PST DAY 12

In the Billing and Payment tab, it tells us the date we charge in each billing cycle (30-31 days).

• Payment Gateway

• View Detail

• Billing Batch

• Bill Cycle Day

In the Billing and Payment tab, it allows us to see the card type, expiration, card holder name, and the status of the last transaction.

• Payment Gateway

• View Detail

• Billing Batch

• Bill Cycle Day

In the Billing and Payment tab, it indicates how the payment was processed.

• Payment Gateway

• View Detail

• Billing Batch

• Bill Cycle Day

In the Billing and Payment tab, tells us how many payments have been made on the account.

• Payment Gateway

• View Detail

• Billing Batch

• Bill Cycle Day

Does the Electronic Payment Methods tab provides further detail on the transaction and payment methods?

• TRUE

• FALSE

Can we validate an error message or a reason why the customer encountered issue with payment process in Zuora?

• TRUE

• FALSE

Above are the reason why should we transfer the call/chat to Technical Support. EXCEPT

• Stating features, logins, or devices "are not working".

• Customer encountered error message about payment being rejected.

• Mentioning of error messages from their browser or website, not a payment issue - these are handled by Order Management.

• Asking for password reset or login/username assistance.

Do we gather preliminary information to further assist the Technical Support team or do we proceed with transferring the call to them without investigating?

• NO. We should gather preliminary information to further assist the Technical Support team

• YES. Transfer the call directly.

• Neither

There is no need for us to add notes or take note of the interaction.

• TRUE

• FALSE

• MAYBE

Who will be will be responsible for assisting students with device navigation, updating account information, refunds (status check ins and processing), and answering general questions?

• Technical Team

• Credit Services Team

• Order Management