1. 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

3. 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.

4. 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 .

5. How to open customer service screen
Click on customer service screen to open

6. Main page – Customer service screen

7. Subscriber Details will Process
How to Process- Subscriber Details
Enter VC No and Press Enter (Can Select Registered Mobile Number/SMS ID/ ID from the Drop Down List to get the subscriber details.)
Enter VC number
Subscriber Details will Process

8. 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

9. Details Available
Last Payment Details/RMN and ID and Case History
Last Payment Details
RMN/ ID details
Case History Details

10. Details Available
Parent & Child Connection Details

11. 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

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

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

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

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

16. Working with TAB- SEARCH
In Search Group we will get the details of Subscriber/MMT/Pin Code /STB Details/ Channel/ Hierarchy/ Parent-Child/Search / Unreco TAB/Home Delivery/Leads & Flexi Details.
Search Tab

17. 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

18. 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

19. Working with TAB- DVR
In DVR Group we will get the details DVR(PVR Activation)/DVR Details.
DVR TAB

20. 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

21. 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

22. 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

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

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

25. 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.

26. 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

27. Working with ACTION TAB’s cont...

28. 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.

29. 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

30. 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.

31. 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.

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

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

34. 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..

35. 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

36. 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

37. PSPKT Pendency Window
PSPKT Pendency Window is available on BIZ CRM Home Screen.

38. Offer Information Window
Common Window for all Offer is available on processing on every VC as available on ZT.

39. 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.