NHO
What did you say??
Reward Drop
NATS
Coin Toss
100

What are our 4 player archetypes? 

Enthusiast 

Loyal Fan 

Weekend Warrior 

Professional 

100

What is the KA # for our acronyms?

#3175

100

(T/F) Players are not automatically enrolled in Legendary Reward Drops and Unity upon creating their account.

False - Players are automatically enrolled in Legendary Reward Drops and Unity upon creating their account. 

100

What tab are we clicking on to see the players casino play? 

Casino History 

100

What is the KA # for the POV Directory

#3689

200

What is the name of the system we use to clock in and clock out?

Kronos

200

What is the KA # for authentication?

#2773

200

What tier is "invite" only?

Signiture

200

What tab can you search a players BET ID in?

Bet History
200

What is the easiest way to search the house rules? (button function) 

Ctrl F 

300

What is the phone # to our production call out line? 

786-743-9815

300

What departments provide handle time frames in our Sharepoint? 

Due Diligence

Payments 

Casino Operations

300

Loyalty status match is available for players in all states except New Jersey  

Loyalty status match is available for players in all states except Florida

300

In NATs, what type of BET TYPE is SYSTEM_#?

Round Robin 

300

What must your emails contain? 

Branded Opening, Acknowledgement statement, Soft Skills, Resolution, Branded Closing

400

Name the 6 customer operation roles we have here at HRD.

Due Diligence

Vip

Anti Money Laundering 

Payments and Fraud 

Customer Service 

RG

400

Who is the licensing manager for HRD? 

Michelle Heyboer

400

For escalations Escalate via Slack to #cs-customerservice1-escalations. 

Escalate via Slack to #cs-customerservice-escalations using the workflow.

400

What tab can you see a players average bet size?

Betting Statistics
400

What must you do to close a messaging session? 

Close out the TAB, by clicking the X 

500

Where can you find your employee ID #? (Which app and what section)

HiBOB - Profiles - Engagment

500

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

500

Every Thursday around noon, HRB will give Players a Rewards Drop that corresponds with their Level as of 11:59PM, the Tuesday before.

Every Thursday around noon, HRB will give Players a Rewards Drop that corresponds with their Level as of midnight, the Wednesday before.

500

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 

500

What are the 5 mandatory case steps?

Contact Details

Subject 

Case Reasons

Internal Notes

Attached KA