Back to Basics
A technical one-off request or report customization document for tech support
What is a Runbook?
BDOM
What is Billing Date of the Month?
A customer is upset that their bill is higher than the previous month.
Who is Customer Service and Billing?
Intermedia Customers are surveyed on how our company’s doing.
What is a NPS Survey?
The process to transition ticketing system to Oracle.
What is Project Titan?
The portal used to export The Customer Case Summary Report
What is HostPilot?
DID
What is Direct Inward Dial?
I have an exchange issue and I need to work with someone quickly.
Who is Technical Support?
You are creating a Case Review and you need to pull the data.
What is a Customer Case Summary?
Storing data from your local machine to the cloud
What is SecuriSync?
Information a revenue snapshot provides
What are MRR growth and trends?
FOC
What is Firm Order Commitment?
Partner wants to bring on a new customer that isn’t currently with Intermedia.
What is engaging with the Onboarding department?
You would do this when receiving unsolicited emails.
What is the security/phishing team?
This product allows you to chat and start a meeting
What is Unite/Elevate?
Be early, make sure everything is technically correct and turn off cell phone
What are best practices for executive presentations?
LNP
What is Local Number Portability?
This group helps move existing telephone numbers to Intermedia.
Who is the porting team?
When a customer threatens to leave or there is a change in management.
What is turn their account in Salesforce red?
Customers need to fill out a specific document correctly to port numbers.
What is an LOA?
Global cases come in different severities
What is SEV 1 and SEV2
SIE
What is Service Impacting Event?
Intermedia’s security practices, policies, procedures and operations reports
Who is the Legal team?
You need these to qualify to win CSAT.
What is a 9.2 score and 12 surveys turned in?
Creating greetings and setting holiday hours
What is Contact Center?