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WorksheetsSingleview Account
Total questions: 20
Worksheet time: 10mins
How can you look a customer up in Singleview?
Microsoft account information
First/Last Name, Phone Number, Address, Account Number, Equipment SN.
Previous library card, bank account number, electric bill
social media platforms
The Wild card symbol (%) is used for?
Used to see download speed from their modems firmware
Helps us identify if its a wild customer and be careful of that call
To test a ping signal from our end to the customers end.
Searching technique used to search with partial information of an account.
Account numbers are attached to the customer, not the address
TRUE
FALSE
A Customer must always have 1 CONTACT associated with the account
TRUE
FALSE
Depends on the situation
Customers can have multiple contacts associated with the account
TRUE
FALSE
ONLY if the customer has PHONE/VIDEO/VOICE
Customer Details in Singleview will show only
Will show the customers LTV score
Equipment/packages (HSD,VIdeo,Voice) the customer is paying for
Account address of the location of service
Shows the customers billing statement
What does Account Details in Singleview show
Equipment/Packages/Modem information/Service Guard
Customer Name/Customer type/ Account Number/Operating Center/LTV Score
Address/ Billing statement
Outage Report
In the Customer Tab, you can add/remove/modify the email to receive notifications
FALSE
TRUE
ONLY remove email
You can not do anything with email on this tab
If a customer is LTV 4 or 5 do you offer Service guard?
YES
NO
Depends how long they have been a customer
Only if the customer knows the secret password
What are the ways we can validate a customer on the account?
Account Number/SSN/PIN/DL Number
WIFI Password/ Modem manufacturer
Service address/Telephone Number/Name on account
Back statement/Bank number/Credit card information
What Offer level is this symbol?
Child Offer (Third Tier Offer)
Parent Offer (Second Tier Offer)
Top Level Offer
Basic Offer
What Offer Level is this symbol?
Child Offer (Third Tier offer)
Parent Offer (Second Tier Offer)
Top Level Offer
Basic Offer
What Offer Level is this symbol?
Basic offer
Top Level offer
Parent Offer (2nd tier offer)
Child Offer (third tier offer)
The Offer Hierarchy is the breakdown of all Parent and Child Offers that may be associated to Top Level Offers.
Only Parent Accounts
TRUE
FALSE
Only Child accounts
The Offer Hierarchy can be opened and collapsed to view all associated Parent and Child Offers.
FALSE
ONLY Parent accounts
ONLY Child accounts
TRUE
Click on the modem MAC address to see modem details; make & model and customer owned status.
Will ONLY show the MAKE of the modem
TRUE
Will ONLY show the model number of modem
FALSE
We add NOTES to all accounts opened in Singleview even if it's a transfer
sometimes
TRUE
FALSE
Only if the account is an LTV 5
What Local Office does this customer have?
Residential
Monroe
Shreveport
Minroe
Singleview is to be used on all calls
When we need it
TRUE
Only 85% of the time
FALSE
If the customer can not validate, we can still give out account information as long as the customer verifies the address
