Customer Profile
Icon selected to update the customer "bill to" address, phone number or email address.
What is the Green pencil.
Agents cannot process what types of payment in the Take Payment dropdown.
What is one-time check (bank) and check/cash payments.
Agents should only note accounts if a change has been made to the account. True or False
FALSE- Agents should notate every account accessed in the systems.
Types of support calls that do not need to be logged in the Cases section of Omnia.
Process for accessing customer's internet package.
What is expand the dropdown arrow to the left of the residential data line.
Area that contains Authorized user information.
What is Manage Authorized Users.
Purpose of the What's Changed function.
What is to compare last bill to current bill. Agents can quickly view if there was an increase/decrease in a certain section of the bill.
Name a typing shortcut to enter a comment on an account.
Process to view the cases that have been logged on an account.
What is "click the Open Cases dropdown" to view all the cases on the customer account.
Line selected to determine if the customer has a senior, military or first responder discount.
What is the Account Charges and Credits. Agents expand the active Account Charges and Credits to view any senior, military or first responder discount codes active.
Items verified on every call.
What is the security code, contact number and email address.
Area where agents can set a credit card to recurring.
What is the Take Payment dropdown>Credit Card. Recurring card option can also be accessed by the Automatic Payment toggle.
CCI is not the preferred in notes/comments. List a more detailed option for noting the caller on an Account Comment.
EX: Susan called in to inquire about late fee on her recent statement. Educated customer on due date, customer portal, autopay.
Cases are automatically sorted by most recent to oldest in the account. True or False
FALSE- The cases are current listed based on priority and not date.
Line selected to enter a change order on the customers data package or create a new case for a support ticket.
What is the residential data service line. Agents will right click for the change order or new case options.
Click on this to access additional details pertaining to the customer billing- such as payment history.
What is the account code/account number.
Quick way to access the customer cycle date.
What is "View Invoices" or "View Bill".
Omnia captures every event and list all account changes in the Account Comments. True or False
FALSE- Omnia does not list each change in the Account Comments. Agents should copy/paste work order comments that do not carry over and Case/Ticket notes in the Account Comments.
Agents can utilize an open case or re-activate a case to add notes if the customer is reporting the same issue within _ days under these conditions.
What is 7 days as long as the case/ticket did not have a truck roll associated with it.
Line selected to enter a Disconnect, Reconnect, Suspend or Non-Pay reconnect on an account.
What is the Service Location. Agents can right click to begin these order types. **If the option is not available, it is due to multiple Account Charges and Credit lines on the account. Agents must then put a check mark in the next to the ACTIVE Account Charges and Credits and the Residential Data Service lines, then right click on the Service Location line.
The orange address in the Customer can or cannot be different than the customer service address.
What is CAN be different. The orange address field is the "bill to" address.
PTP amount/dates can be found here.
What is Promise to Pay link.
Templates can be created and utilized in the Account Comments.
YES! Detailed templates of notes can be used in the customer Account Comments as long as they are updated with the customer details for the call/interaction.
Agents must _____ a case in the event the case is escalated or in the event of an outage.
What is QUEUE. All cases not resolved by an agent must be queued in the system. Cases resolved by an agent, must be cleared by the agent.
Line selected to view the customer's Plant Information to view the customer cabinet information.
What is the Service Location. Agents will right click on the Service Location>View Plant.