Document Log Sr. No. Topic Change / Updation Change Date Revision No. 1 CUSTOMER SERVICE SCREEN - WEB ZT PPT Created Dec 1, 2013 01 2 More Option Tab Updated May 15, 2014 02 3 All screen shots has been revised in Customer screen Updation Aug 28, 2014 03

Objective and Benefits 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 Start Step 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

Subscriber Details will Process 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.) Enter VC number Subscriber Details will Process

Details Available In 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 VC Status /Cust. Type Important Dates

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

Complaint- Tagging TAB Details Available Package Tool TAB/Call Drop TAB and Prospective Connection Booking Window(CALL REC) Call Drop CALL REC Package Tool To retrieve last VC# Complaint- Tagging TAB SMS Blaster TAB SOA TAB

Complaint No/Token No Check Details Available Complaint No/Token No check/Call Category Search Tool Complaint No/Token No Check Call Category Search

Prioritize Billing TAB Other Tab Offer detail TAB KB/ TOP 10 Category & Prioritize Billing TAB

Working with TAB- Complaint Through complaint tab associates can tag the calls manually for query, actionable and complaint scenarios. Complaint Tab

Working with TAB- SOA Through SOA tab associates can explain the customer statement of account. SOA tab

Working with TAB- SEARCH 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. Search Tab

Working with TAB- DNC 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) DNC TAB

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

Working with TAB- PKG/CONAX/PAYMENT In OTHERS Group we will get the details Package/ Conax/Payment/Recharge offer. PKG/CNX/PMT TAB

Working with TAB- MOD In OTHERS Group we will get the details MOD Details/MOD Free Kitty Usage/MOD Order/Free MOD.. MOD TAB

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 PROSPECTIVE SUBSCRIBER DETAILS RECONFIRMATION MORE OPTION TECHNICAL CALLS Temporarily De-activation MY DISHTV SPACE Dish Flix Options NEAREST DEALER DETAILS CHECK FOR SD TO HD DEALER RMN INQUIRY CALLS

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.

Installation Request TAB Working with Other Tab In New WEB CSS-We have the all other TAB’s as well. Example:- Installation Request/Dish+ Upgrade Installation Request TAB DISH+ Upgrade

Click on >>> Icon to select the tagging. 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.

Select the Appropriate Tagging and Press Enter. Working with Tagging & Remark Step 2:- Select the Appropriate Tagging and Press Enter. Select the Appropriate Tagging and Press Enter.

Working with Tagging & Remark Step 3:- Tagging will be reflect , update the required Remarks.

Automation on Tab Click on Last Payment Click on Switch Off date

Case History Window In 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. 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. Comp No./Ticket No

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 Window PSPKT 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.

Provision for tickler/scroll for dynamic updates at CC This running Marquee has been integrated into the Web CRM and will be used to highlight important information just like a BREAKING NEWS ticker.