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Enter your Employee EID

Enter your Name

Enter your Trainer/TL's name

How many times can a customer change their bill cycle?

Twice a month
Once every 180 days (6 months)
Once every 90 days (3 months
A customer has no limit to change their bill cycle
A customer can not change their bill cycle we are a prepaid company

How many times can a customer activate Bridgepay per cycle?

Unlimited amount of times
Once per cycle
4 times, once every week by extending it
2 times, they can activate and they can ask for a second extension if needed.
Bridgepay only applies to customers who have never asked for extensions

Nancy purchased an Iphone 12 at Best Buy, the first carrier was Cricket, but it appears as BYOD on Voyage. Can we unlock th
Yes, and we must create a case to unlock it
Yes, we can unlock it using the unlock tool
No, the customer must contact apple
No, since it is a BYOD it is already unlocked

What should we check before transfering a customer to Cricket Protect (Asurion)?

Make sure the feature is added on the number the Cx wants to make their claim on
Verify the address on the account, make changes if necessary
Verify the name on the account is the person who is making the claim
Provide Cx with how much deductible will be
Verify the make and model of the device they need to replace
All of the above
None of the above

If a customer placed his SIM on a 3G device or a Non-Compatible device what should we do?
Restore the line and explain about 3G sunset and noncompatible devices
Do not restore the line until the customer upgrades
Restore the line and create a case
Restore the line and explain about 3G sunset and non-compatible devices, also explain that if it gets suspended again a sim sw
We can not restore if it has been suspended for 3G or non-compatible, Cx needs to buy a new sim card and then we can resto

Karen wants an Iphone 14, but she does not have the full amount to pay right now, what options do we have for her? (Selec
Progressive Leasing
Affirm
Store Credit Program
Cricket Points Program
The only option is to pay the full price for the phone

Sarah moved her line to an existing group account with her sisters, when will Sarah's due date be now?
Her due date will be the date she moved the line
Her due date wil remain the same as she had in her old account
Her due date will be the same and the account she is moving to
Her due date can be changed and chosen when she moves to the new account

What should we do if a Cx asks us about 5G?

We educate customer on compatible devices
We educate the customers on the compatible plans
We verify the customer lives in an area with 5G coverage
All of the above
None of the above we currently still don't have 5G coverage

Camila made an online order but says she has not received a confirmation number what can we do for her?
Advise her to check the spam filter
Remind her of the processing time which is 24 hours
Search the online order tool with CTN and Cx last name to try to find order
All of the above

When a customer never receives a package, and the UPS tracking number shows the package was delivered, the following is
We must create a ticker and refer the customer to a Cricket Store
We must contact UPS so the can open an investigation and provide them the Investiagation ID, with this information we can c
We must transfer to warranty
We must advise the Cx to file a chargeback with their bank and talk with UPS

Melina enrolled on Bridgepay on the 18th and her BP due date is on the 24th, but she will not have the full amount to pay t
The 25th
The 24th
The 20th
End of the Month
Their new bill cycle date
We do not have BP extensions

Phillip calls us because he wants to get his billing history, what can we do for him?
We can get it on Express Pay and email to the customer
We direct the customer to a Cricket Store
We guide the customeron how to get it on "My Account" so he can print it
There is no way for the customer to get the billing history
We can check Voyage and send him an email with his biling history

How can we check a customer data usage?

We must create case so the we can get that information
We can see the customers data usage using Voyage and educate that they can also see this on their MyCricket App
We can see the customers data usage using TORCH
There is no way for us to see the customers data usage
Educate customers can only see their data usage through the website or the MyCricket App

A customer with a $40 plan calls because their data is not working, besides probing questions what is one of the first things
Cancel registration on Torch to restore services
Reset APNS
Check Voyage for account status and Usage
Check TORCH for Data Usage
Tell the customer to add more data because they do not have an unlimite plan

Adam is calling because his calls go straight to voicemail. What is the first thing we can advise him to check in this scenario?
Check if mobile data is on
Check if call fowarding is on, in his device settings
Check his service center number
Advise to master reset his phone
Advise to reset network settings
None of the above

A spanish speaking customer calls because they can not set up their voicemail since it is in english, can we change the VM la
No, the customer can only change it manually on their phone
No, we only offer voicemail in english for our customers
Yes, we can change it in TORCH: Elements>VM> Settings> Primary Language
Yes, we must reset all the networks settings using TORCH
Yes we can change it on TORCH: Functions > VM > Status

How can we deactivate call forwarding? (Select all that apply)

The customer can deactivate it through the phone's settings or dialing *#21#
We can deactivate it on VOYAGE
We can not deactivate call forwaring once it had been set up
We can deactivate it on TORCH
All of the above

How can a customer save money on their monthly bill? (Select all that apply)
By having multple lines on the same account
Autopay
Refer a friend
ACP
All of the above

What are the amounts in the form of a credit that the Cx receives if they are on ACP?
$50 dollars and $75 for Tribal Lands
$30 dollars and $75 for Tribal Lands
$50 dollars for each account
$30 for each lines on the account

A customer calls becase he is not able to receive texts, he mentions he just switched from an Apple to an Android device, w
Reset Factory Settings on device
Check "System SMS" on VOYAGE
Deregister from iMessage using Apple's website
Deregister from iMessage using TORCH

In order for a Cx to port over to Criket they need the following:

A CTN, a Ckt Sim card, Account and Pin number previous provider
CTN and a Cricket Sim Card
Account and Pin Number from previous provider
Cricket Sim Card and activate it
All of the above

Paul ported over but his line is not working, checking the port status we notice the account number is incorrect. What shoul
Give the customer a new Cricket number
Obtain the account number from the previous carrier, modify the the port request and submit
Cancel the port and start the process again
Create a ticker so the case team can update the account number
None of the above

What are the correct steps if a customer keeps having mixed services after the estimated time frame and the port is comple
Powercycle device
Confirm account is active and payment is received
Check status in VOYAGE and handle as Troubleshooting
Submit a case if necessary
All of the above

Anne is porting from AT&T and is trying to get a discounted device from our website but can not purchase the device at a di
Make the online order for her using the website
Guide the customer through the website and override the discount with a code
Create a case so that the discount can be applied to her purchase
Let her know thar port ins from AT&T are not elegible but that our devices already have a discount applied
Let her know that if she does the port in through the app she will be applied the discount

Customer wants to change their CTN to a number they previously had what can we do
Process the $15 fee and see if the specific number they want is available
Process the $15 fee and explain that we can not provide specific numbers
Explain about the $15 fee and that we can only place the Zipcode but that CTN's are randomly generated
Explain about the $15 fee and tell then that the CTN's are randomly generated

How many months of active service does a customer need to have to unlock their device?
2 months
1 year
18 months
6 months
 Enter your Employee EID

Enter your Name

Enter your Trainer/TL's name

1 A customer called in to set up a BridgePay extension. He has two lines for $80 ($55 each). How much does he have t
$20
$30
$40
$10

2 A customer had two lines on the $60 plan, both of them with CKT Protect how much is this Cx paying for their mont
$120
$136
$106
$98

3 If a customer wants to return a phone he purchased online they have to:

Go to the nearest Cricket Store
Contact the phone's manufacturer
Contact customer care so we can transfer them to Warranty
Contact customer care, so we can transfer themm to Asurion

4 A customer's montly rate plan is $110 a month and they were without service for 6 days due to a network outage. H
$10
$12
$15
$22

5 The price for Cricket Protect added features are:

$5/$10
$8/$11
$10/$15
$9/$18

6 Which is the correct explanation for autopay?

the payment will be processed 2 days before new bill cycle, a credit of $5 will be provided 5 days before the new bill c
the payment is processed the before new bill cycle, a credit of $5 will be provided 5 days before the new bill cycle date
the payment will be processed on the due date automatically, a credit of $5 will be provided, updates can only be don
the payment will be processed 2 days before the due date, a credit of $5 will be provided 5 days before the new bill cy

7 What are the correct steps/process for a Cx to enroll in ACP and link it to their CKT account to get the benefit/credit
Contact CKT Care provide us with their information and we wait for the National Verifier to activate their ACP
 Contact the National verifier and give them their CKT information to automativaly activate their ACP on their CKT acco
Contact the National verifier, wait for approval and their enrollment ID, call CKT Care give us the enrollment ID and we
Contact the National verifier, wait for approval and their enrollment ID, call CKT Care give us the enrollment ID we sen
Contact the National verifier, wait for approval and their enrollment ID, call CKT Care give us the enrollment ID, we fill

8 What is the correct setting expectations when adding the MHS Data on a Cx line?
The price is $15 for 15 GB, Cx can use it for a full 30 days from the day they activate the extra feature
The price is $10 for 15 GB, Cx can use it for a full 30 days from the day they activate the extra feature
The price is $15 for 15 GB, Cx can use it for the remaining days of their current bill cycle from the day they activate the
The price is $10 for 15 GB Cx can use it for an unlimited amount of days until the 15GB of data run out
The price is $10 for 15 GB, Cx can use it for the remaining days of their current bill cycle from the day they activate the

9 The $55 (Unlimited Core) Plan includes:

Unlimited calls, SMS and MMS unlimited Data, 5GB of MHS, Wi-fi Calling and Roaming to Mexico and Canada
Unlimited calls, SMS and MMS unlimited Data, Wi-fi Calling and Roaming to Mexico and Canada
Unlimited calls, SMS and MMS unlimited Data, 5GB of MHS, Wi-fi Calling no Roaming to Mexico and Canada but can b
Unlimited calls, SMS and MMS unlimited Data, no MHS Wi-fi Calling no Roaming to Mexico and Canada but can be add

10 The correct different ways a Cx can pay their monthly bill are:
CKT store, IVR and Customer Care
CKT Store, Customer Care, IVR, Quickpay, MyCricket App
CKT Store, Customer Care, IVR, Quickpay, MyCricket App, Walmart
CKT Store, Customer Care, IVR, Quickpay, MyCricket App, direct deposits or checks from their bank
CKT Store IVR, Customer Care and the MyCricket App

11 Which one of these examples would be considered a Group Save Discount? (Select all that apply)
a Cx has 5 lines on the $55 plan for a total of $125
a Cx has 3 lines on the $40 plan for a total of $90
a Cx has 1 line on the $60 and 3 lines on the $55 plan for a total of $175
a Cx has 4 lines on the $55 plan for a total of $100
a Cx has 2 lines on the $55 plan and 2 lines on the $60 plan for a total of $180
a Cx has 3 lines on the $60 plan for a total of $110

12 What is a chargeback?
A chargeback is when a customer is charged twice and the two payments are sent back to him
A chargeback is when a customer's payment is reversed by Cricket and sent back to the Cx bank
A chargeback is when a customer's payment is reversed for a double charge and one is sent back to the Cx bank
A chargeback is when a customer's payment is reversed by the Cx bank or financial institution
A chargeback is when a customer's made a double order and is getting a refund from their bank

13 Which one of these examples would be considered a MultiLine Discount? (Select all that apply)
a Cx has 5 lines on the $55 plan for a total of $125
a Cx has 3 lines on the $40 plan for a total of $90
a Cx has 1 line on the $60 and 3 lines on the $55 plan for a total of $175
a Cx has 4 lines on the $55 plan for a total of $100
 a Cx has 2 lines on the $55 plan and 2 lines on the $60 plan for a total of $180
a Cx has 3 lines on the $60 plan for a total of $110

14 If a customers account is suspended for non payment and they have 3 lines on the $55 plan how much is the reactiv
$10
$15
$5 per line
$15 per line
$10 per line
$5

15 If a customers account is cancelled and they have 3 lines on the $55 plan how much is the reactivation fee
$10
$15
$5 per line
$15 per line
$10 per line
$5

16 If a customer is elegible and wants to upgrade their device what would be the upgrade fee besides the discount pric
$25
$20
$15
The upgrade fee will depend on which device the Cx chooses
There is no upgrade fee customer just gets a discounted price

17 If a customer has 3 lines on the $60 plan his montly bill is $110, how much would a Cx need to pay to activate a Brid
$55, half of their bill
$40, ten dollars for each line plus $10 for the BP activation fee
$35, ten dollars for each lines plus $5 for the BP activation fee
$70, twenty dollars for each line plus $10 for the BP activation fee
$60, twenty dollars for each line

18 When a customer decides to return a phone he has __________ to return and must pay a restock fee of _________
30 days/ $10
30 days /$25
10 days /$10
10 days/ $25
7 days/ $10
7 days/ $25

19 Which tools will help you get, understand and provide information to a customer about their payments and bills (Se
Express Pay
Voyage
Torch
 Online Order Tool
GeoLinks

20 If a customer has a line on the $40 plan and they had cancelled the line and wants to reactivate it, how much would
$40
$55
$45
$60

21 If a customer has two lines on the $60 plan one of them has an extra MHS and the other has CKT protect plus, how m
$108
$100
$111
$101
$98

22 If a customer has 3 lines on the $60 plan and wants to activate Bridgepay how much would their first and second pa
$60/$50
$55/$55
$40/$70
$70/$50

23 How much is the cost for the Simply Data plan that offers 100GB of MHS?
$90
$55
$35
$40
$100

24 If a Cx calls in to setup BP on the 16th of the current month, when is the due date to pay off the second BP payment
21st before 11:59pm central time
22nd before 11:59 central time
Original due date before 11:59 central time
Beginning of the month before 11:59 centra time

25 If a Cx calls in to set up BP on the 11th of the current month, he has 4 lines on the $55 plan, how much will they pay
$50 and the second payment must be made on the 17th before 11:59 pm central time
$50 and the second payment must be made on the 18th before 11:59 pm central time
$40 and the second payment must be made on the 17th before 11:59 pm central time
$40 and the second payment must be made on the 18th before 11:59 pm central time

26 What is the cost for the Cricket Gig feature that you can add on the $30 and $40 plan?
$5
$10
$15
$20
. How much does he have to pay to set up the extension?

is Cx paying for their monthly bill?

due to a network outage. How much would be the amount for a credit that could be offered for the inconvenience?

5 days before the new bill cycle date, enrollments or card updates should be done at least 7 days before the new bill cycle date
efore the new bill cycle date, enrollments or card updates can be done anytime before their new bill cycle date
ed, updates can only be done at the first 7 days of every new bill cycle
5 days before the new bill cycle date, enrollments or card updates can be done at any time before the new bill cycle date

nt to get the benefit/credit?

o activate their ACP
 their ACP on their CKT account
us the enrollment ID and we will set up their ACP
us the enrollment ID we send them our ACP invite and wait with them to fill out their information, once Cx fills it out we verify in Voyage th
us the enrollment ID, we fill out their information, once finished we verify in Voyage that their ACP has been set up.

om the day they activate the extra feature

data run out
om the day they activate the extra feature

Mexico and Canada

exico and Canada but can be added

and Canada but can be added

t back to the Cx bank

an how much is the reactivation fee

e reactivation fee

ee besides the discount price of the device itself?

eed to pay to activate a Bridgepay extension

a restock fee of _________

their payments and bills (Select all that apply)

ctivate it, how much would they need to pay reactivate it?

has CKT protect plus, how much is their total monthly bill

ld their first and second payment for BP be?

off the second BP payment?

an, how much will they pay for their first BP extension and when is their second payment due?
bill cycle date
ut we verify in Voyage that their ACP has been set up.
 Enter your Employee EID

Enter your Name

Enter your Trainer/TL's name

1 A customer with a $30 plan calls because he has no data, which of the following should we check first?
Coverage in Geolink
Torch
Usage on Voyage
cricketwireless.com

2 What should we check if a customer calls because he is unable to call Argentina after they had added the interna
Make sure Cx has the International feature already added to their line
Check usage on Voyage
Make sure Cx is using the correct dialing pattern to call Argentina
All of the above

3 What does the customer need when porting over?

Account number and pin from previous carrier
Account number and pin from previous carrier and a CKT Sim Card
Account number from previous provider, and the las four digits of their Social Security Number
Account number and pin must be assigned by Cricket before porting over

4 The following are true about mixed service after porting (Select all that apply)
Mixed services only occours if the previous provider blocks the porting
All services work perfectly fine right after porting and line has been activated
Mixed services for voice can last up to 4 hours
Mixed services for SMS and MMS can last up to 8 hours
Cx may experience mixed services for up to 24-48 hours after this time we can create a case

5 SHANE stands for:

Software, Hardware, Acknowledge, New Activation, Empathy
Software, Hardware, Account, Network, Experience
Software, Hardware, Acknowledge, Network, Empathy
System, Hardware, Account, New Activations, Empathy

6 The following are examples of a hardware issue (Select all that apply)
Cracked or Broken Phones
Device won't update
Water Damage
Power Charger Problems
Physical Buttons not working
Unable to make calls
7 What are the correct steps if a customer keeps having mixed services after the estimated time frame:
Power Cycle Device
Confirm account is active and payment received
Check provisioning status
Submit a case if necessary
All of the above

8 The following are examples of account issues (Select all that apply)
Reset pin/password
Can't make phone calls
Add a line
Data is very slow
Change CTN
Add or remove a line

9 What tool allows you to check network coverage?

Voyage
Geolink
Torch
ExpressPay
Online Order Tool

10 Which tool helps you troubleshoot devices? (Select all that apply)
Voyage
Torch
Exceed/Cricket Learning
Ozmo
Online Order Tool

11 Why would you recommend a power cycle on a device when perfoming voice troubleshooting?
To free up space on their phone
To re-register the device and reconnect it to the Cricket Network on the Cx side
To close all the applications on the phonr
To make the phone run faster

12 When would we use the TORCH tool (Select all that apply)
to get a customers voicemail pilot number
when they have an issue related to payments
when the issue is related to drop calls
when the customer needs to reset their CKT password
when the customer has slow or no data

13 What is a security feature/code that we can give Cx to unlock their SIM card?
a sim password
a PUK unlock code
 a personalized code
There is no security feature available to protect SIM cards

14 Which function will permanently delete all data from a device?

A power cycle
A power restart/reboot
A factory/master reset
There is no function to permanently delete all data from a device
we check first?

y had added the international feature?

time frame:
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Enter your Employee EID

Enter your Name

Enter your Trainer/TL's name

The price for the Unlimited Core plan is:

$30
$40
$55
$60

The price for the Unlimited More plan is:

$30
$40
$55
$60

If a customer wants to upgrade their device online the upgrade fee is:
$10
$15
$20
$25
There is no upgrade fee for online orders

If a customer wants to process their payment with Customer Care the processing/assistance fee is:
$3
$4
$5
$6
There is no assistence fee to process a Cx payment

When a customer has a multi-line account and their line is suspended for non-payment, how much is the reactivation fee?
$5 per line
$5 for the whole accout
$10 per line
$10 for the whole account
$15 per line
$15 for the whole account

When a Cx is making their payment through our website using the Quickpay option, how much is the processing fee?
$3
$4
$5
There is no processing fee when using Quickpay
When a Cx buys and activates a new device at a CKT store what will be the fees they will be paying for?
The price of the phone, $9.99 for the sim card, $25 for the activation fee, and the plan they choose to have for their services
The price of the phone, the sim card is included in the price, $25 for the activation fee, and the plan they choose to have for th
The price of the phone, $9.99 for the sim card, $15 for the activation fee, and the plan they choose to have for their services
The price of the phone, the sim card is included in the price, $15 for the activation fee, and the plan they choose to have for th

When a Cx wants/need to change their CTN what would be the cost for this change?
$9.99 for the new sim card, and $15 for the change
$9.99 for the new sim card, and $0 charge for the change
$15 for the change, a new sim card is not needed
$10 for the change, a new sim card is not needed

When a Cx wants to have the International calling add-on feature and be able to call mobile phones, what is the price?
$5
$10
$12
$15
$20

When a Cx Single-Line account gets suspended for Non-Payment how much is the cost to reactivate it?
$5
$10
$15
$20
There is no charge to reactivate a single line account, only for multi-line accounts

If a customer makes their payment through the IVR/Automated System, how much is the assistance fee
$3
$4
$5
There is no assistance fee charge, if the Cx is processing the payment themselves through the IVR

What are the correct prices for our CKT Protect and CKT Protect plus features?
$5 and $10
$4 and $8
$8 and $11
$11 and $15
$10 and $15

What is the cost of the Bridgepay activation fee for a Single Line account?
$5
$8
$10
$12
$15
There is no activation fee, the total bill is split into two parts customer only pays the first part

When a customer purchases a new device and will activate it online, what are the fees they will be paying for?
The price of the phone, $9.99 for the sim card, $25 for the activation fee, and the plan they choose to have for their services
The price of the phone, the sim card is included in the price, $25 for the activation fee, and the plan they choose to have for th
The price of the phone, the sim card is included in the price, $25 for the activation fee, and the plan they choose to have for th
The price of the phone, the sim card is included in the price, no activation fee, and the plan they choose to have for their servi
The price of the phone, $9.99 for the sim card, no cost for the activation fee, and the plan they choose to have for their service

When a customer has their lines cancelled on a multiline account, what would they need to pay to reactivate their services?
$15 per line to reactivate, plus their plan cost for services
$10 per line to reactivate, plus their plan cost for services
$15 per account to reactivare, plus their plan cost for services
$10 per account to reactivate, plus their plan cost for services
Once a line is cancelled a customer just has to pay for the price of their plan

If a customer wants to add extra Mobile Hotspot on their phone, what is the cost?
$5 for 10 GB of MHS
$5 for 15 GB of MHS
$10 for 15 GB of MHS
$10 for 20 GB of MHS

Now when you activate this plan includes roaming to Mexico and Canada, but does not have unlimited data
$30
$40
$55
$60
Only the unlimited plans include roaming to Mexico and Canada

What is the price for the restocking fee, when a Cx wants to return a device?
$10
$15
$20
$25
There is no restocking/return fee

If a customer bought their device from a retailer and wants to activate it with us through Customer Care what fees will they
$25 for the activation fee, and the plan they choose to have for their services
$15 for the activation fee, and the plan they choose to have for their services
$20 for the activation fee, and the plan they choose to have for their services
$10 for the activation fee, and the plan they choose to have for their services
No cost for the activation fee, will only pay for the plan they choose to have for their services

How much is the assistance/processing fee when a Cx makes their payment through the MyCricket App?
$0
$4
$5
$8
$10

When a Cx Multi-Line account gets suspended for Non-Payment how much is the cost to reactivate it?
$5
$10
$15
$20
There is no charge to reactivate a multi line account

This plan includes 5GB of data, unlimited calls, unlimited sms and mms
$30
$40
$55
$60
All of our plans have unlimited data

This plan has unlimited data but does not include MHS:
$30
$40
$55
$60
All of our plans have MHS

What is the price for a Cricket Sim Card?

$4.99
$5.99
$9.99
$10.99

This plan now includes HBO Max:

$30
$40
$55
$60
All of our plans inlcude HBO MAX when they activate services with us for the first time
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Enter your Employee EID

Enter your Name

Enter your Trainer/TL's name

What does AER stand for?

What does CTN stand for?

What does BAN stand for?

What does MHS stand for?

What does BYOD stand for?

What does SSO stand for?

What does ART stand for

What does KPI stand for?

What does NRS stand for?

What does BP stand for?

What does AP stand for?

What does SHANE stand for?

Whats does GTES stand for?

What does ACP stand for?

What does APN stand for?

True or False: A customer can unlock their device as soon as they have paid full price for it
TRUE
FALSE

True or False: To get the IMEI a Cx can dial *#06#

TRUE
FALSE

True or False: All of our rate plans have Unlimited Data

TRUE
FALSE

True or False: All of our rate plans hace Wi-Fi Calling

TRUE
FALSE

True or False: Customers can ask for a Bridgepay twice in one billing cycle
TRUE
FALSE

True or False: ExpressPay is used to see the customers Payment History and details regarding payments
TRUE
FALSE

True or False: Torch is used to make changes on the customers account

TRUE
FALSE

True or False: Geolinks can be used to search for coverage and reconnect the Cx signal
TRUE
FALSE

True or False: Voyage is the main tool for accessing a Cx information and making changes to their account and services
TRUE
FALSE

True or False: Autopay saves customers the assistance and provides Cx with a $5 credit towards their bill for single line acco
TRUE
FALSE

True or False: Multiline discount, is when a customer has several lines with the same rate plan on the same account
TRUE
FALSE

True or False: Group Save discount provides a maximum discount of $70 a month
TRUE
FALSE

True or False: The $30 rate plan applies to all of CKT discounts
TRUE
FALSE

True or False: a Cx can have an unlimited amount of lines on their account

TRUE
FALSE

True or False: We can recover CTN for cancelled lines up to a year without services
TRUE
FALSE

True or False: Cricket Protect can be added at anytime as long as it is a Cricket device
TRUE
FALSE

True or False: Only the $60 and $55 plans are elegible to have and add MHS
TRUE
FALSE

True or False: Customers can use their app to get their account number
TRUE
FALSE

True or False: Cx can use their app to process their payments

TRUE
FALSE

True or False: We can and should create username and passwords to help a Cx setup their CKT account
TRUE
FALSE

True or False: Bridgepay can be activated at anytime during a Cx bill cycle

TRUE
FALSE

True or False: Bridgepay pay provides Cx with a 7 day extension without service interruption for a partial payment
TRUE
FALSE

True or False: If a customer asks for a supervisor, we should try to deescalate the call at least 3 times before transfering
TRUE
FALSE

True or False: We can place a customer on hold for a maximum of 2 minutes and then we need to return and update them
TRUE
FALSE

True or False: If a customer forgot their pin, we can not reset it, we would need to send the Cx to the store
TRUE
FALSE

True or False: An account can remain in a cancelled status for up to 30 days before the number is recycled
TRUE
FALSE

True or False: A Cx can lower or raise their rate plan at any time during their bill cycle
TRUE
FALSE

True or False: We can not move a line to an existing account, Cx who no longer wants to be in a specific account will have to
TRUE
FALSE

True or False: We can assist Cx with troubleshooting with several issues such as: Dropped Calls, Voice mail issues, SMS or M
TRUE
FALSE

True or False: We need to have approval from our Support, Trainer or TL before we can create a case
TRUE
FALSE

True or False: We can unlock BYOD devices

TRUE
FALSE

True or False: If a Cx has Cricket Protect they can make as many claims as they want as long as their bill is paid on time and C
TRUE
FALSE