NHO
Which department would you reach out to for assistance on Benefits or Employment questions?
Human Resources (HR)
What is the KA # for our acronyms?
#3175
Chiefs -800 / Dolphins +100 ... Which is the Underdog and which is the Favorite?
The Dolphins are the Underdog (+) and the Chiefs are the Favorite (-)
What tab are we clicking on to see the players casino play?
Casino History
What is the KA # for the POV Directory
#3689
What is the name of the system we use to clock in and clock out?
ADP
What is the KA # for authentication?
#2773
What is the KA # for Bet Rejection Reasons?
#3752
What states require additional Licensing to be able to make changes to a Player's account?
What is the easiest way to search the house rules? (button function)
Ctrl F
What is our main source of communication with peers at HRD?
Slack
What 3 pieces of information must we authenticate for a password reset on a locked account?
Date of Birth
Last 4 digits of the Social Security Number
Payment method or last deposit
Type of bet based on the number of points the Favorite must win by or the Underdog must lose by less than this amount, tie, or win the game.
Spread
In NATS, which states will make the player's KYC status as "Enhanced" once verified?
New Jersey/Tennessee/Michigan
What must your response to players contain (email structure)?
Branded Opening, Acknowledgement statement, Soft Skills (Empathy), Resolution, Branded Closing
Name at least 6 customer operation roles we have here at HRD.
Customer Service
VIP
Responsible Gaming (RG)
Verifications (KYC)
Enhanced Due Diligence (EDD)
Payments
Fraud
Anti-Money Laundering (AML)
How many states are we currently live in? What KA # tells us this?
10 States - KA 3315
Type of bet when you can wager on a player to achieve or perform a certain result.
Prop Bet
What tab can you see a players average bet size?
Which Case Reason Level 1 and Level 2 would apply for a Player that needs assistance with getting their bet settled after a game has ended.
Level 1: Betting Queries
Level 2: Settlement Delay
On what app can you find your discounts to our hotels, restaurants, and partners?
Hi Bob (Bob)
What is the definition/purpose of 2FA? What is the KA # that shares the internal process for managing it?
Two-Factor Authentication (2FA), also known as Multi-Factor Authentication (MFA), is a security feature that requires Players to provide an additional verification step when logging into their Hard Rock Bet account. This proactive security measure adds an extra layer of protection and helps prevent unauthorized access.
#2877
Which type of bet is displayed as System_# on NATS?
Round Robin
What primary two pieces of information do we use to find a Player's account?
Email Address and the NATS ID
What are the 5 mandatory case steps?
Contact Details
Case Reasons
Subject
Attached KA
Internal Notes