Flow Knowledge
Double Points**
What do you check to determine the specific status on if customer's account to determine if there was a Bar.
What is Provisioning History ?
Tripple Points****
What is the cost for the internet Vital ?
$5500 + gct
*Double points if someone in your group is wearing a black shoes
What should you do first if a customer reports service loss ?
Check for outage
Customer got TV plus extra on June 20 and she is on JMT - what is her prorated cost ?
733.33+gct / 843.33
If you are unable to locate a customer address for service relocation, what is your next step to achieve complete FCR ?
What is send an email to Jam-customerescal@cwc.com
What are the names of the Two landline packages offered ?
Homephone starter
Homephone Starter lite
How much days can a customer get a payment extension for on average ?
14 days
Customer lost access to her internet vital service on May 6, 2026 and got it back may 10,2026. she is on CY2 cycle
887.10 + GCT
How do you view notes in cerillion ?
From within the account , click on view events select all from the event status drop down then click search
What should you do when all troubleshooting steps ?
Log an ACUT ticket
What is the processing time for a payment extension ?
24 -72 Hrs
What are the different rebate formulas ?
Prorated period rebate formula
Multiple months formula
Part Month Formula
Change Product
What action do you take if mary is requesting to have her modem moved from her bed room to her living room ?
send an email to cwcserviceoperationsCenter@cwc.com and advise customer of 1495+gct charge
How many vacation plan can a customer get and what is the cost ?
1 per year and 750+gct
What is the formula if customer loss access to her service in a period where we did not bill her for the full month ?
Prorated charged /number of days billed * number of days to be credited
A customer's made a pay of $5000 however she has an owing amount remaining of $1500. What action should you take ?
Reach out to supervisor to request a courtesy reconnection and advise customer to clear the balance to avoid service disruption
What does a misaplied payment in cerillion normally reflect as ?
Payment void
What is the formula to calculate proration?
Total cost of product divided by number of days in the month?
When do we use the prorated period rebate formula ?