Categorization
I would like to cancel my service and receive a refund. My nephew signed up for this service without my knowledge.
What is 'Charges made by friend or family'?
Where would I look to see if a user is a family member or family manager?
What is the 'Home card'?
What add-ons are available to me on my iOS subscription?
What is 'Starz and ShowTime'?
The customer contacts us with general questions about YTTV. We answer his questions fully and walk him through signing up for the free trial. Would we set this to 'solution offered' or 'finished'.
What is 'solution offered'?
Customers can use YouTube TV on mobile data not just WiFi. True or False?
What is 'True'?
I am on my father's family group and I have received a message saying I have limited access. I live in Atlanta but my dad lives in Los Angeles, CA. Please help me.
What is 'family member impacted by home check in policy'?
How do I consult Risk?
Open the case in cases 1.
Select chat consult.
Scroll until you see 'Risk Ops UA'.
How can you cancel an add-on on a Roku?
Can't do it.
A CM contacts us via chat but never connects. They write in the CUF “video froze”. After emailing them back and asking some specific questions about their problem, what should you set the case to?
What is 'needs info'?
Walk me through locating the app version on my iPhone.
1. Profile icon
2. About
3. Terms of Service
I want to cancel my service because you don't have VH1, MTV, and BET.
*The agent leaves feedback for the users request on this interaction.
What is 'no longer wanted (remorse) and direct request for unavailable content'?
Walk me through transferring a chat to a SME for a Supervisor call.
1. Open case in cases 1.
2. Select Transfer.
3. Select the SME's name that will be taking the chat.
How can I see trailers before watching a movie on YTV?
1. Select the movie.
2. On the details page, look for 'Related on YouTube'.
3. Select option for the trailer.
A customer contacts us using inappropriate language and makes several threats. You see in the interaction history that the user has been flagged as abusive. What would be the correct case state?
What is 'finished'?
You’re on a chat with a CM, and after you ask them to power cycle their TV, they stop responding. How long should you wait on them before you end the chat?
What is '5 mins then 2+1'?
Hello, I need help activating your app on my Roku device. Please help.
What is 'problem installing/setting up app on Roku'?
Walk me through duplicating a case that is closed and set to solution offered or finished.
*You will need to close the new case as duplicate, then re-open the old case, and answer to the user on the old case.
1. Go to the interaction history.
2. Select the '+' symbol.
3. Open up the parent case you just duplicated the new case to.
4. Click the arrow icon to take the case. Add a note to the parent case indicating that the user contacted us again (indicate the duplicate case number)
What are three ways to record your favorite content?
1. Search and then going to details page.
2. Mid-viewing on playback.
3. Home page.
A user contacts us in regards to an issue with constant buffering when watching ALL content on his Roku. There was an announcement that states that this is a known issue. What is the correct case state?
What is 'blocked by'?
My friend told me that you are running a promotion for users who purchase a new Roku device. How long will my free trial last? My friend isn't sure.
What is 'one month'?
WHAT'S GOING ON WITH YOUR APP!!!!!???!!! EVERY TIME I ATTEMPT TO WATCH LIVE PROGRAMMING THE QUALITY DROPS TO 480P!!!!! THIS HAPPENS ON ALL MY DEVICES!! FIX THIS OR I WILL BE CANCELLING MY SERVICE!!!!!!!!!!!!
What is 'live playback problem-poor quality audio and/or video'?
What's one of the most important things our engineers need when filing a bug?
What is 'feedback'?
Walk me through getting feedback in Listenr for an Apple TV.
1. Go to Listenr.
2. Change product.
3. Type in YouTube TV.
4. Select YTTV Inception.
5. Search using user:email address.
Our agent is going through troubleshooting steps with a customer. He tells the customer to uninstall and reinstall the app on his Roku. The customer stops responding so the agent starts the 2+1 process and follows up with the customer and asks if the uninstall and reinstall fixed the issue. What would be the correct case state for this interaction?
What is 'needs info'?
What is the workaround for cancelling a paused subscription in Cases 2?
In the subscription workflow, select the base package, then select 'Revoke', Deselect 'Revoke'. Select the base package again, then select only Cancel. Proceed through the workflow as normal.