Ticket Status
What status will a newly assigned case be received as?
Assigned
What is a backdate request?
Request of forgiveness on a corporate case that does not meet the deadline. Exceptions apply.
What is another term used for the "Customer Approval" process?
Customer Consent
Consent Decree (hardly)
What is the worklog used for?
Houses all your updates to your case
What is the recommended resolution practice when selecting your drop downs?
Select from the category
Select from the subcategory
When in doubt, use key word search
When your case is marked "incomplete" what would be the expectation?
additional information is needed - update as directed
What status should your case be in prior to submitting a backdate request?
Closed
Screenshots of the approval status and Disputed resolution (copy & paste or screen capture).
Are there restrictions on how you use the worklog?
No - this is your space to add any and all information you need.
In the review process, name 3 items the reviewer looking for?
Use Full sentences.
Dates written out or in 'xx/xx/xx' format.
Amounts in $xx.xx format
Proper grammar
No company jargon or abbreviations
Telling the story based on what is provable by company record.
What does it mean when your case is in ESL QA
Pending Corporate review and closure
What options are available for corrections? name 2
Reassignment requests
Backdate requests
Call back removal requests
Incomplete removal requests
What drop downs should be used for cases that are CA?
Drop downs with the "CA" ahead of the description.
Note: these are not to be used for any other case type
What is this date format "xx/xx" used for?
Next action
If you are unable to make contact with a customer and the issue is billing, how do you close this case?
Resolve with a no response/resolution letter
All billing cases require a response, since customer contact is not needed to investigate.
Corporate column will say YES when corporate and NO when local.
Ticket corrections can only be submitted for what types of tickets, corporate or local?
Corporate tickets only
When you are unable to confirm consent and the disputed item is included into a package, what would be expected (per the dispute cheat sheet)?
The full package amount would be required for credit.
Regarding additional issues, if it is mentioned in the complaint details but not by the customer when speaking with them, will you be able to get the additional issue removed?
No.
If it is mentioned, you will be required to speak to it.
When making your selections in the drop downs, which option should be avoided or used as the last resort?
"Other"
(other - allows for manual type in)
When you are working a case, what will be the status of the case until you are ready to resolve it?
Pending On
What are the scenarios that a backdate would be allowed? name 2
Delays due to Corporate reassignment
Pending Refund confirmation
Pending Value Add confirmation
Scheduled at customer's convenience?
Delays due to another team (Dual)
Do you recall the reason why CA was enacted?
To assure customer awareness and acceptance of changes to their account. This safeguards the customer and the company.
When going OOO, what is the recommended best practice?
Include all relevant details into the case (attachments included)
Email your leader with a list of what tickets need attention, current status and next actions.
Make case selections (drop downs and resolution details)
Do not "resolve" simply save and return to case
What is the best practice prior to attempting to resolve your case?
Housekeeping! Assure that all records are up to date and included into your case.