Important Links
Name of the internal website where we can find emerging issues
Fortnite Trello
How do you add Internal notes to cases in Salesforce?
By using the Add Internal note button in the Internal notes section in the left-hand panel.
What ACV methods are available to validate the player?
-Cyclops
-Verifying through ACV Skip
-Verifying through email confirmation
-Verifying through Details / Receipts
True or False?
When first replying to an email change request we should always ask for account info, even if the player already provided us with details on the account they wish to change
False
Can we share information found in fortnite wiki with our players?
False, this is not an official website
What is CRM?
Customer Relationship Management
when do we use ACV skip for logged-in players?
should be used for all processes that are considered to be low-risk
How often can players change their Epic Display Names?
Once every 2 weeks
Upon sending a reply to a player, the case status will be automatically changed to:
(for more information)
Pending
When do we use ACV via Email Confirmation
This method should be always attempted if the ticket is not eligible for ACV skip and account creation verification is needed.
If an account is confidently compromised and the player DOES have access to the previous email which we can use to restore it, how should we proceed?
Sent an ACV mail to creation/promotion email and issue an HPR, then proceed with the restoration.
What is OKTA?
To Access Epic Tools
Where do we check attachements in Salesforce?
S3 Files Icon
When do we use ACV via ACV via Details + Receipts ?
should be used if the player can't do ACV via Email Confirmation.
What are the email status?
Valid, the email is expected to receive Player Support messages.
Invalid, the email is not expected to receive Player Support messages.
Unknown we don't know whether the email is expected to receive Playe
within this social network we can find the latest status of the game. Emerging issues and recurring errors
How to put a ticket on hold?
"Select 'On Hold' status on the 'Path' and click on the 'Mark as Current Status' button.
Select On Hold duration from the suggested range:
Click Next to submit your selection"
What are the questions asked in ACV Details + Receipts?
-Your public IP address (IPv4)
-The original Display name of your Epic account
-The names of any PlayStation, Switch, Twitch, Xbox, or any other external accounts connected in the past and present to your Epic Games account
-Locations (city and country/state) where you made purchases on the account
-The last 4 digits of the first payment card used in the Epic account
-The invoice ID or Transactions number from your Epic Games purchase or mobile/console receipts for purchases made in-game.
Note: This may include free games claimed in EGS
How often can we change the country in the player's account?
Every 6 Months