Workflows
CX expected $400 their new device, the account shows they aren't receiving it, this is your first step to resolve.
What is locate the promotion and try PCA tool?
What is the MTN and/or Account number?
This is the order in which OMNI sends verification prompts to the customer.
What is the push/link notification, 6# temporary PINs, then customer's 4# PIN?What is Account Help?
This is the process of adding a qualifying promotion yourself to the account in the moment.
This is placeholder for the Account Name in Customer Connect in the event there is No Verizon account.
What is the Orphan Account?
CX is upset about the Device Set Up fee of $50, this should be your first step to resolve.
What is educate the customer then offer Accessory Coupon?
This is what is referenced to see any tasks or cases in your name that may need action.
What is CSR Pending Dashboard?
This policy is in place to ensure we are compliant with Verizon when notating Verizon Account Remarks.
What is summarizing the remarks?
This process is in place to duplicate a case that was previously closed so Customer Connect can accurately reflect the time the case was worked.
What is cloning a case?
What is the VZ Promo - Recurring & One-Time credits?
When an Accessory Coupon is offered by the caller/accepted by the customer during a call, this must be made to track and issue that coupon.
What is a credit object?
This is a running log throughout the case to reference if a case owner is unavailable to advise of updates or next steps for the customer.
What is the ICCI/If Customer Calls In?
This section of the Verizon Account allows you to email the next bill estimate.
What is Billing details?
This process is in place to verify a customer that does not or never has had a Verizon account at all.
What is RQ verification?
When a dealer provides a billing quote at POS, this is often included and additionally, this is excluded?
What is Autopay is included and taxes/fees are excluded?
Customer is filing a complaint about the behavior of one of CSOKI dealers, this department handles the complaint and it is reviewed by a _____ to determine if it needs to be sent to Market via email.
Who is us (Customer Service) and it is reviewed by a Team Lead?
This is section of the case is where to locate any requests submitted to Verizon or CSOKI as well as their result on a customer's behalf.
What is Credits/Credit Objects?
This section in OMNI is like a Verizon database to view Promotions, plans, policies, etc.
What is Infomanager?
This process is in place to assist a customer with sending their device back as a return within their 30 WFG when they are NOT near a store.
What is a shipping label return?
This legal document outlines the final credit being issued from Cellular Sales to the customer for monetary requests $200 or more.
What is the Release Agreement (RA)?
Customer expected their bill to be much less than quoted when upgrading their phone, has autopay, and all lines have the expected plans and features quoted. This is what we should check for as the root cause.
What is a promotion?
This was the customer's concern on case 01013864.
What is they expected both phones to be free?
This is my most likely promotion I was quoted. On 5/1/25, I upgraded to the Galaxy S25 Ultra, traded in a Galaxy S21 in good condition, to receive $1000 on an Unlimited Ultimate plan. (non-loyalty)
What is OST ----?
This process is in place to request a credit from CSOKI (using a TL) in the moment if the Market allows when the request is above $200 but below $500 (typically)?
What is early upgrade program?