Republic Wireless Customer Advocacy Module A - REPUBLIC WIRELESS INTRO & CPNI

This quiz will assess an agent's comprehension of CPNI, and introduction to Republic systems Introduced in Module A.

CPNI

1. What does the I in CPNI stand for?

  • Industry
  • Infraction
  • Information
  • Identifier

2. What is the email address a person could use to reach Republic support?

3. Our ticket tone can be described in many ways including all but:

  • Informative
  • Rude
  • Clear
  • Committed

4. When verifying an account which of the following information does not need to match the account information housed in OW in order for us to provide account-specific information to a requester?

  • Name on Account
  • Billing zip code
  • MEID/IMEI of device
  • RW phone number
  • Last 4 digits of CC on file
  • All information must match

5. Republic Wireless is a prepaid service

  • True
  • False

6. A service line is only related to a phone (device ID) and telephone number.

  • True
  • False

7. Opsware is a system that a member may access to view their call records.

  • True
  • False

8. List (at least) three resources you may use to assist a verified member:

  • Salesforce
  • Opsware
  • The Community
  • Sharepoint
  • Slack
  • Agent Docs

9. Who answers questions from members in The Community?

  • Other members
  • Expert members
  • Republic Wireless representatives
  • We do
  • Everyone but us

10. Name the only way you may fail your Quality Assurance Review:

  • Provide incorrect information to a member
  • Fail to open a ticket with "Hi member,"
  • Forget to answer all of their questions