NHO
What are our 4 player archetypes?
Enthusiast
Loyal Fan
Weekend Warrior
Professional
What is the KA # for our acronyms?
#3175
Chiefs -800 / Dolphins +100 ... Which is the Underdog and which is the Favorite?
The Dolphins are the Underdog (+) and the Chiefs are the Favorite (-)
What tab are we clicking on to see the players casino play?
Casino History
What is the KA # for the POV Directory
#3689
What is the name of the system we use to clock in and clock out?
ADP
What is the KA # for authentication?
#2773
What is the KA # for Bet Rejection Reasons?
#3752
Which tabs can you search a player's BET ID in?
What is the easiest way to search the house rules? (button function)
Ctrl F
What is our main source of communication with peers at HRD?
Slack
What 3 pieces of information must we authenticate for a password reset on a locked account?
Date of Birth
Last 4 digits of the Social Security Number
Payment method or last deposit
Type of bet based on the number of points the Favorite must win by or the Underdog must lose by less than this amount, tie, or win the game.
Spread
In NATS, which states will make the player's KYC status as "Enhanced" once verified?
New Jersey/Tennessee/Michigan
What must your emails contain?
Branded Opening, Acknowledgement statement, Soft Skills (Empathy), Resolution, Branded Closing
Name the 6 customer operation roles we have here at HRD.
Due Diligence / Verifications
Vip
Anti Money Laundering
Payments and Fraud
Customer Service
RG
How many states are we currently live in? What KA # tells us this?
10 States - KA 3315
Type of bet when you can wager on a player to achieve or perform a certain result.
Prop Bet
What tab can you see a players average bet size?
Which Case Reason Level 1 and Level 2 would apply for a Player that needs assistance with getting their bet settled after a game has ended.
Level 1: Betting Queries
Level 2: Settlement Delay
Where can you find your People ID #? (Which app and what section)
HiBOB - Profiles - Engagment
What is the definition of 2FA? What is the KA # that shares the internal process for managing it?
Two Factor Authentication - another security measure where the player is sent a text message code for authentication.
#2877
Which type of bet is displayed as System_# on NATS?
Round Robin
What two pieces of information do we use to find a Player's account?
Email Address and the NATS ID
What are the 5 mandatory case steps?
Contact Details
Case Reasons
Subject
Attached KA
Internal Notes