Onboarding Course

Messaging is growing within T-Mobile making it easier for our customers to contact us whenever and however they want. Messaging also makes it easier for all our conversations to be documented leaving a virtual paper trail.

When you've finished taking this short course, you will be able to:

Have fun!

Visual Audits

1. What kind of source is this customer using to access their messaging expert?

Click the spot where you see the answer. 

2. What kind of device is this customer using to message us?

3. Click the area where the messaging expert explains why the customer is messaging us.

4. What was the start time for this conversation?

5. What is the status of this conversation?

6. What is the longest messaging duration time?

Previous Engagments

7. Why is it important to view previous engagement?

  • Don’t view history ask customer for efficiency
  • To be a true expert and reduce your customer's effort
  • To be nosey

8. What status should you leave the conversation when checking on a request for a customer?

  • Closed
  • Set a Service Level Agreement
  • Open

9. When setting a Service Level Agreement (SLA) in Live Engage you need to set a follow up in ______ and a reminder in _______.

When setting a service level agreement in Live Engage you need to set a follow up in  and  a reminder in 

10. When is it necessary to set a Service Level Agreement

  • Any request pass 5 mins
  • Any request pass 45 mins
  • Any request that needs extensive research and expectations set.

11. Why is setting a SLA important?

  • Setting the proper expectations and leaving the conversation open protects your MFCR. Even if the customer responds.
  • So you can have a breather in between messages
  • Only if you are joining your community team huddle and need to end your conversation

12. What is the response goal time frame?

  • 60 seconds
  • 45 seconds
  • 30 seconds

13. What is the grace period to protect your MFCR?

  • 1 hour
  • 45 mins
  • 30 mins

Permission Levels

14. Which one of the following changes can only the PAH/Full user make via My T-mobile? Select all that apply

  • Update e911 address
  • Request content block
  • Add a line
  • Upgrade handset
  • Seasonal Suspension
  • Setup account Pin/Passcode

15. What's the difference between PAH and Full permissions?

  • PAH is treated as the BRP and Full is treated as Auth User
  • Full is disable from messaging
  • Can only use MyT-mobile.com and T-Mobile App

16. Answer true or false if the PAH/Full user can make these changes.

  • Manage Auto Pay
  • View current charges on Myt-mobile/App
  • Change e911 address
  • Pay Jump! Upgrade

17. Answer true or false if the Standard line user can make these changes

  • Download usage records
  • View bill highlights
  • Enable Digits App
  • View usage summary
  • Check order status

18. Answer true or false if the Restricted user can make the changes below.

  • Check Device Health app only.
  • Add A Line
  • Upgrade Handset
  • Change Plan
  • Change security questions
  • Messaging

19. If your customer's account is disabled, how should you handle the account?

  • as a Prepaid customer
  • as a Restricted customer
  • as a Business customer

20. When placing an outbound call and your customer is verified as the BRP there is no additional verification that is needed.

  • Correct. There is no additional verification needed if your customer is already verified as the BRP.
  • Oops, Try again!