OneNote
What tab provides details on cases to escalate?
Cases to Escalate
How long is our lunch break?
65 minutes
This search is used to find an application with the consumers email address
What is Consumer search
This is the Subscriber management search that provides enrollment details for internet.
What is ACP subscriber Management
All employees are required to immediately report..
Threats or crimes to our people, places and property.
This tab contains step by step instructions on how to perform an application search in SNOW
Application search
What are the three steps for reporting an early departure?
Report in "request more emails" channel that you are "clocking out, please reassign emails"
Call the attendance line to report your early departure
If you need to discuss medical conditions or symptoms for your absence or low performance - please reach out to leave administration.
This tab is used to search a consumer's application with PII
What is Application search
This is the Subscriber management search that provides enrollment details for Phone service.
What is Subscriber management
An email reads " No more cuts | New & Improved SkinGuard." Is this a threat or spam?
Spam
What tab provides a break down of ACP and Lifeline applications?
Types of applications
What is the name of the policy that has guidelines on how to properly track your time worked?
What is time recording policy
This homepage give access to all the KB articles in SNOW.
What the Knowledgebase
What tab on NLAD contains the tribal lands eligibility verification search?
What is Tools and Resources.
Why is it important to report a threat?
( This question has two answers)
To minimize the impact of disruption and provide safety to employees, contractors, and stake holders.
What is the name of the tab that contains the following information " The stakeholders email address handle is the name of a service provider. Example first.last@verizon.com"
What is service provider emails.
What date did the new customer service expectations go into effect?
February 3rd 2023
USAC provides up to date changes on this Knowledgebase every Friday.
What is Weekly Updates
This look up is used to Confirm if a subscriber is eligible for a device.
What is device eligibility look up
What are two indicators that an email is a threat?
1. If the email mentions self harm
2. If the email mentions harming someone/something else.
This tab has a snap shot of rejection reasons
What is lifeline email handling/Error Codes
What are the four low or zero tolerance behaviors?
1. Inclusion of PII
2. Deleting emails
3. Unprofessional Behavior
4. Resolving with out a response
This knowledge base provides Lifeline Templates
What is Email Processes/Templates
What is the search process if you receive a "Multiple subscribers were found using this search criteria. Search again using more subscriber information or use Subscriber ID/Phone Number." Error?
(This question has two answers)
Searching with the consumers phone number. If we cannot find enrollment with the phone number, we use the Detailed subscriber look up.
What is the agent process for handling threat emails?
Notifying leadership of the threat and escalating the case to BPO tier 2.