NHO
What are our 4 player archetypes?
Enthusiast
Loyal Fan
Weekend Warrior
Professional
What is the KA # for our acronyms?
#3175
(T/F) Players are not automatically enrolled in Legendary Reward Drops and Unity upon creating their account.
False - Players are automatically enrolled in Legendary Reward Drops and Unity upon creating their account.
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?
Kronos
What is the KA # for authentication?
#2773
What tier is "invite" only?
Signiture
What tab can you search a players BET ID in?
What is the easiest way to search the house rules? (button function)
Ctrl F
What is the phone # to our production call out line?
786-743-9815
What departments provide handle time frames in our Sharepoint?
Due Diligence
Payments
Casino Operations
Loyalty status match is available for players in all states except New Jersey
Loyalty status match is available for players in all states except Florida
In NATs, what type of BET TYPE is SYSTEM_#?
Round Robin
What must your emails contain?
Branded Opening, Acknowledgement statement, Soft Skills, Resolution, Branded Closing
Name the 6 customer operation roles we have here at HRD.
Due Diligence
Vip
Anti Money Laundering
Payments and Fraud
Customer Service
RG
Who is the licensing manager for HRD?
Michelle Heyboer
For escalations Escalate via Slack to #cs-customerservice1-escalations.
Escalate via Slack to #cs-customerservice-escalations using the workflow.
What tab can you see a players average bet size?
What must you do to close a messaging session?
Close out the TAB, by clicking the X
Where can you find your employee ID #? (Which app and what section)
HiBOB - Profiles - Engagment
What does 2FA mean? What is the KA #?
Two Factor Authentication - another security measure where the player is sent a text message code for authentication.
#3155
Every Thursday around noon, HRB will give Players a Rewards Drop that corresponds with their Level as of 11:59PM, the Tuesday before.
Every Thursday around noon, HRB will give Players a Rewards Drop that corresponds with their Level as of midnight, the Wednesday before.
What personal information can YOU change on a players account in NATS?
What tab is this located in?
Change email address, mailing address
Punter Details
What are the 5 mandatory case steps?
Contact Details
Subject
Case Reasons
Internal Notes
Attached KA