Ticket Status
Ticket Corrections
Customer Approval
Ticket management
Resolving a case
100

What status will a newly assigned case be received as?

Assigned

100

What is a backdate request?

Request of forgiveness on a corporate case that does not meet the deadline. Exceptions apply.

100

What is another term used for the "Customer Approval" process?

Customer Consent

Consent Decree (hardly)

100

What is the worklog used for?

Houses all your updates to your case

100

What is the recommended resolution practice when selecting your drop downs?

Select from the category

Select from the subcategory

When in doubt, use key word search

200

When your case is marked "incomplete" what would be the expectation?

additional information is needed - update as directed

200

What status should your case be in prior to submitting a backdate request?

Closed

200
What is a capture requirement for CA cases?

Screenshots of the approval status and Disputed resolution (copy & paste or screen capture).

200

Are there restrictions on how you use the worklog?

No - this is your space to add any and all information you need. 

200

In the review process, name 3 items the reviewer looking for? 

Use Full sentences.

Dates written out or in 'xx/xx/xx' format.

Amounts in $xx.xx format

Proper grammar

No company jargon or abbreviations

Telling the story based on what is provable by company record.

300

What does it mean when your case is in ESL QA

Pending Corporate review and closure

300

What options are available for corrections? name 2

Reassignment requests

Backdate requests

Call back removal requests

Incomplete removal requests

300

What drop downs should be used for cases that are CA?

Drop downs with the "CA" ahead of the description.

Note: these are not to be used for any other case type

300

What is this date format "xx/xx" used for?

Next action

300

If you are unable to make contact with a customer and the issue is billing, how do you close this case?

Resolve with a no response/resolution letter

All billing cases require a response, since customer contact is not needed to investigate.

400
How can you tell the difference between a Corporate case and a Local Case?

Corporate column will say YES when corporate and NO when local.

400

Ticket corrections can only be submitted for what types of tickets, corporate or local?

Corporate tickets only

400

When you are unable to confirm consent and the disputed item is included into a package, what would be expected (per the dispute cheat sheet)?

The full package amount would be required for credit.

400

Regarding additional issues, if it is mentioned in the complaint details but not by the customer when speaking with them, will you be able to get the additional issue removed?

No.

If it is mentioned, you will be required to speak to it.

400

When making your selections in the drop downs, which option should be avoided or used as the last resort?

"Other"

(other - allows for manual type in)

500

When you are working a case, what will be the status of the case until you are ready to resolve it?

Pending On

500

What are the scenarios that a backdate would be allowed? name 2

Delays due to Corporate reassignment 

Pending Refund confirmation

Pending Value Add confirmation

Scheduled at customer's convenience?

Delays due to another team (Dual)

500

Do you recall the reason why CA was enacted?

To assure customer awareness and acceptance of changes to their account. This safeguards the customer and the company.

500

When going OOO, what is the recommended best practice?

Include all relevant details into the case (attachments included)

Email your leader with a list of what tickets need attention, current status and next actions.

Make case selections (drop downs and resolution details)

Do not "resolve" simply save and return to case

500

What is the best practice prior to attempting to resolve your case?

Housekeeping! Assure that all records are up to date and included into your case. 

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