1) Michelle assisted client with updating the card on file which also paid the $50.00 current balance. Her Primary & Secondary case reasons should be? a) Account Transaction - Payment Method Change b) Account Questions - Payment 2) Krishna is with a client who's trying to reset customer portal password but it's already a 30 minutes ongoing call. What should she do next? a) Advice client that she'll be fine on her own and just callback if she needs help with anything b) Stay on the line with client to make sure she resets password & access account successfully c) Offer to do the reset password herself so it's done as quickly as possible 3) Pauline is discussing the partial cancellation process with client John. We should not forget to? a) Ask client if there's anything else we can assist before transferring to DET or BA b) Recap to make sure we're on the same page with client specifying the only services to cancel 

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