ECS
CONSOLE
CONSOLE
What Copilot can we reference to assist with the console navigation?
What is GEN8951- Client Services Console
When creating an HSD disconnect case in ECS Console, what team do we route it to?
What is Finance Operations
What is the SLA for national to order ops to be worked?
What is 5-7 day?
What system should we use to submit our cases?
What is ECS Console
T or F Full Disconnects for an Agent Account will route to National Order Ops.
What is False
T or F
I am able to update related contacts via the console
What is False
Client has Fiber Internet and Hosted Voice and decided they want to remove the Hosted Voice services. What team would this case be routed to?
What is Turning Point
What is the email used when an escalation is needed for order management on agent cases?
What is ENTPartnerOM@charter.com
When creating a case in the console for missing payment what is the correct request type?
What is Finance Opertations
Client has had DIA installed and called in to close their SMB acct, which department will handle this request?
What is ECS
What button should we click on to send a client an email through a recently created case?
What is Send Communication ?
After receiving a completed change of ownership form from a client and creating a COO case, we will route it to
What is Finance Operations
Where should you route a reconnect case for an agent account ?
What is Sales Support
Our client has 1 FIA circuit and had an outage, what calculator should be used ?
What is SLA Credit Calculator single site
What is the Co-pilot that will provide information on how to submit a fiber disconnect order?
What is GEN8413
What is the tab in Console you would use to view the clients phone numbers ?
What is Associated TNs
Partial Fiber disconnects are to be routed to?
What is Turning Point
What type of case would you submit for a full fiber disconnect on an agent account ?
What is Client Services Case via Turning Point
Client is calling in for an adjustment. Client has FIA and has a MRC of $400. ECT ticket states outage started at 05/24/24 at 4:33pm and restored on 05/26/24 at 1:13pm. How much if any would the client get back ?
What is $400
Customer wants to set up a seasonal hold until 12/31/24, what is the CoPilot to assist with this request?
What is GEN8520
What section in the ECS Console can you see the billing activation date ?
What is Service Request
Client is wanting to add additional SBB to their account, where will this case route to?
What is ECS - BO Case Assignment
Who do we route National Care to Order Ops Cases for coax reconnects?
What is Sales Support
You enter an adjustment case for $1500, name the level of approvals it will go through .
What is Agent and Manager
Client has installed a new DIA internet with Enterprise and no longer wants his Spectrum Business HSD account, who would process this disconnect?
What is ENT MACD