Salesforce Processes
What's the priority for Partial Cancellation Cases?
P3
Where can you find the Account Canceller?
Under the Assigned Number on Salesforce.
Who processes Full Cancellations ultimately?
Accounting
How long must we wait for a customer to respond to our cancellation surveys?
3 days
What's the case status we must keep cancel cases on?
FOLLOW UP CUSTOMER OPS
When processing a cancellation, what Cancellation Status must I choose in the Account Canceller?
Pending Cancellation.
Services to cancel:
Reason/Concern:
Offer:
Offer accepted/declined:
Mention one Not Actionable Cancel Reason.
Our Business Strategy Changed.
What must be the correct subject line for cases where a customer wants to terminate their account completely?
FULL CUSTOMER CANCELLATION
When the cancellation request comes from a customer, what are the 2 possible cancellation reasons I can choose from?
Customer Request: Block Immediately
Customer Request: Block on Cancellation Date
What must we do when a cancellation MRC is => $100?
Chatter your Shift Manager for approval.
Mention 2 Actionable Cancellation Reasons.
Pricing Billing Related
Found another provider
Technical issues
Other
What's the correct Request/Issue for Full Cancellations?
Customer Retention
If a Managed Number has several Assigned Number instances, how do I identify the one I'm looking for?
Identify the customer to whom the number was assigned.
Locate the Assigned Number without a cancellation case.
When should we add information to the General Reason field on SF?
When the cancellation MRC exceeds $100
What do we do when a customer wants to cancel due to technical issues?
Where in SF do we add the total amount of the services to be canceled?
Case MRC
How do we schedule cancellations to take place on a future date?
You set a future date in Pending Cancellation Date
When taking cancellation requests over the phone, what security measures do we need to take to make sure the request is valid?
Make sure we are talking to an authorized contact.
Ask for any sort of validation such as the amount of their last invoice, their billing address, etc.
What should we offer to the customer when they want to cancel due to pricing?