3rd party web calls, If the third party is able to verify the customers account information using our two factor verification method, they CAN request service and the CSR agent CAN create the case, A service needs to be scheduled, Schedule the job using the job scheduling feature in CSS for a two hour window, Declined payments, “It looks like I am having trouble processing your payment. Do you have another form of payment that you are able to use today?”, Non RSA Inquiries, Explain to the customer that we are unable to assist, Expired policy, Contact the partner to verify coverage or have the customer pay out of pocket and cold transfer them to the partner, Exhausted policy, Let the customer know they will have to pay out of pocket, and they can still get service.

IQ Roadblocks

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