Day 1
Agent toolbox
What is Okta
Not AI
Who is Kaley
Also known as Order Number
What is Transaction ID
Used to indicate that an email has been replied to
What is Closed-Solved
What is AWS
SVP of Operations
Who is Jessica Nielsen
Product purchase, Plan purchase, Claim submission
What is customer actions
Indicates the vertical or type of product
What is Plan Category
Email type worked within your scope
What is Customer support, Reguard CS, and Shipping protection
Extend Mission statement
What is "To protect the products people love and use everyday".
Determines the start date for Base Coverage
What is Manufacturer Warranty
Intake, Adjudication, Servicing, Fulfillment
What are the four phases of an approved claim.
Claims default quick filter
What is Action Required
Required to authenticate the caller
What is phone number, email address, shipping address, and full name
Extend North Star Experience
Peace of Mind, Fast Friendly Claims, Rapid Fulfillment, Working Products
Value add for merchants
Proprietary protection programs, optimized performance, enhanced revenue channels, great customer experience.
What is Product Replacement
Indicates how the claim will be resolved
What is Service Type
Untangl's other name
My bosses boss
Sherry Hesek
Extend Core Values
What is "Win together, Wow every customer, Think big and drive change, Embrace transparency and earn trust, Control your own destiny."
Used when there is a stain on tables
What is Onsite Repair
Steps taken if Kaley denies a claim that should be approved
What is
Research claim
Inform a TL and get permission
Aux code we DO NOT USE
What is Outbound Preparation
Other names of TLs
Sarah, Clif, and Brandon