Knowledge Check CSR #11: Address Changes

Match the type of Address Change to the definition.

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Service Address

• The address at which the Altice Services are received.

• The address at which the customer’s bill is received.

• The address to which the customer wishes to receive equipment

Answer explanation

The Service Address is where the Altice Services are received.

Match the type of Address Change to the definition.

• -

• Billing/Mailing Address

• The address at which the Altice Services are received.

• The address at which the customer’s bill is received.

• The address to which the customer wishes to receive equipment

Answer explanation

The Billing/Mailing Address is where the customer’s bill is received.

Match the type of Address Change to the definition.

• -

• Shipping Address

• The address at which the Altice Services are received.

• The address at which the customer’s bill is received.

• The address to which the customer wishes to receive equipment

Answer explanation

The Shipping Address is where the customer wishes to receive equipment.

True or False. Only an Account Holder can make a change to the Service Address.

• • True

• • False

Answer explanation

Only an Account Holder can make a change to the Service Address. You must validate CPNI using STAT.

Click all that are true regarding Service Address Corrections.

• • For Customers with voice, changes take place within 24-48 hours

• • Service Address Changes are always immediate

• • Service Address changes take one billing cycle to complete

• • For non-voice customers, changes can take up to 5 business days to correct

Answer explanation

There are two different time frames to remember for how long it takes for Service Address changes to become finalized:

• For Customers with voice, changes take place within 24-48 hours.

• For non-voice customers, changes can take up to 5 business days to correct.

The correct path for a residential Service Address change is:

• IDA > Customer Information link

• IDA > KDB Customer Lookup link > Collateral Tab > Address Corrections link

• IDA > Contact Preferences link

Answer explanation

To change a residential Service Address, you should follow this path:
IDA > KDB Customer Lookup link > Collateral Tab > Address Corrections link.

True or False. Changing a Billing Address requires you to follow the same path as changing a Service Address.

• True

• False

Answer explanation

Changing a Billing Address requires a different path than changing a Service Address.

However, Changing a Billing Address and Changing a Shipping Address require the SAME path.

What is the correct path to change a residential Billing Address or  Shipping Address?

• IDA > KDB Customer Lookup link > Collateral Tab > Address Corrections link

• IDA > Contact Preferences

• IDA > Contact Information > Address tab

Answer explanation

The  correct path to change a residential Billing Address or  Shipping Address is:
IDA > Contact Information > Address tab

As you pick up a call, DART advises you that it has been more than 6 months since this customer has contacted us, and you should ask if they would like to update their contact preferences. Which of the following should you do? Click all that apply.

• • Educate the customer that they can update their contact preferences at Optimum.net/Suddenlink.net.

• • Offer to check their current settings and make necessary changes in IDA

• • Tell them they are overdue and they should really change their preferences on their mobile device

• • Educate the customer that keeping the customer preferences up-to-date is important so they can be automatically alerted to any potential service issues such as an outage

Answer explanation