Care-Tech Refresher Day 1 Review

Policies Review 1

100

What are the requirements for getting Flow service?

1. Applicant must be 18 years and older
2. Completed and signed application
3. Email Address
4. TRN
5. Valid photo ID either
6. No Outstanding bills
7. Advance Payment

200

What is the cost to replace a HUB TV box?

$12500 + GCT

300

What is the maximum number of STBs that a customer can have before we need to escalate for approval to add more?

4

400

What is the vacation rate for both platforms?

$750 + GCT for Cerillion, 50% of MRC for Liberate

500

When raising Liberate refund requests, which employee do we progress it to?

Kimeisha Stone

Policies Review 2

100

What must be confirmed before we complete any provisioning/changes to the account?

Customer's ID/TRN (High-level) & confirm there are no overdue balances on the account.

200

Who do we escalate requests for the addition of 5-8 STBs to?

[e-mail], CC [e-mail]

300

What is the maximum vacation period for each platform?

4 months for Cerillion, 3 months for Liberate*

400

What is the refund processing period?

4-6 weeks

500

What document must be filled out by the customer if their Bill Express refund is $100,000 or higher?

E-Payment Supplier Form

Adding Voice Extension

100

Which version of the site do we use when provisioning a voice extension line in Liberate?

Copper site

200

What is the cost to add a voice extension?

$1495 + GCT

300

What is the product code for adding a voice extension?

151 - Internal Access Point

400

What is the workflow profile for adding a voice extension?

Add Services/Equipment (with appointment, no pay)

500

When setting the appointment, who we should we email if we don't have access to Prodapt?

[e-mail]

Adding addtl STBs

100

What is the TV relevant site for SCGP?

SCSS

200

What is the installation charge per HUB device?

$1495 + GCT

300

How do we confirm that a Liberate request for additional STB is submitted correctly?

Service order will have no completion date and the department is installation.

400

True or False - If a customer opts to do a store pick up, we complete the provisioning and set the appointment for them to visit the store.

False

500

If a customer with 2 HUB devices is requesting 2 additional devices, which devices are we supposed to add to the account?

2 4K Sticks and a complimentary Wifi extender

Flow Apps

100

What is the name of Flow's streaming app?

Bluu

200

What is the monthly cost for the Bluu app?

$1599 + GCT, $1838.85

300

Which application offers Flow customers a discount on a monthly streaming subscription?

(HBO) Max

400

Which app do we promote if a customer is reaching out for a fault/ticket update?

My Flow Self Care

500

If troubleshooting any app issue fails, who should we escalate to?

[e-mail]