CASA
If an authorized user does NOT know the account's PIN, how must we authenticate them?
Manual Authentication Questions
What special feature does AskOS use?
AI
If the "Re-open BAN" button is PURPLE on a customer's account, what does this signify?
The account has been closed for LESS THAN 90 days
Can we search by BAN number in CSR?
No
Is Koodo Internet in a contract?
No, it's marketed as a "Subscription Service"
True or False? It is mandatory to authenticate the customer before leaving a "Note" on the customer's account
False
What information can be found from the home page of the "Home Services" view?
News, Trending Topics, Pricing Announcements, etc.
Is a credit check needed to re-open a BAN that has been closed for less than 90 days?
No
How can we identify if another service provider is attempting to cease a customer's service?
"PON Number" under the Sales Order Number
What must we get the customer to do to finish our Koodo Internet order?
Make their first payment
After every phone interaction, it is mandatory to..?
Leave a "Note" on the customer's account in CASA
What information should we NOT ask AskOS for?
Any vendor-specific information, personal information, or role-specific information
Is a credit check needed to re-open a BAN that has been closed for 90+ days?
Yes
What is the difference in customer experience between:
"Cease & Provide" Order vs Recontract or Move order?
1. New install/ Equipment vs Same equipment/No install
2. New Prorated Billing vs Uninterrupted billing
3. Cx loses PVR recordings & Voicemails vs Customer keeps everything
What information MUST MUST MUST we input at the end of our order, to avoid the WRATHHHHHHH of GRAHAM?
our FREAKKKKKKKKINGGGG CPMS ID
Before authenticating a customer, what information can be shared with them?
No information from Casa
However, we can still share our offers
What is the "Glossary" used for?
To find the meanings of abbreviations or acronyms we may not understand
If the "Re-Open BAN" button is GREY on a customer's account, what does that signify?
The account has been close for MORE THAN 90 days
What steps should we follow after we have retained a customer with a pending cease order?
**Worth DOUBLE POINTS if ALL steps are answered properly
1. Cancel Order (whole order)
2. Process Winback offer in CSR (adding CPMS ID)
3. Return services NOT retained to a pending cease status
4. Email Residential Porting Team, if required
When would we submit an "ASQ Ticket?"
To qualify an address for a service in CSR
When talking to the account owner, what are the two primary ways authenticating them?
Their PIN number or 3 of the secondary verification options
If you can't find any information on Mobility plans, what may be the issue?
Not on the "Consumer Mobility" view
What credit/personal information do we need to re-open a BAN?
Date of Birth
Before submitting an order in CSR, what information must we MANUALLY input?
Our Long Code, CPMS ID, and Name
When would submit a "Remedy Ticket?"
When an order is stuck in CSR