What's New or DYK
Do you need to request an “Authorization to Change Credit Card or Electronically Transfer Funds by West Acknowledgement Email” template to a non-Payment Express customer if they need to stop their Auto-payment arrangements? Yes or No?
No.
Can a CS Frontline fix a wrong Online Subscription Proforma Invoice? Yes or NO?
Yes.
If the Monthly Proforma Bill Plan amount you calculated is wrong on the Proforma Invoice, click the gray indicator button located to the left of the line Item number to highlight the line.
Click the Conditions icon.
Locate the CnTy column.
Locate the line with ZMN2 listed in the CnTy column.
Enter the correct Monthly Proforma Bill Plan amount you calculated without tax in the Amount field for the ZMN2 line.
Click the Enter icon.
When changing the existing Non-refundable Reason Code to the corresponding Refundable Reason code when processing open credit refunds, OP (overpayment) must changed to what code?
RD
PC
RO
RP
RO
When warm transferring a call to SRT we should refrain from using the words “cancel” or “cancellation” with the customer.
True.
We should say "Hi Customers Name, I have Employee Name on the phone from our Subscription Services team. He/She will be able to help you make changes to your subscription(s).”
Give 3 names of the employees that celebrated their 10th year with Legal CS?
Zarah Artieda
Karen Conopio
Majai Feria
Rhoyce Ramos
What is the SLA for unsuspending an acccount?
SLA is 3 hours.
Once we have successfully generated and sent a credit memo, we should create a Service Cloud Case and tag the Case with (what hashtag?) in the Posting area.
#empowerment
Which of the following Credit Refund Reason code can be processed the CSRs?
RT
PX
CN
PP
PX
The Where Should This Call Go guide (which is linked on the Resource Page) is updated with all the new TTEC extensions where appropriate.
True
What type of contact do we add in the account whenever we set AutoPay/Auto-EFT?
Contact 26
We need a request in writing in order to update the credit card expiration date. Yes or No?
No
Is there an Add Row option on the Proforma Form?
When there is Multi-year Pricing (MYR) that needs to be reflected on a Proforma invoice, you can use multiple rows to detail out the pricing information.
If you answer YES to ‘Additional MYR Pricing Effective?’, use the ‘Add Row’ button to add an additional row to the form.
Did You Know-Proforma Form Tip sent on 10/19/2019.
When creating a credit memo for the customer, the Transaction Code to be used in SAP Easy Access screen.
ZCRED
ZPDF
ZENT
VA21
1. ZCRED
We can still use CSS to submit forms?
False.
All Form Receiver Groups have fully transitioned to Service Cloud to receive workflow
Did You now-Do not user CSS Forms
When requesting for Prepaid Return Label, what is the maximum number of delivery numbers allowed in in the Delivery number Field?
3
Source: Did You Know-Prepaid Return Label
Date: Feb 24, 2019
What's the SLA for requesting and processing Prepaid Return Label?
1-2 business days
To create an online and non-online sub Proforma invoice in SAP, the transaction code to be used is:
ZPDF
ZSUB
VA21
VA08
VA08
Can we still create a credit memo if the Item Description Field is Blank? Yes/No?
Yes.
Follow Part 3: How to I Create a Credit Memo when the Item Description Field is Blank?
Page 20.
As of September 3, 2019:
We are extending the amount of time for the reinstatement of services from 30 days to 90 days.
True
What's New: Reinstatement Requests for Credit Lapse
Date: 10/11/2019
If Frontline CS submitted a billing dispute, how long can AR delay their collections activity?
10 business days
What's the Payment Term set for accounts on Payment Express?
0001
When creating a Non-Online Sub Proforma Invoice, what is the mandatory message in the Invoice Notes field?
"PRICING AND TAX SUBJECT TO CHANGE”
What do I do if the Customer Emailed or Faxed a Payment Request Containing Credit Card information?
Do NOT process the payment
Delete the customer’s email
Send the Emailed/Faxed Credit Card Payment template
ALL OF THE ABOVE
4. ALL OF THE ABOVE
You need to switch to SalesForce Classic to pull up the account then submit the Change Request when a name or address is listed in Salesforce differently from that of what’s listed in SAP.
True.
Did you know-Name & Address Change in Salesfoce sent on October 24th.
If a Net-30 customer has paid past due in full and needs service unsuspended, they no longer need to be transferred to AR. What should Customer Service Representative do?
Best practice is for Customer Service to take payment to settle past due and e-mail suspensions.c2c@thomsonreuters.com requesting to unsuspend account.