Accessing this tab will allow you to view how the customer uses their device.
Usage
Accessing this tab allows you to view a customer's device payment balance.
Device
What is Verizon Assistant?
A virtual assistant that retrieves information from resources.
Kenny has requested to remove an assigned Account Manager. What would you use first to bring up the proper resource, what would you send next?
VBOT, SMARTLINK
This can help you locate resources to support you with processing a transaction
VBOT
An unverified Account Manager is requesting to make some changes to the account. Which of the following is an OST available for you to consult prior to processing any requested changes?
Account Manager OST, Account Verification & Authentication - Consumer OST and Smartlinks OST
Accessing this tab allows you to view and change the customer's features.
Plan
What tab shows if the customer eligible for an upgrade, What recommendation is available to enhance the customer's experience, Does the customer have any pending equipment orders?
Device tab
What tab can you find current balance, past due balance, Is your customer's current bill higher or lower than his previous bill?
Bill Tab
This can help you identify what has occurred on the account in the past
Remarks
What is an Emulator?
A tool that duplicates the functions of one system using a different system; can be utilized for troubleshooting and customer walkthroughs
What is ACSS Help Files?
A resource that provides step by step procedures for using ACSS.
These can help you when promoting My Verizon (Where in ACSS?) total of 3 answers
Send Message, Smartlinks, Self Self Link from the Overview screen
When conducting Adaptive Authentication, what result in the customer receiving a Tokenized SMS instead of Push Notification?
The customer doesn’t have the My Verizon app downloaded.
What tab can you find the following: plan, customer bill cycle date, account managers name, and the customers journey
Overview
What is an OST?
An online resource that provides core reference content, such as promos, plans/products, equipment, policies and procedures.
Accessing this tab allows you to view the last time the customer logged into My Verizon.
digital
Accessing this tab will allow you to view if the customer has a past due balance.
Bill
What is an Inquiry Guide?
A tool that prompts the user to make selections to receive guidance on how to support a specific need/request.
What tab can you find the following: What types of data does the customer use most frequently, What is the customer's network experience like and What was the customer's data usage in September?
Usage tab
Which tab shows When did the customer change his password? What happened before he changed his password?
Digital tab