Show:
Billing
NRD
Your Tools
Your account/Features
Verification
100
What is a monthly Netflix charge called and what is its Status?
What is Subscription Order: Settled?
100
What plug in do we use to stream on the website?
What is Microsoft Silverlight?
100
What Houses all your customer information and the KB
What is Obiwan
100
What are 3 things the customer can do to customize the selection they are seeing?
What is rate movies, taste preferences, create parental controls, create profiles...
100
What is needed for every type of verification?
What is First and Last Name?
200
What kind of Cards can Agents take over the phone?
What is Credit Cards?
200
What 2 devices stream through the website?
What is PC's and Macs?
200
If you cannot find a KB article for a specific error code what should you do?
What is Reach out to the experts to call tier 3
200
What are 2 things you cannot do for the customer on their account?
What is manage parental controls and playback settings?
200
Does the account owner have to be the one who calls in to make changes to the account?
What is no they just have to be able to verify the information?
300
What Method of Payment is only available in the Netherlands?
What is iDeal/Direct Debit?
300
What website URL does the Left side of KB search through?
What is help.netflix.com or support.netflix.com?
300
What are playback settings used to manage?
What is Data usage, play next episode automatically, HTML5?
300
How can you tell and account has been verified?
What is green or grey shields?
400
When do we authorize a card?
What is when MOP is added/changed or if we had trouble collecting a payment (AKA they were on a purchase failure hold)
400
What do you need to watch on a Tablet?
What is download the app?
400
What can you use to go into a customers account with out knowing their Password?
What is Masquerade?
400
Where can the customer or the agent go to report a problem if only one movie or show is not working?
What is Viewing activity, report a problem?
400
What are 2 instances No Verification is needed?
What is Customer has general questions about Netflix - You should still make 1 attempt to locate the account! If a caller is reporting Unauthorized Charges.
500
Besides having a major card logo, what 3 qualifications does the CC have to have?
What is allow recurring payments, re loadable and online (ecommerce) transactions.
500
What are 2 ways you tell a customer is being prompted to sign in to the PSN and not Netflix?
What is The PSN sign-in prompt is a black screen with white writing and will ask for your Sign-In ID (Email Address) and gives you the option to "Sign In Automatically (Auto Sign-In)." Checking this box will usually eliminate the need to sign in to PlayStation Network each time you launch Netflix.
500
What do your product tools consist of?
The Website and visual guides
500
What does Netflix use to determine the order of my list?
What is Did you just add the title to My List recently? Did a new season of a show in My List recently become available to watch? Did your friend watch a title recently which is in My List? (Only used if your Netflix account is connected to Facebook) Is there a title in My List which may expire soon and no longer be available? We also take into account your taste preferences and viewing history.
500
Name 4 things voice agents cannot do, regardless of verification?
What is Change a password for a customer Change parental controls for a customer Change “Playback Settings” for a customer Start or restart an account for a customer (unless starting with a screamer code) Reveal name on account BEFORE a customer verifies it Reveal last 4 of a card BEFORE a customer gives it to you