INTERCOM KNOWLEDGE Flashcards
(14 cards)
- Which details marked with * (asterisk) must be filled in while creating a “Casino – Gameplay issue” ticket in Intercom?
a. Bet amount, amount over $25.00, date & time of issue.
b. Date & time of issue, bet amount, amount over $25.00.
c. Game name, date & time of issues, bet amount.
d. Bet amount, amount over $25.00, game name, date & time of issue.
d. Bet amount, amount over $25.00, game name, date & time of issue.
https://app.eu.intercom.com/a/inbox/sv5yl10o/inbox/admin/50029374/conversation/736015
- How can customers find their tickets once shared with them?
a. Players can access it through the chat widget at the bottom right of the website.
b. Players can open the chat widget in the “Need Help” section at the bottom of the website
c. A & B
d. Players cannot see the tickets ever.
c. A & B
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-HowCanCustomersFindtheirTickets
- A player contacts due to a “non-posted transaction”. Which ticket name must you use to escalate this via Intercom?
a. Payment Solutions – Deposit Delays.
b. Payment Solutions – Uncredited Deposit.
c. All of the above.
d. Payment Solutions – Payout claim.
b. Payment Solutions – Uncredited Deposit.
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-IntercomTicketNamesandReasons
- A player contacts regarding a possible account takeover (ATO). Which ticket name must be used to escalate this?
a. Financial Services - Unauthorized Activity
b. Financial Services - Login Issues
c. My Account - Service Complaint
d. Financial Services - Reactivate account
a. Financial Services - Unauthorized Activity
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-IntercomTicketNamesandReasons
- Which ticket name has to be used to “have Payout Canceled per player’s request”?
a. Payment Solutions - Payout Claim
b. Financial Services - Transaction Dispute
c. My Account - Cancel PO Request
d. My Account - Service Complaint
c. My Account - Cancel PO Request
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-IntercomTicketNamesandReasons
- Select the correct order for Ticket status phases:
a. Submitted > In Progress > Waiting on Internal Team > Waiting on customer > Resolved.
b. Submitted > Waiting on Internal Team > Waiting on customer > Resolved > Closed.
c. Submitted > In Progress > Waiting on customer > Resolved > Closed.
d. Submitted > In Progress > Waiting on Internal Team > Waiting on customer > Resolved > Closed.
d. Submitted > In Progress > Waiting on Internal Team > Waiting on customer > Resolved > Closed.
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-WhatAretheTicketStatusPhases
- What is true about the information that should be added to tickets?
a. Brief description of the issue, concise information should be added in the description box.
b. All details provided, using the same wording used by the player, in the Description box.
c. Relevant supporting details that may assist with resolution or follow-up should be included in the notes (error messages, technical insights, etc.).
d. A&C
d. A&C
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process#BackOfficeTicketingProcess-TicketFields
- When creating a ticket and there is only space to add one screenshot how would you add more screenshots to the ticket.
a. In the players account in KYC documents
b. In the ticket notes
c. One screenshot is enough
d. Send it to floor support
b. In the ticket notes
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process
- When a ticket is created how would you share it with the customer?
a. Give the player the ticket number
b. Tell the player it has been escalated
c. Turn on the toggle called share with customer
d. Tell them to check back in 24 hours
c. Turn on the toggle called share with customer
https://confluence.itspty.com/display/PSKB/Back+Office+Ticketing+Process
- Player requires to provided documents for payout verification, which ticket do you create to send the documents?
a. Financial Services - Home Address or Name Update
b. Payment Solutions - Payout Claim
c. Financial Services - Login Issues
d. Financial Services - KYC documents
d. Financial Services - KYC documents
https://confluence.itspty.com/display/PSKB/Intercom+Ticket+Names+and+Reasons
- When creating a ticket for a deposit limit increase, which of the following fields are mandatory to fill in, and has the * next to it?
a. New deposit limit
b. Account older than 45 days
c. Permanent or temporary
d. All of the above
d. all of the above
https://app.eu.intercom.com/a/inbox/sv5yl10o/inbox/admin/50029374/conversation/757461?view=List
- Which ticket name do we use for the following ticket reason: Escalate 6 overcharges claimed or exceeding 12%?
a. My Account - Negative Balance
b. My Account - Fees Issue
c. My Account - Deposit Instructions
d. Payment Solutions - Uncredited Deposit
b. My Account - Fees Issue
https://confluence.itspty.com/display/PSKB/Intercom+Ticket+Names+and+Reasons
- When do we use this ticket type: ‘Financial Services - Callback Request’?
a. Use this to update player’s physical address or a name change.
b. Use this to have a player called back if unable to transfer to fraud directly.
c. Email/Number Update - Use this to update player’s contact number or email address
d. Use this if a player has an Account Take Over claim
b. Use this to have a player called back if unable to transfer to fraud directly.
https://confluence.itspty.com/display/PSKB/Intercom+Ticket+Names+and+Reasons
- The player gets the error code is 1005 “Your account is temporary banned”, and OPCRM shows Log in denied by Iovation. Which ticket type would be used.
a. Poker - Poker Claim
b. Financial Services - Login Issues
c. Game Security - Poker Fraud Report
d. My Account - Opt in/Opt out
c. Game Security - Poker Fraud Report
https://confluence.itspty.com/display/PSKB/Intercom+Ticket+Names+and+Reasons
