CRM
What is the full meaning of CRM
Customer Relationship Management
What is the full meaning of CAP
Care Assurance portal
can agents help cx pay their bills or we can only direct them to pay on the app or website?
yes we can
what is an electronic bill
How many services do we support?
three, Uverse Tv, internet and Landline
what is Oms used for
it is used in placing an order on a cx account
which of the tools can we use to perform a one click order
CAP
How do you check the monthly bill of a cx on CRM
Click on Billing and the products
What is Adjustment calculator used for
Its used to calculate discount for cx
what is the name of the side chat application
Q
How do you check a customer monthly payment on CRM
Billing ➝ product
What is the flow to reset a cx password in cap
setup, Account management, reset password
What is Biba and what is it used for?
It means Billing inquiry Billing Adjustment and its used for viewing the Bill and account summary
Is having Uverse Tv, Internet and Landline an example of combined billing and why?
NO, because they are all in one department
What is the WFE to voluntary suspend an account on CAP
Inform ➝ Billing questions ➝ Uverse ➝ Bill related questions ➝ Voluntary suspend.
How do you change cx passcode opn crm
Account information, account identifiers.
what is a one click order
it is a order that can be done on CAP without going to CRM
what is a combined bill
combining bills from other departments
what does the blue, green, yellow color indicate in the bill
Blue indicates Uverse tv, green indicates internet, yellow indicates phone.
How do we voluntary suspend an account on CRM
Ordering, open interaction Toolbox, scroll down you will will see Voluntary suspend
what can we find on interactions tab in CRM
Information about a particular case
what is the flow to bill related emails
inform, billing questions, uverse service, bill related emails
what charges should a customer expect on their first bill?
1. start of service activation fee
2. charges for partial monthly service used from the day of activation to the last day of the bill cycle.
3. Monthly recurring charges billed one month in advance
4. Taxes and regulatory fees.
Difference between line Adjustment and BAN adjustment
Line adjustment is crediting cx for a specific Line from his Bill while BAN adjustment is crediting a Cx from your will.