What is the correct timeline expectation to set up with a customer for a priority billing case?

• 3 to 2 months

• 24 to 48 Hours

• 2 to 6 weeks

• 1 to 2 billing cycles

What is the right Solution Finder path for a cx that had their RWH removed but it is still billing and is EGD?

• Area 01 / B. Rental Billing / A. Rental charge disputes / A) RWH removed and still billing.

• Area 83 / B. Rental Billing / A. Rental charge disputes / A) RWH removed and still billing.

• Area 01 / D. Account Issues (e.g. products not billing, bill corrections, DEBE account issues/errors, Landlord/Tenant issues, etc.) A. Errors on bill E. E. Customer Receiving 2 Bills - Requests Accounts be Merged

• Area 83 / D. Account Issues (e.g. products not billing, bill corrections, DEBE account issues/errors, Landlord/Tenant issues, etc.) A. Errors on bill E. E. Customer Receiving 2 Bills - Requests Accounts be Merged

What is a bill out?

• Is a billing system that we use to review a customer account.

• Is a bill that is generated for the remaining months of the contract term for a protection plan.

• Is the charge that we generate when a customer want to do a buyout for the RWH.

• All the above

Why we charge a customer with a bill out?

• Because the cx cancel the plans before the contract term was finished

• Because the account on EGD was closed by error or because the customer is moving out.

• Because the ABS account was closed by error or because the customer is moving out.

• All the above

We can reverse the bill out charges and credit back the customer account when the customer agreed to move the plans to his/her new home address (MIC) ?

• TRUE

• FALSE

To reverse a bill out what we should do? (Select 2 options)

• Advise to the cx that is impossible to do it.

• Create a move incentive credit.

• Ask to your supervisor if the charges can be waived

• Call EGD since is not our responsibility.

In an ABS move request, we should always review the Customer ID XRef to correctly complete the move request. Where we can find that information in Northstar?

• Go to Main Selection > account summary > Customer information > Customer ID XRef

• Go to Main Selection > Customer info > Customer ID XRef

• Go to Additional information > Customer info > Customer ID XRef

When we have a customer that is moving in and the location is still under a builder what type of case(s) should we create? (Please follow Solution Finder Customer Moves TAB)

• BST case only

• If is an ABS account, the ABS move request if is an EGD account only the BST case.

• BST case and BDG case.

• Priority billing case – Property manager move.

When a LL/ Property manager is requesting to create an account for the TT, What case we should create? (Please follow Solution Finder Customer Moves TAB)

• BST case

• If is an ABS account, the ABS move request if is an EGD account only the BST case

• BDG case

• Priority billing case – Property manager move

Should we always in any case of move scenario create a BST case?

(Excluding Landlord to Tenant)

• TRUE

• FALSE