Which Ticket?
"I Need to Unlock My Phone"!
Unlock Eligible Spectrum Device
This Tab Tells Me The Region, Division, Department and The Assigned User
Location Tab
Address Correction/Link
Correct Address, Name or Link Issues - UCM
What CoPilot Article Should You Reference?
HOW6347
How Do You Handle A Possible Coaching Opportunity?
Smart Sheet
"Where Is My Missing Bundle Discount"?
Correct Rate Plan
This Tab Shows Me the Category, Type and Items for the Ticket
CTI Tab
Sim Send Request
Real-Time Request
Only Create Tickets After ...
checking that there isn't already an open ticket for the issue.
Before Creating a Ticket You Should Always What?
"My Spouse Just Passed Away"
Deceased Customer
This Tab Shows the Fields That Must Be Completed
Required Tab
Return Shipping Label for existing RMA
Real-Time Request
Do Not Submit Tickets Just to ...
appease the customer.
Where Do We Copy The Template Into in the Ticket
The Description Section
"You port out my number and now it wants to charge me for the whole phone. I wasn't leaving you"
DPP Rebuild
This Tab Shows What Was Done to Resolve the Issue
Resolution
Account Merge
Merge Spectrum Mobile Account with Identical AH Names
What must you always do when submitting a UCM ticket?
Make sure everything is filled out including the template.
How Do You Handle a Blacklist/Whitelist?
NBOP
"FedEX never delivered my device! What gives?"
Shipping and Delivery
This Tab Gives You Important Comments About the Ticket
Notes Tab
Need to Credit $200.40
Credit/Refund UCM
Where Do You Access UCM to Open A Ticket
Agent OS - Tools
Which Article in CoPilot Will You Use to Find Out if It's In Your Scope of Support?
GEN7718