Let's see what you know
What are the 3 search options on Liberate?
Double Points if someone in your group is wearing red
Quick Search, Customer Details Search, Advanced Search
Which of the following is NOT a valid reason for issuing a refund to a customer?
Customer has an outstanding balance on their account
What does Flow bill customers for?
Monthly rental, based on usage, and one-time charges
What happens if a customer's service is installed on the 13th and their bill is generated on the 5th?
The bill will reflect partial rental for the period from the 13th to the end of that billing cycle, and the full months charge
What is required to initiate a payment plan?
50% initial payment of the total balance
plus 500 if someone in your team has curly hair showing
A customer calls in asking for help with their account, but they do not remember their account or service number. They provide their full name and mention they have both internet and landline services. How should the agent search for the customer's account in Liberate?
Use the Customer Name Search on the Customer Details Search tab.
How often can a customer apply for the Vacation Plan?
Three months and
Once per year
What information must be entered at the “Service Order” Band?
Department, Site, Application Source & Salesperson
What should we look for to determine which site the customer’s service was raised in?
The 'PEL' order
A customer calls in requesting a payment plan because they are behind on their payments. What steps should the agent follow to initiate a payment agreement in Liberate?
Access the Credit Control option, and click on the Create Payment Plan tab to create the agreement.
A customer calls in asking to check their bill, but their latest bill has not yet been printed. How should the agent assist the customer in viewing the bill in Liberate?
View the interim bill via the Account Details tab on the Dashboard.
A customer calls and reports that their service was installed yesterday, but they are unable to use it. Upon checking the account, you see that the service is in the "Allocated" state. What is the most likely reason for the issue, and what should you inform the customer?
Double Points - If someone in your group is very tall
The service is not yet activated, and the work order needs to be completed.
A customer calls and complains that they are unable to make any calls or use the internet, but they can still receive calls. After checking their account, you find it is in a "Barred" status. What should you explain to the customer?
Their account is barred due to exceeding their call monitoring limit or unpaid bills, and they will need to clear the balance to restore full service.
An agent successfully enters the request for an additional Set Top Box, but they want to ensure the order is complete. What steps should the agent follow to confirm the service order has been processed?
Confirm the service order has no completion date and that the department is installation.
A customer has made a payment to restore their landline service after it was disconnected for non-payment. However, they still cannot make calls. Which switch command should the agent use to restore service if the previous request to reconnect has failed?
ROSB
How many additional mobile numbers can be added to the customer's Ya'ad and Road account?
Double points if someone in your group hair is blonde
Three (3)
What is the primary purpose of a service order in Liberate?
To create, amend, or cease products and services on a customer’s account
Tripple points if someone in your group is 21/22 years old.
Which type of service order is automatically transferred from the sales department to the billing department for completion?
Record Orders
A customer called in and requested a Promise to Pay. The customer’s account is in “B” status, and they are seeking a 30-day extension on their payment. However, this customer has already had two voluntary PTPs applied within the last 12 months. How should the agent proceed with this request?
Deny the request and require the customer to pay the full balance.
What is the SLA for ACUT Tickets?
24 hrs to be contacted, 7 days to resolve
What must be verified and updated before processing a refund request? (Multiple selections required)
Customer's billing address, Customer's contact number and name
A customer had their landline service installed on April 10th. Their billing cycle runs from the 1st to the 30th of each month, and their monthly rental is $600. Their first bill will be generated on May 1st. How will the customer’s first bill be calculated?
Prorated charge for April 10th to April 30th and full monthly rental for May 1st to May 31st
Jason called on April 6, 2026 to report a loss of service and was given ticket #2026040609083456. He called back on June 30, 2026 to report that his services were restored and to request a rebate. If he has Internet Extra and TV Watch All Extra and receives his bills on the 22nd of each month, what would his rebate amount be?
$38677.83 + GCT
Jason called in to sign up for Internet Extra and TV Watch All Extra on March 10, 2026. He got his services installed on March 13, 2026. If he gets his bills on the 22nd of each month, what will his first month’s bill be?
$9621.81
Jordon, 331718580000, called in requesting a bill explanation as he received a bill of $15773.43 and his normal monthly bills should be $8038.75. Why was his bill so high?
He has outstanding balances from the previous bill.
Quadruple points if you can get this correct
What is the Query Code for an Loss of Internet service rebate?