AgentOS
A record of service orders, trouble calls (TCs), and special request orders (SROs) is found here.
What is the Orders section?
The four different billers for ICOMS.
What is Northeast, Midwest, Brighthouse, and, National?
Use this tool to review information left by previous agents and leave comments on what you have done to assist the customer.
What is MEMO notepad icon?
This is where you would typically find a contract for the customer's services.
What is agreements, in the opportunity for the service.
A caller would have to do this to add themselves or someone else as an authorized user for an account.
What is authenticating an account?
A list of all charges and adjustments to the billing for the past 6 months is found here.
What is the ledger?
This is where a detailed breakdown of all statements for an account can be found.
What is the ledger, or task 57?
From this icon, current and past orders can be viewed.
What is the clock, order history.
A list service changes requested and made for an account are found here.
What are service requests?
The customer would contact this person if they wanted to upgrade their fiber services.
Who is the account executive?
We would use this to review, update, or add autopay to an account from here.
What are the billing tasks?
This screen lists all current and disconnected services for an ICOMs account.
What is the services, or task 04?
This is where we would set up paperless or e-billing.
What is Account info, Profile. Books icon.
Look here to see who is currently an authorized user for a customer's accounts.
What is related contacts?
We would use this tool in Salesforce to deliver a message to an account executive advising that their customer would like to speak with them.
What is New task in open activities.
This is the tool used to create, view, and modify the clients spectrumbusiness.net login information.
What is CMIT?
From here, a list of notes about previous customer calls, work orders, and account information can be found.
What are the customer comments, or task 15?
Go here to apply a credit or charge to an account.
What is the $ symbol, misc adjustment?
A list of all orders for a customer, not just a specific account.
What is opportunities?
Talk to this group for a customer who wants to change services on their Enterprise account.
What is MACD?
From here the bill to address for an account can be changed.
What is Billing, Edit customer.
Information about adjustments (credits or debits outside of the normal billing charges) are found here.
What are the AR comments, or task 25?
Click this icon to start a change of service or special request order (SRO).
What is the tools icon, select order workflow?
From here, we can send an email to the customer directly from an account, case, or opportunity.
What is activity history?
Look here if the customer says they have a case or ticket for a credit on their account.
What are cases in salesforce?