document log sr. no. topicchange / updationchange daterevision no. 1 customer service screen - web...

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