NHO
What are our 4 player archetypes?
Enthusiast
Loyal Fan
Weekend Warrior
Professional
What is the KA # for our acronyms?
#3175
What are tier credits/ when do they expire?
Credits that are reviewed in a rolling 30 day period that determine a players tier level.
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?
Kronos
What is the KA # for authentication?
#2773
What tier is "invite" only?
Diamond
What tab can you search a players BET ID in?
What is the easiest way to search the house rules? (button function)
Ctrl F
What is the phone # to our production call out line?
786-743-9815
What departments provide handle time frames in our Sharepoint?
Due Diligence
Payments
Casino Operations
What must a bet be in order to accrue pts?
CASH BETS
In NATs, what type of BET TYPE is SYSTEM_#?
Round Robin
What must your emails contain?
Branded Opening, Acknowledgement statement, Soft Skills, Customer Focus, Resolution, Branded Closing
Name the 6 customer operation roles we have here at HRD.
Due Diligence
Vip
Anti Money Laundering
Payments and Fraud
Customer Service
RG
Who is the licensing manager for HRD?
Michelle Heyboer
Can players receive anniversary/birthday rewards?
YES
What tab can you see a players average bet size?
How can we (CS specialist) Escalate Unity updates/changes
Give the player self-help
1-954-377-5234 OR customercare@unitybyhardrock.com
Where can you find your employee ID #? (Which app and what section)
HiBOB - Profiles - Engagment
What does 2FA mean? What is the KA #?
Two Factor Authentication - another security measure where the player is sent a text message code for authentication.
#3155
What do players get by linking their Unity and Loyalty rewards accounts?
Their play thru Hard Rock Bet gives them tier credits for Unity
What personal information can YOU change on a players account in NATS?
What tab is this located in?
Change email address, mailing address
Punter Details
What are the 5 mandatory case steps?
Contact Details
Subject
Case Reasons
Internal Notes
Attached KA