30 Questions
What is the purpose of the Customer Search tab in TCRM?
To search for existing customers in the CRM
Which menu in TCRM allows users to manage customer relationships?
Service
What is the purpose of the Cases menu in TCRM?
To view and create cases on customer accounts, as well as create tickets
Which sub-menu in TCRM allows users to view articles in the knowledge base?
Articles
What is the default landing page when accessing TCRM?
Customer Search
How can users search for customers in the Individuals tab in TCRM?
By customer name, account number, or address
What is the purpose of the Customer 360 View?
To provide a comprehensive overview of a customer's account information
Which section of the Customer 360 View displays the customer's billing address and demographic information?
Customer Data
What is the purpose of the Account Summary section in the Customer 360 View?
To initiate interactions and verify security questions
Which section of the Customer 360 View allows you to view or create orders and cases for the customer?
Order & Cases
For TDD customers, what information is required for fault escalations, according to the text?
The IMSI and SIM number
Where can you find the steps to locate the IMSI number for TDD customers?
Under the 'Finding The IMSI- TDD' subsection
What happens when a customer account reaches Active Block 1 (AB1)?
A Barring Level 1 service appears with an active status, deactivating other services.
What happens during the 'Suspend Contract' phase in TCRM?
Barring Level 1 & Barring Level 2 are deactivated.
How are Barring Level 1 & 2 affected when collections are completed?
They get deactivated.
What is the significance of 'Active Block 2 (AB2)' in CRM?
It deactivates all services except Barring Level 2.
What does the 'End of Collections' phase entail in TCRM?
Services are restored and set to active while Barring Level 1 & 2 are deactivated.
In what status do all services appear under the subscription page in CRM during Active Block 2?
'Suspend'
What is the main purpose of the Dispute functionality mentioned in the text?
To investigate and resolve any issues with a customer's invoice
How long does Digicel have to investigate and resolve any issues with a customer's invoice when a dispute is applied?
7 days
Who is responsible for applying a dispute to a customer's account?
Finance team
What happens to Collections activity when a dispute is applied to a customer's account?
Collections activity ceases for 7 days
What happens to a customer's service during the period of a dispute?
It will be reconnected if disconnected
Who needs to approve any disputes raised by a team for resolution?
A team leader
What is the default method of sending the bill when no email address is provided?
Send the bill via postal system
How many days after the 1st and 15th of the month is the due date for the bill?
27
When is the first due date reminder sent?
22 days after the due date
When is the late payment fee applied?
28 days after the due date
What happens if the bill is dispatched late?
The due date will not change
What services will be blocked if no payment is received?
TV, Broadband, and Telco
Learn how to navigate the TCRM user interface by accessing the date tab, adjusting date format, and exploring the main menus and sub-menus for Sales and Service functions. Test your knowledge on TCRM navigation steps.
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