Navigating TCRM User Interface

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What is the purpose of the Customer Search tab in TCRM?

To search for existing customers in the CRM (correct)

To check if an address is serviceable

To view and manage orders created in CRM

To create new customer accounts

Which menu in TCRM allows users to manage customer relationships?

Articles

Feasibility Check

Service (correct)

Sales

What is the purpose of the Cases menu in TCRM?

To check if an address is serviceable

To search for existing customers

To view and create cases on customer accounts, as well as create tickets (correct)

To list existing customer accounts

Which sub-menu in TCRM allows users to view articles in the knowledge base?

Articles Signup and view all the answers

What is the default landing page when accessing TCRM?

Customer Search Signup and view all the answers

How can users search for customers in the Individuals tab in TCRM?

By customer name, account number, or address Signup and view all the answers

What is the purpose of the Customer 360 View?

To provide a comprehensive overview of a customer's account information Signup and view all the answers

Which section of the Customer 360 View displays the customer's billing address and demographic information?

Customer Data Signup and view all the answers

What is the purpose of the Account Summary section in the Customer 360 View?

To initiate interactions and verify security questions Signup and view all the answers

Which section of the Customer 360 View allows you to view or create orders and cases for the customer?

Order & Cases Signup and view all the answers

For TDD customers, what information is required for fault escalations, according to the text?

The IMSI and SIM number Signup and view all the answers

Where can you find the steps to locate the IMSI number for TDD customers?

Under the 'Finding The IMSI- TDD' subsection Signup and view all the answers

What happens when a customer account reaches Active Block 1 (AB1)?

A Barring Level 1 service appears with an active status, deactivating other services. Signup and view all the answers

What happens during the 'Suspend Contract' phase in TCRM?

Barring Level 1 & Barring Level 2 are deactivated. Signup and view all the answers

How are Barring Level 1 & 2 affected when collections are completed?

They get deactivated. Signup and view all the answers

What is the significance of 'Active Block 2 (AB2)' in CRM?

It deactivates all services except Barring Level 2. Signup and view all the answers

What does the 'End of Collections' phase entail in TCRM?

Services are restored and set to active while Barring Level 1 & 2 are deactivated. Signup and view all the answers

In what status do all services appear under the subscription page in CRM during Active Block 2?

'Suspend' Signup and view all the answers

What is the main purpose of the Dispute functionality mentioned in the text?

To investigate and resolve any issues with a customer's invoice Signup and view all the answers

How long does Digicel have to investigate and resolve any issues with a customer's invoice when a dispute is applied?

7 days Signup and view all the answers

Who is responsible for applying a dispute to a customer's account?

Finance team Signup and view all the answers

What happens to Collections activity when a dispute is applied to a customer's account?

Collections activity ceases for 7 days Signup and view all the answers

What happens to a customer's service during the period of a dispute?

It will be reconnected if disconnected Signup and view all the answers

Who needs to approve any disputes raised by a team for resolution?

A team leader Signup and view all the answers