BlackBerry Switchblade Weekly Assessment

1.

1 point

Customers who are calling beyond the 14 days from the date of activation, non-BlackBerry 10 users and have a BlackBerry device active in a country not in North America, you are to create a ticket and support them.

True

False

2.

1 point

If customer is calling about his BBOS device, you are to create a ticket and support the customer as normal.

True

False

3.

1 point

How can you determine if the device is active in North America?

Asked the customer where he/she purchased the device.

Contact the carrier and ask if the device was activated in North America.

Ask the customer to check the receipt.

Enter the PIN into BASC to see the carrier it is attached to. Then, click on the carrier to find the details in BASC that shows the country that carrier is in.

4.

1 point

True or False. We can check if customer is within 14 days of activation by entering the PIN in an existing RET serial number and review the PIN first seen field.

True

False

5.

1 point

Mr. Cooper activated his device back on January 15, 2014. He called us on the 30th of January 2014 as he’s having a problem synchronizing his contacts and calendars to his Outlook. Do you think Mr. Cooper is still eligible for direct support?

True

False

6.

1 point

If customer calls in and 14 days from that date of activation has past then they are not eligible for support.

True

False

7.

1 point

If the customer is calling on a non-BlackBerry 10 device, what are the possible speaking points?

You can also take advantage of our fee based support where there is a team of internal technical expert ready to assist you.

All of the above.

Our records indicate the device PIN you are looking for support is not a BB10 device, for support with your device please follow-up with your wireless carrier.

There are also a number of self service options that you can find on.

8.

1 point

Select all that apply. What are the things that you have to validate before supporting BlackBerry 10 users who call the Switchblade line?

Clarify that the customer is calling in on a BB10 device.

Clarify that the customer's device is active in North America

Clarify that the customer is within 14 days of activation.

Customer can pay IBS.

9.

1 point

A Switchblade line that is being provided to customers who purchased a BlackBerry 10 device.

1 877 644 8410

1 877 552 5532

1 877 255 2377

1 877 644 8405

10.

1 point

BIBS exception is still applicable if customer is code red even if he/she is no longer eligible for support.

True

False