Document Log Sr. No. Topic Change / Updation Change Date Revision No. 1 CUSTOMER SERVICE SCREEN - WEB ZT PPT Created Dec 1, 2013 01 2 CUSTOMER SERVICE SCREEN - WEB ZT PPT More Option Tab Updated May 15, 2014 02 3 All screen shots has been revised in Customer screen Updation Aug 28, 2014 03
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Document Log Sr. No. TopicChange / UpdationChange DateRevision No. 1 CUSTOMER SERVICE SCREEN - WEB ZT PPT CreatedDec 1, 201301 2 CUSTOMER SERVICE SCREEN.
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Document Log
Sr. No.
Topic Change / Updation Change Date Revision No.
1 CUSTOMER SERVICE SCREEN - WEB ZT PPT
Created Dec 1, 2013 01
2 CUSTOMER SERVICE SCREEN - WEB ZT PPT
More Option Tab Updated
May 15, 2014 02
3 All screen shots has been revised in
Customer screenUpdation Aug 28, 2014
03
Objective and Benefits
Objective:-
To understand the work procedure on new WEB – Customer Service Screen.Become familiar with the Web CRM Screen.
Benefits:-
Smooth functioning .Taking less time in processing.Common TAB and Tools are available in same Group.Most of Function are working on single click. No Need to Open Case History Window to check the case history.
How to StartStep 1:- To start work in new WEB CSS, type the URL PATH- inbound.dishtvbiz.in in Google Chrome Browser.Step 2:- Login with DISHTV BIZ WEB Login ID.
How to open customer service screen
Click on customer service screen to open
Main page – Customer service screen
How to Process- Subscriber Details
Enter VC No and Press Enter (Can Select Registered Mobile Number/SMS ID/Email ID from the Drop Down List to get the subscriber details.)
Subscriber Details will Process
Subscriber Details will Process
Enter VC numberEnter VC number
Details AvailableIn WEB CSS, Every information of Subscriber is available on same place as available in ZT CSS.Ex.Technical Details/Important Dates and VC Status
Technical Details
Important Dates
VC Status /Cust. Type
Details Available
Last Payment Details/RMN and Email ID and Case History
Last Payment Details
RMN/Email ID details
Case History Details
Details Available
Parent & Child Connection Details
Details AvailablePackage Tool TAB/Call Drop TAB and Prospective Connection Booking Window(CALL REC)
Package Tool Call Drop CALL REC
Complaint- Tagging TAB
SMS Blaster TAB
SOA TAB
To retrieve last VC#
Complaint No/Token No
Check
Call Category Search
Details AvailableComplaint No/Token No check/Call Category Search Tool
Other Tab
Offer detailTAB
KB/ TOP 10 Category & Prioritize Billing TAB
Working with TAB- Complaint
Complaint Tab
Through complaint tab associates can tag the calls manually for query, actionable and complaint scenarios.
Working with TAB- SOA
SOA tab
Through SOA tab associates can explain the customer statement of account.
Working with TAB- SEARCH
Search Tab
In Search Group we will get the details of Subscriber/MMT/Pin Code /STB Details/ Channel/ Hierarchy/ Parent-Child/Search Email/ Unreco TAB/Home Delivery/Leads & Flexi Details.
Working with TAB- DNC
DNC TAB
In DNC Group we will get the details DNC Marking(To Updated Subscriber Contact No in DNC)/DNC Check (To check the Subscriber Contact No is in DNC or not)
Working with TAB- A-LA-CARTE In A-la-carte Group we will get the details Free A-la-carte/A-la-carte opt Out Date/Add New A-la-carte/Delete A-la-carte/Redemeed Ala-carte/Adv Rqst Music Active/ Optout Free trail Jumbo pack/ Optout HD Full on.
Ala-carte
Working with TAB- DVR
In DVR Group we will get the details DVR(PVR Activation)/DVR Details.
DVR TAB
Working with TAB- OTHERS
In OTHERS Group we will get the details Fax Details/DL MST & Demo Boxes/STB Pairing/Active Dealer/VM-IVR Details/Updation Report/Mark 3S-Accessory.
OTHERS TAB
Working with TAB- MISC
In MISC Group we will get the Manage Escalation/Call Drop History/Update Subs info/Exceeded Call Hold /Kitty Balance/ SF Locator/ Call Back Details/ pin Code Request / Life time FTA Eligibility.
MISC TAB
Working with TAB- ADVANCED
In Advance Group we will get the details Prioritize Renewal/Replacement Card Process/ Sent SMS Details/ Cont Dtls Updating report/ Non FTB Calling/ Churn Contact ability Details/ Churn Eligible/ Dish Online/EWC.
Add.TAB
In OTHERS Group we will get the details Package/ Conax/Payment/Recharge offer.
Working with TAB- PKG/CONAX/PAYMENT
PKG/CNX/PMTTAB
Working with TAB- MOD
In OTHERS Group we will get the details MOD Details/MOD Free Kitty Usage/MOD Order/Free MOD..
MODTAB
Working with ACTION TAB’s
In New WEB CSS-We have the Action TAB same as available on ZT, Ex. Reconfirmation/Repairing/Technical Calls/My DISHTV Space/SD TO HD Check/Dealer RMN/Inquiry Calls TAB/Prospective Subscriber Tab/Advanced Downgrade Request/Pay Later Tab/Renewal Subscription Amount TAB/3-S Accessory TAB.
Working with ACTION TAB’s
REPAIRING
RECONFIRMATION
TECHNICAL CALLS
MY DISHTV SPACE
NEAREST DEALER DETAILS
CHECK FOR SD TO HD
DEALER RMN
INQUIRY CALLS
PROSPECTIVE SUBSCRIBER DETAILS
MORE OPTION
Temporarily De-activation
Dish Flix Options
Working with ACTION TAB’s cont...
Working with Technical Call Window
On Clicking the Technical Call TAB, Below mentioned Window Will appear where we can select the technical error option as earlier in ZT Screen.
Working with Other TabIn New WEB CSS-We have the all other TAB’s as well. Example:- Installation Request/Dish+ Upgrade
Installation Request TAB
DISH+ Upgrade
Working with Tagging & Remark
In WEB CSS- We can do the tagging and update remarks as earlier we were doing in ZT Screen.
Step 1:- Click on >>> Icon to select the Tagging.
Click on >>> Icon to select the tagging.
Working with Tagging & RemarkStep 2:- Select the Appropriate Tagging and Press Enter.
Select the Appropriate
Tagging and Press Enter.
Working with Tagging & RemarkStep 3:- Tagging will be reflect , update the required Remarks.
Automation on Tab
Click on Last Payment
Click on Switch Off date
Case History WindowIn WEB CCS- No need to open Case history window as all remarks will be appear on switching the mouse curser to old case history window..
Comp No./Ticket No.
Comp No./Ticket No
Once the associate will tag the call (Inquiry/Actionable/Complaint), ticket No./Comp No. Will automatically get generated. Associate to share the ticket No./Comp No. on every service visit complaint or forwarded cases.
More Useful Points
Short Cut to Open Different TAB and window.
Ctrl+F1- To Open COMPLAINT window.
Ctrl+F2 – SOA Page
Ctrl+ F6 –Conax Instruction
Ctrl+F9- Renewal/Subscription Amount
PSPKT Pendency WindowPSPKT Pendency Window is available on BIZ CRM Home Screen.
Offer Information Window
Common Window for all Offer is available on processing on every VC as available on ZT.
This running Marquee has been integrated into the Web CRM and will be used to highlight important information just like a BREAKING NEWS ticker.
Provision for tickler/scroll for dynamic updates at CC