Slack
What slack channel can you give someone a positive shout out in?
#high-five-fridays
What tab in Nats can we see players general information
Punter details
You can find these two categories of promotions in the share point.
sports and casino
What is the KA # for password reset process?
2836
TRUE or FALSE
If an agent sees "NO" in red in NATS for Goodwill Enabled, it indicates that you cannot take any action regarding goodwill on that account without the supervisor's permission.
TRUE
What slack channel do we use for our training class?
New Hire Wave 11
What tab in Nats do we log an changes made to an account in?
Audit
What is the current case handling time for the Payments team?
4-6 hours for SF cases
Average time for withdrawals: 2-4 hours
If a player wanted to update their unity account, what KA would you follow?
TRUE or FALSE
For Illinois Non-licensed agents can tag @indianasupport in the cs-promo-contact awareness channel for assistance with account changes in real-time.
FALSE
tag: @illinoissupport on the cs-customer service-escalations slack cjannel
What slack channel is used to escalate a players concerns?
cs-customerservice-escalations
What tab in Nats can we reset a players password in?
punter details
What is the title of the share point sit that we use?
Sportsbook Ops and Customer Service Team Site
What is the title of KA 3010?
Deposit and Withdrawal General Infomation
For a compromised account after suspending the account which Escalation Macro in Salesforce would you use?
Compromised Account- Player Initiated Macro.
What slack channel do you post good morning/break/lunch/goodnight in once on production?
HRD-CS-ROCKSTARS
In what tab and section can we view a players promotions ?
punter bonus
Besides the sports op inc. tracker in share point, where else can CS agents see and update to markets from our Trading team?
slack - #ops - announcements
What KA can I find a directory for POV articles?
TRUE or FALSE
Every attempt should be made to resolve the player’s concern (Three total times) for player complaints.
What is the KA ?
FALSE Two attempts KA 2947
What slack channel do you post any promotion related concerns in?
cs-promotion-contacts-awareness
What tab in Nats can we find a players deposit history?
Transactions
When did the Playtech Sweepstakes end for Casino?
9/9/2024 11:59 PM
According to KA 3687, what is the KA number for attaching a Knowledge article
KA 3589
NATS account status Suspended No-Cashier means?
What do you tell the player?
A New Jersey Player has failed 5 deposit attempts within 10 minutes. Payments and Fraud must review the Player's account (NJ Regulation).
Advise player that their account is under review and they will be provided an update within 24-48 hours. Escalate to Payments and Fraud via the NJ Five Failed Deposits Macro.