Offline tickets
Customer calls in they made a payment less than 15 minutes ago service are not working yet would this be an offline ticket
What is No-- services will restore within 15 minutes to an hour
What UCM ticket do we submit if a person is sent to collections and made a payment to clear out the balance?
What is Write off update/dispute ticket
GEN7242/HOW3822
-If a customer is wanting to upgrade their SIA internet to Spectrum 300 internet is that a Keep or a Transfer?
What is a Keep
What tool shows you what the customer are subscribed to
What is the entitlements Tool
If a customer receives a $ saver offer from retention, are they affected by the rate increase to standard pricing?
What is yes
(the $ saver off comes off the standard rate of service and if the standard rate changes so does the price)
Customer calls in they there is no store for 100 miles and are disabled and need to return their equipment would this be an offline ticket?
What is
What UCM ticket do you place for an account holder who has passed away and the caller wants to shut down the account?
What is deceased customer handling ticket
If a customer is wanting to cancel their spectrum phone service is that a keep or a transfer?
What is a transfer
What Tv package include JUST Abc, CBS, fox and government access channels
What is Limited basic
If a customer signs up for tv and internet bundled with a discount savings and decides to remove tv services, are they eligible to keep their previous discount?
What is no (the discount was tied to the previous services)
Customer calls in they want to downgrade their service to all local channels only would this be an offline ticket.
What is Yes downgrade to Limited basic
If a customer a customer is disputing a returned payment fee, wants spectrum to credit their overdraft fee from a payment that was taken, or a balance was deducted from their bank account but returned from spectrum what UCM ticket do we place?
What is
-If a customer is wanting to downgrade their spectrum tv gold or tv select to choice is that a keep or a transfer?
What is a Keep
What Tier provides National sports dedicated to a variety of professional and college sports
What is sports view
Where in CSG can you locate when a piece of equipment has been removed?
What is
What is the equipment history screen
Customer calls in to due to the account was coded for seasonal with home security and was supposed to get seasonal basic is this an offline ticket?
What is
Yes Seasonal correction
What UCM ticket do we submit if a customer is dispute a PPV/VOD charge on account?
-What is PPV-VOD research
If a customer is experiencing sudden internet and cable loss is that a keep or a transfer?
-What is a transfer
What main Premium Channels does spectrum provide?
What is HBO, Showtime, Cinemax, Starz, Starz encore, Epix and the movie channel
Where on agent OS can you see the future statements ledger details?
-What is the view ledger information tab or statements and ledger on the billing beta screen
Customer calls in and they are in their first month of services they were originally signed up for 100 mbps for $34.99 however they were accidentally upgraded and downgraded back to 100 at $54.99 would this be an offline ticket?
What is Yes Promo Correction
What UCM ticket do we submit to send a customer new cable remotes or return boxes?
What is Mail out request
Customer calls in and has spectrum internet but wants to take advantage of the spectrum mobile promotion is that a keep or transfer.
What is Transfer
What spectrum service is a customer subscribed to if they have a subscription for tv GOLD
What is
Where in Agent Os can you view emails that have been sent to a customer?
What is interactions