1) If a client calls in wanting to pay off advertising since new owner will not assume, we will: a) Send Change of Ownership Packet b) Advise EOC and submit cancellation c) Transfer to Bristol Claims Team 2) Account with Print & Thryv Online ads where client wants to cancel the online, we transfer to: a) Client Care Thryv b) Client Care Bristol c) Digital Experience 3) Print Cancel request due to Covid are transferred to Bristol Claims Team. a) A. True b) B. False 4) We contact Business Advisor to ask help if if client has questions with SEMP, SEM+, ypSearch, ypSearch Pro, ypConnect, ypClicks reporting. a) True b) False 5) Advise BA to mark the future cancel task as Saved “NEW ORDER" if they have saved the account and wanting us to cancel the cancel transaction. a) True b) False 6) If Client Care receives a contact from Sales requesting us to send the OOB packet to a client: a) Contact client to process OOB b) Sent packet to BA to forward to client c) Send packet to client's email 7) An existing contact can be updated to add the Portal role. You need to add a new contact for portal. a) False b) True 8) Even if COO packet wasn’t sent, we don’t create notes for Sales:  a) True b) B. False 9) For Cancel Requests due to COVID19- Non Mail Print only, we: a) Warm transfer to Bristol Claims Team and inform client cancelling due to covid19 b) Follow the original cancel process as shown in the Cancel Matrix c) Warm transfer to Digital Experience Team 10) We still offer pandemic deferrals effective until 04/28/2021.  a) Yes b) No

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