What in the Knowledge?
Naomi wants to add the Hallmark Channel. Where could we find information to assist her
App Library > Channel Directory
Isaac was just reviewing his bill and noticed a $9.99 charge for Dish Protect. He has no idea of what this service is or why it is on his account and wants it removed.
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Wants to Remove Dish Protect/Dish Protect Change fee
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What attribute based on credit and payment history?
Loyalty star
I am the pink skittle required on every call.
RECO tool
Brock has some questions about his account. But when you load the Customer App, his account is not there. What Knowledge page would help you find his account?
Solutions > Account Preferences & Account Types > Customer Information and Account Preferences > Locate Customer Account
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Wants to Remove Dish Protect/Dish Protect Change fee
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Unable to Verify Account
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What words are listed as a blue hyper link under the customers email address?
The "send link" hyperlink
I am a piece of customer information we should gather on each account, where missing. What am I?
Email collection.
Peggy is not happy. She realized before a big game, she’s missing her local station. It’s displaying a screen saying that Dish no longer has this channel. Where are we able to find out about Peggy’s football game?
Knowledge > Takedown Center
Sabrina just got her bill and it is significantly more than the $5.00 she normally pays for her pause. We see that her services are active and not on pause.
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Rolled off Dish Pause Unexpectedly
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Where are three common places we can find Dish Protect on a customers account. (Ten seconds!)
Overview
Dish protect tab
Price it skittle
Bill Ledger
Customer's Bill
I am available only on internet connected hoppers, required use on every call. What am I?
Smart Connect
Bojack has decided it’s time for a change in programming. But he’s not sure what channels are available in his current package. Where would we go to help him discover what channels he subscribes to?
Solutions > Programming > TV Packages and Channels > English and Latino Package
Melissa is concerned that her account was changed to a "pay as you go" from a monthly billed account, what flow would help address that?
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Post-Pay Account Changed to PIA
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How many FTC's can be stored on an account at one time?
One card at a time.
When we save a new FTC, it will delete the previously saved FTC.
Bob wants to watch ABC on his phone, but has old equipment so won’t be able to use Dish anywhere. Where could you go to see what he might be able to view on his phone?
Solutions > Programming > On Demand, Pay-Per-View, & Streaming > Video On Demand and Live Channel Streaming
Cortney is selling her house and wants to pass her account to the new owner.
Flows > Customer Service > Billing/Account > Account Attribute Updates/Escalations > Wants To Transfer Ownership Of Account
Watch live on channel 294 or choose from thousands of On Demand titles.
AMC+
(Without using CA)
How many days after the bill creation before the customer will receive a late fee on a post pay account?
40 days!
When a customer wants to remove programming because they don't see the value, what should you do as an agent?
Sell the value of the packaging and reco!