Enter Title

MOD CODES

100

What comment should you put on the comment 1 field when marking a saved subscription?

Amount saved

200

What mod code is used to cancel auto renew, change renewal flag or delivery code?

MOD PRO

300

Modified T or F. Perform MOD CUS from bottom (renewal future terms) to do cancel and refund for the subscription.

F. MOD CUS TOP.

400

What mod code will you use to process cancellation and refund for subscription below?

MOD CUS RFT (BOT)

500

What mod code will you use to process cancellation for sample below?

MOD PRO

Acct Maintenance

100

What is the country code for United Kingdom when updating the address for an international customer?

GBR

200

What information is needed when creating a new account?

Name, full address, email, phone number

300

What is the timeframe for check refunds?

4-6 weeks

400

TRUE OR FALSE. Verify by asking for death certificate when handling requests for deceased customers.

FALSE

500

What are the 3 ways to assist a customer who’s having website login issues?

• Walk cust through forgot password section on website.
• Send link to customer’s email for password reset.
• Send request via task for tier 2 specialist to send the magic link.

Basics

100

Modified T or F. NON is the reason category when opening a call in advantage.

FALSE – CALL

200

Where do you get the cross sell path when opening a call?

FIVE9

300

What does EWOF stand for?

EMERGENCY WEB ORDER FORM

400

We should ask for the customer’s email address and last name to search for customer’s account.

FALSE – email or ask for last name and zip code

500

What information will you put on Order Source field when creating a control group?

PHONE

Subs Info

100

True or False Customer’s auto renew is active

TRUE  (C means A/R with auto charge)

200

How does the customer receive the subscription?

Email only

300

What does A on renewal code mean? 

Auto-Renew with No Charge* (perpetual)

400

What should be the renewal flag when turning off A/R?

D

500

Identify 6 items that should be included in your notes

• Why cust called
• Name of subscription
• Actions taken
• Upsell offered
• Outcome of upsell / reason why no upsell was made
• CG initials

Invoices & Payments

100

What happened on the subscription last 4/21/20?

Billing Suspend (I/C/B)

200

What does I/P/C/D transaction type combination mean?

Cust was given a refund.

300

What is the screen in advantage that you need to navigate when paying off Billing Suspend? 

Invoices & Payments 

400

After locating the account, what is the next step when paying off billing suspend? 

Select Open A/R

500

T or F. I/C/B/C means subscription has been refunded. 

F.