1) What do we check for first if someone wants to add a financially responsible party? a) Nothing, we add them b) That it is within 90 days from Move-In c) Check if they are already a BP d) b & c 2) Where do we add an authorized party? a) Contacts and BP to CA Relationships b) Nowhere, anyone can access anyone's information c) Only Contacts d) Under the CA 3) What is not included in More Fields? a) Service Requests b) Contacts c) Relationship d) Last 10 Interaction Records 4) _________ refers to the individual unit where the service is provided. a) Connection Object b) Installation c) Premise d) Device 5) ___________ in addition with the Premise equals the service address. a) Installation b) Connection Object c) Device d) BP 6) The Collections Fact Sheet includes the following tabs, Open Items, Dunning History, Installment Plans, Promise to Pay and __________. a) Correspondence b) Pledges c) Locks d) Payment History 7) What is not listed under Identification Numbers? a) Social Security Number b) Phone Number c) State ID d) Tax ID 8) You can find detailed information about all line items in this sub-work center.  a) Account Balance Overview b) Account Display c) Account History d) Collection Fact Sheet 9) The total balance for the account listed under the Account Balance Overview is ___________. a) Open and Payable b) Amount Due c) Balance d) Open Amount  10) Dunning Locks can be set for which situations? a) CAC appointments b) BP can pay in a few days c) a & d d) Temporary Medical Waiver 11) The Document Reversal sub-work center is used to ____________. a) Return to sender b) Reverse late charges c) Refund a deposit d) All of the above 12) Where do you change the LPC End Date?  a) Utilities Contract b) Incoming Payment Method c) Contract Account d) Collections work center 13) A BP wants to cancel their PIPP, what needs to be done?  a) Create a clarification case b) Go into PIPP work center and cancel c) Tell the BP to contact CAC d) Create a Case 14) Which is not listed under the Payment work center? a) Real Time Payments b) Late Payments c) Batch Payments d) Payment History 15) A customer wants to know about a payment they made. Where should you check first? a) Payment History b) Real Time Payments c) Account Details d) Batch Payments  16) What CSS screen is Bill District Details most like? a) MNSP b) MNRD c) MNPS d) HSRD 17) If there is a balance on a new address what needs to be done?  a) Move in the new BP and let them worry about it b) Create a case c) Click the Lexis Nexis button d) Click Check Data 18) When can a front office agent back date a move-in?  a) Never, a clarification case needs to be created for the back office  b) Whenever the BP needs to have it backdated c) If it was our error with admin approval d) Every time we create a move in 19) A service order can be cancelled up until the status is __________. a) Ready for scheduling b) En-route c) Assigned d) Scheduled 20) What tab do we access when canceling a service order? a) Header Data b) Planning c) Enhancement d) Additional Data 21) What sub-work center can the MRU be found? a) Account Display b) Premise Overview  c) Meter Reading for Premise d) Display Installation 22) What is an internal document that includes charges and tariffs determined by the consumption period? a) Billing Document b) Contract Account c) Contract d) Invoice Document 23) Where can you find if someone is Joint Invoiced?  a) Utilities Contract b) Billing Document c) Contract Account  d) Billing Overview  24) What is NOT a column in the Account Display sub-work center?  a) Receivables b) Payment Lists c) Down Payments d) Pledges 25) What is NOT a PIPP indicator? a) Processing b) Active c) Expired d) Pending 26) What is NOT a true statement about Installment Plans in SAP? a) BP cannot be on autopay b) Conditional amount is not counted as an installment  c) Installment plan is split to the penny d) All true statements 27) What fields can be changed in the Header Data for Service Orders?  a) All fields can be changed b) Dates c) Priority d) b &c 28) What sub-work center can we find the Clearing Document Number? a) Account Details b) Account Display c) Business Partner Overview d) Payment History 29) What sub-work center can you find the Billing Document Number?  a) Billing b) Bill Details c) Account Details d) Usage and Bill Information 30) Where should a BP's phone number be updated? a) Additional Phone Numbers b) Identification c) Notifications and Preferences d) Business Partner Overview 31) What is not a column listed in the Account History sub work center? a) Due Date b) Amount owed c) Lock d) Usage 32) What does the General Ledger Account tab provide? a) Financial transactions b) a & d c) Lock on the account d) Record Accounting Data 33) Which tab can you find a detailed or compressed list of payments and returns within the Account Balance sub work center?  a) Payment Lists b) Totals c) Receivables d) Chronology 34) What is not a status you will see for a pledge? a) A - Active b) C - Cancelled c) P - Pending  d) F - Failed 35) A BP made a payment to the wrong CA. What should you do first?  a) Tell the BP too bad  b) Reset cleared payment c) Call admin for a refund d) Debit/Credit transfer 36) What can you NOT search by for premise? a) Contract Account b) Device c) Phone Number d) Premise ID 37) What alert is NOT shown at the top of the Identification screen? a) PIN Number b) Past Due c) Bankruptcy d) Landlord Agreement 38) What is not a sub work center under the Quick Links work center? a) Kubra b) MOM c) Auditors Website d) Experian

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