Salesforce
This function allows you to close the status of the Child Case and by doing this, it will not automatically change the status of the Parent Case or other Child Case.
What is Close Case?
These are 3 menus in PTS which routes us to different functionality of each tab.
What are Customer Services, Risk Management, Reports?
This report shows the details when the Cardholder accessed their account online.
What is IP Audit Details?
The very first button to click on MIKA that will auto fill the Review Screen with all case details that belong to the parent case.
What is Get SF Data?
This is the reference to use when checking the transfer source and viewing more details of the transaction.
What is Auth?
Give at least three different ways to find a customer from Salesforce.
What are Account Key, Activation Pin, Card Number, Card Reference Number, Customer Details, Customer Key, Direct Deposit Number, and Social Security Number.
This information is needed to pull up an account in PTS.
What is Card Number?
This report shows the details when the Cardholder accessed their account through the IVR.
What is QWCC Details?
This is the button that serves as an option to click if for any reason one child case did not pull over.
What is Add Transaction?
These are the response code indicators for posted merchant credits in VROL.
What are 00 and 10?
This is the location of where information on policies and procedures can be found and is mostly used by Customer Care as a reference tool to assist customers.
What is Knowledgebase or Knowledge?
This houses all transaction made on the card, such as merchant posted debit/credit and merchant authorization history (approved/declined).
What is Transaction History?
This is the link to click in order to pull-up any reporting from Scully.
What is Auth Detail Research by Card Reference Number?
These are the two details from MIKA Screen that are not automatically prefill after getting all the SF Data?
What are Full Merchant Credit and Merchant Call Out?
These are MOTO/ECI indicators for transaction that doesn't have chargeback rights.
What are MOTO 5 or 6?
This tab contains the fees and limits for the product and is linked to the Product QRG.
What is Product Tab?
This sections shows similar information like that in Transaction History except that Authorization detail is not found here.
What is View Prepaid Activity?
This action shouldn't be missed when entering the Card Reference Number to pull up any reports from Scully.
What is remove spaces or dashes from CRN?
This is the button to select in order to return to the Case Summary page to see the dispute resolution for the child case.
What is Home button?
A piece of information needed to pull up the cardholder's account from Visa Resolve Online.
What is Card Number?
This allows you to add yourself as co-owner of the case both Parent Case and Child Case without changing the original Case Owner.
What is Add Me button?
This is the accurate reference to use when considering the actual authorization date or dispute timeline.
What is IPS Date/Time Column?
Give at least three different sheets created if file is successfully exported in Excel.
What are Account Details, Transaction Details, IP Audit Details, QWCC Details, Non QWCC Details, Associated Cases by SSN.
This section allows you to make edits and make changes to the transaction answers for each child case.
What is Update?
These are MOTO/ECI indicators for transaction with chargeback rights.
What are MOTO 1, 2, 3, 4, 7?