Billing
Features
Salesforce/UI
Faxing
Call flow
100
What are the types of Credit card we accept?
What is American Express, Visa, and Mastercard.
100
Calls can be forwarded to multiple extensions that will ring simultaneously.
What is Call Group
100
What does ATT stand for?
What is Agent Tools.
100
What are the types of files that we can send using V-Fax?
What is .Word, .PDF, and .TIFF attachments.
100
What is the official Vonage Opening?
SAY IT!!! WOOT WOOT
200
The SU Kelly Clark (Not the singer) forgot to pay his bill on the 14th, he noticed on the 30th that his phones are flashing orange and services are not working. How many days does Kelly have before his account is cancelled?
What is The 13th or 12th depending on the month.
200
Vonage Business cloud technology supports conference bridge, a conference service that holds conference calls for up to 30 people. Also what is the cost
What is Conference Bridge/14.99 + 0.03/ min
200
Where can you find the customers activation date in the Admin portal(UI)?
What is On the Tiny clip board on the left hand side of the screen.
200
How long will faxes stay in the cloud?
What is 30 days.
200
Confidence, Sense of Urgency, and OWN the ISSUE are examples of what?
What customers expect of agents.
300
Customer needs to remove an ext after bill date and get credited. Do we submit discount?
What is Any discount of this type needs management approval If one-time discount is approved, create a % discount on the account Note ext removing and remove it from the account in HDAP
300
Used to gather voicemail messages for a particular function or for employees that do not need full phone service.
What is Virtual Mailbox
300
What is the step by step process to add a One-Time discount to the customer in salesforce?
What is Create a Customer Care case for the request Note who is calling and what you do to assist them Click Save Click Create Quote Select existing billing account Choose Amend Existing subscription Check the Services Subscription Click Next Navigate to Complete Add Service Flow Navigate to Discounts Choose Percentage Discount Select Add Select Done Select Percentage Discount and click the plus sign Select Edit Enter the Discount Percentage % - Enter % amount you calculated above Enter How Many Periods you want the discount applied to Click Save Click through the AAT till you arrive at the Success page. Close the window.
300
What are the 3 steps we always take in order to fix sending/receiving fax messages?
What is Verify that the number is a fax number>Confirm the email address>Send Test Fax
300
a communication technique that requires the listener to understand, interpret, and evaluate what he/she hears.
What is Active listening
400
The SU tarike called in to activate his account, what steps would you take to activate his account.
What is Click the Account Settings section Click Activate Account Click Now Click Save
400
Place a call in a “spot” and have the call retrieved by another extension on the account.
What is Call park
400
How do you enable international calling in the UI?
What is Go to My.vonagebusiness.com Click on the EXT of the caller trying to dial the international number Be sure that the check box that says Block International Dialing is not checked Go to My.vonagebusiness.com Click on Call Blocking See Rated Calls Be sure that the Enable international calling from any extension (metered rates apply) is checked.
400
First team to send a TEST fax to (14046092576).
CONGRATS!!!!!!!
400
DOUBLE JEOPARDY!!!!!!!!!!!!!!! ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~* What are open ended questions? Also give 3 example.
EX Can I help you with that? Is that your final answer? Will you please do me a favor?
500
DOUBLE JEOPARDY ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~* Ms. Manfield wants to change her CC on file, as well as wants to remove the old CC on file. What steps do you have to take to remove it the old CC on file?
What is Customer Care agents should email Finance-vb@vonage.com (or Finance@vonagebusiness.com if you have not migrated domains)in order to have the payment method removed. Bonus question: what do you include in the email? Send the following information in the email: Account Number Case Number Last 4 of the card
500
Calls can be forwarded to multiple numbers that will ring in a designated sequence.
What is Follow me
500
Greg (EU) needs to know how he can change the Caller ID Name on his international business number. He's been looking in the portal, and doesn't see where to do this. What's preventing him? * Multiple correct answers- Select ALL correct anwsers) CNAM is only updated by calling Care Greg is not the SU or AA on the Account He's just in the wrong place on the portal CNAM is not available for international numbers
What is 1, 2, 4
500
How do you reset a fax portal password?
You Don't, a fax Admin does :)
500
What are some verbal triggers that custmers might use that might make them a risk for churn?
What is Asks about contract, agreement or costs to cancel service. Requests a Customer Service Record (CSR). Wanting to remove 100$ or more on there account.
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