UCM
What two tabs in OS can you access UCM
Billing and Tools
What is the first step to place an order (after pressing ordering tab)
change of service
Where to find what equipment is on the account
Repair tab, scroll to devices
What is the pathway to put in a credit for more than $25
Billing-OTL
What are the TV plans for SPP4
select Platinum, select +, select, choice, stream, mi latino, latino stream ,basic
Where can you find a tracking number
interaction-email
repairs-work orders
What is the UCM needed if a family member calls in to close an account after account holder has passed?
Account management -deceased customer handling
If caller is on spectrum ultra and is calling to reduce billing what is an option that you would have
repackage to SPP4
What steps to find what package a channel is included in
tools tab-SET (spectrum entitlements tool)
billing-channel lineup and packages
What is the pathway if a disabled customer calls in and needs a tech to come pick up the equipment
billing-offline equipment-SRO for equipment pickup
What would be the beginning steps to change the selected channels in TV Choice (ex:if a cx wants to remove USA and add the Weather Channel
change of service -next-configure-
What's the first thing you should press after you authenticate each account
Contact Count