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.,

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