscription services. It suggests that there are specific roles or departments within the company that have the authority or capability to provide subscription services to customers.Rate this question:
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- 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
Correct Answer
C. Cancel subscription on a future dateExplanation
The correct answer is "Cancel subscription on a future date" because the customer specifically requested to cancel the subscription at a later date. This option allows the customer to continue using the subscription until the specified future date, providing them with the service they paid for until then. Opting out of auto-renewal would stop the subscription from renewing in the future, but it would not cancel the current subscription. Canceling the subscription immediately would end the customer's access to the service immediately, which is not what the customer requested.Rate this question:
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- 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
Correct Answer
D. Transaction TabExplanation
The Transaction Tab is where you can find information about the payment made by the customer. It provides details about the transaction, such as the date, time, and amount of the payment. This tab also includes information about any failed or declined transactions, allowing you to determine if the customer's payment was successful or not.Rate this question:
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- 26.
Customer wants to update his email to get Subscription Notifications
- A.
Help customer update it in Payment Details Tab
- B.
Help customer to update it in DDL
- C.
Initiate Integration and connect customer to BRM Recurring Payment Update IVR
- D.
None of the above
Correct Answer
A. Help customer update it in Payment Details TabExplanation
The correct answer is "Help customer update it in Payment Details Tab" because the customer wants to update their email to receive Subscription Notifications. The Payment Details Tab is likely where the customer can access and update their account information, including their email address. By guiding the customer to update their email in the Payment Details Tab, their request for Subscription Notifications can be fulfilled.Rate this question:
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- 27.
If the Customer Cancels the POS Premium / Premium support plus Warranty purchased with the system before the completion of one year, the system warranty will default to basic warranty till end of first year from date of purchase.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If the customer cancels the POS Premium / Premium support plus Warranty before one year, the system warranty will default to basic warranty until the end of the first year from the date of purchase. This means that if the customer cancels the additional warranty before one year, they will still be covered by the basic warranty for the remainder of that first year.Rate this question:
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- 28.
Customer does not want to renew the warranty services. Which of the below option do you choose in Delta?
- A.
Cancel subscription on a future date
- B.
Cancel subscription immediately
- C.
Optout of auto renewal
Correct Answer
C. Optout of auto renewalExplanation
The correct answer is "Optout of auto renewal." This option allows the customer to decline the automatic renewal of the warranty services. By selecting this option, the customer ensures that they will not be charged or have their subscription extended beyond the initial term. It gives the customer control over their subscription and allows them to make an informed decision about whether they want to continue with the warranty services or not.Rate this question:
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- 29.
Which Tab to we find payment status Bill To Address and last 4 digit of card for Customer
- A.
Transaction Tab
- B.
BRM Invoice Tab
- C.
Subscriptions Tab
- D.
Payment Details Tab
Correct Answer
D. Payment Details TabExplanation
The correct answer is "Payment Details Tab" because this tab is specifically designed to provide information about the payment status, the bill-to address, and the last 4 digits of the card for the customer. It is the most relevant and appropriate tab to find these details related to the customer's payment.Rate this question:
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- 30.
If the Customer Cancels the Premium / Premium support plus Warranty purchased with the system before the completion of one year, the system warranty will default to basic warranty till end of first year from date of purchase.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If the customer cancels the premium or premium support plus warranty before one year, the system warranty will default to the basic warranty until the end of the first year from the date of purchase. This means that if the customer cancels the additional warranty, they will only be covered by the basic warranty for the remainder of the first year.Rate this question:
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- 31.
Customers will be able to opt for subscription services at POS only if they upgrade the warranty on the system from the basic warranty to premium or premium plus warranty.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Customers will be able to opt for subscription services at POS only if they upgrade the warranty on the system from the basic warranty to premium or premium plus warranty. This means that in order to have access to subscription services, customers must choose to enhance their warranty coverage by selecting either the premium or premium plus warranty options. If they do not upgrade their warranty, they will not have the option to subscribe to additional services at the point of sale. Therefore, the statement is true.Rate this question:
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- 32.
Which Tab to we find payment status Bill To Address and last 4 digit of card for Customer
- A.
Subscriptions Tab
- B.
BRM Invoice Tab
- C.
Transaction Tab
- D.
Payment Details Tab
Correct Answer
D. Payment Details TabExplanation
The Payment Details Tab is where we can find the payment status, the bill-to address, and the last 4 digits of the card for the customer. This tab provides specific information related to the payment process and the customer's billing details, making it the correct option to find this information.Rate this question:
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