Name that KM article
The customer is returned to the login screen after entering their credentials on TMO. This loop often repeats itself.
What is a stale session?
Verify the customer has a valid TMO account and using the correct password
Suggest the customer clear their cache/browser history
Request the customer try a different browser, i.e.: Microsoft Edge or Google Chrome
Recommend the customer restart their computer
What are the troubleshooting steps for a stale session?
“I know it is frustrating that you cannot get logged into our website. The browser you are using does not meet the security requirements of our website. I will share your information with our technical team for additional research.”
What is the stale session explanation?
The workaround for an internet quoting issue.
What is the ACORD 130 form?
My new favorite call type.
What is TMO troubleshooting?
The customer is logged in to TMO and experiences an error message.
What is all other TMO errors?
Verify the customer has a valid TMO account and is using the correct password
Consider a password reset if needed
Request the customer attempt to log in and confirm the 403 error appears
Ask the customer if they are using a VPN
What are the troubleshooting steps for a login 403 error?
“I know it is frustrating that you are experiencing this error. I will share your information with our technical team for additional research.”
What is the TMO error explanation?
The ISC can do this if the agent is unable to bind coverage through IQ.
What is take a payment or request to bind form?
The most important step of troubleshooting.
What is determining if the customer is logged in to TMO?
The customer is attempting to log in and receives a 403 error message.
What is a login 403 error?
Ask the customer to describe what they were trying to do before encountering the issue
What application are they using?
What does the error message say?
Was the customer using a saved bookmark/favorite, email link?
Co-browse
What are the troubleshooting steps for all other TMO errors?
“I know it is frustrating that you are experiencing this error. It is likely due to a security measure to protect your information. I will share your information with our technical team for additional research.”
What is the login 403 error explanation?
The workaround when a customer cannot retrieve a document.
What is send the document?
The troubleshooting steps were successful.
What is a time to celebrate your victory?
Steps for a customer to clear their cache and browser history.
What is clearing cache and browser history?
A form to share customer feedback.
What is a CSF?
A network that protects its users by encrypting their data and masking their IP addresses.
What is a VPN?
The ISC can do this when a customer is unable to complete the online payroll report.
What is email the payroll reporting form?
Confident and in control!
What is how I hope to feel after this training?
Your best friend to help you navigate TMO troubleshooting calls.
What is Pega KM?
Customer receives a TMO error message that troubleshooting did not resolve.
What is when to submit a CSF?
Preferred web browsers that are compatible with TMO.
What are Edge and Chrome?
An alternate option when a customer is unable to complete the online final audit?
What is the sending the PHR?
Orphan Annie and Jesse Gray agree that you are not fully dressed without this.
What is your smile?