Enter Title

Scope of Support

100

This team activates devices

The MAC Team

200

This Department adds lines to accounts

Sales department 

300

This department handles manufacturer warranties

The Repair department

400

This team verifies identity for order processing 

FPT

500

This department would cancel mobile services after 14 days.

Retention 

SM360

100

This tab is where you would change the contact email address and phone number to an account

Overview tab

200

This tab is where you would head to if you needed to suspend a line

Lines and Data

300

What tab would you go to to see orders on the account 

Orders and Returns

400

This tab allows you to see each device on the account

Devices

500

This tab shows the "billing so far"

Billing

RMA

100

Is type of return is done when a customer decides that they no longer want a device within the 14 day policy 

Terminal return

200

This type of return is requested when a customer wished to return a phone outside of the 14 day policy

OOP request 

300

If the manufacturers box is opened and the customer wants to return this device, this fee will apply (name and amount)

Restocking fee, $50

400

This is when a customer chooses to exchange a device for another device that is not the same device

NLFL

500

Customers have this many days to get a returned device back to us after the return is initiated

10 days

UCM

100

An over the limit credit/ refund request UCM is created over what amount?

$25

200

This is the Copilot article you would use to see all pathways to create UCMs

HOW6347

300

This department creates UCMs for Repair SIM Swap Issues

Mobile Repair

400

This is the pathway to create a OOP return UCM

Spectrum Mobile Escalations> Returns/Exchange RMA

500

This is the pathway to create a UCM when a customer is not receiving their bundled discount for qualifying lines. 

Spectrum Mobile escalations> order management> Rate plan issue

This and That

100

On every call we should be using an ARM statement. Arm, standing for this. 

Acknowledge- Respond- Move Forward

200

This tool is where we would head to if we needed to send EHH to customers. 

Agent OS

300

This is the UCM you would review if you needed more information on Transferring Ownership on an account from one name to another

HOW6703

400

These are the 2 ways we can authenticate a customer in order to assist them with their account 

Security code or send a token by text, call or email

500

This is the tool that we head to if we want to Blacklist/Whitelist device 

NBOP