Read each question carefully and select the correct answer.
It’s an internet and cable company based in the U.S.
It’s a free streaming service like Youtube.
It’s a sports streaming service that requires a subscription.
I don’t know what WWE Network is.
First & Last Name
Last 4 Digits of Credit Card
Email Address
Billing Address
Home Address
Paypal
E-Card
Credit Card/Debit Card
WWE Network Prepaid Card
Prepaid Credit Card
Chat
Video
Phone
True
False
Walk Dennis on redeeming the card by going to wwe.com/redeem
Advise Dennis that he cannot use the network prepaid card at this time. He must wait for the current subscription to end and redeem it upon expiration.
Advise Dennis that he cannot use the network prepaid card. What he used as payment method upon purchasing will be the permanent payment method.
This isn’t something I support. Transfer to L2 Billing.
Walk Klint on redeeming the card by going to wwe.com/redeem
Advise Klint that he cannot use the network prepaid card at this time. He must cancel the current subscription and redeem it upon expiration.
Advise Klint that he cannot use the network prepaid card. What he used as payment method upon purchasing before will be the permanent payment method.
This isn’t something I support. Transfer to L2 Billing.
Immediately proceed with the request. Cancel the subscription and provide the cancellation details.
Ask how he is related to Karl, and why he wants to cancel. Make sure Trevor is able to validate all account information before escalating to your supervisor.
Ask how they are related to Karl, and why he wants to cancel. As long as Trevor is able to answer the questions, we may proceed with the request.
This needs intervention from a Supervisor. Transfer the call.
No, user must be directed to watch.wwe.com to purchase
Yes, advise that the billing then will be via Playstation Store and not through us
No, since PS4 is not a supported device
Yes, but advise that the price is higher than what’s on the network website.
What device are you using to watch?
What is your internet speed?
Where are you currently located?
No questions. Advise him to wait for the video to load.
Windows XP
MAC Mountain Lion
Android Oreo
Chromebook
IOS 11.0
No, LG TV is not a supported device regardless of the model number
It depends, we need the exact model number to validate. If customer is unable to provide, refer them to manufacturer.
Yes, KB states we support LG TV 2017 models and newer
Transfer to Level 2
Advise that his device is not supported. Ask if he has another device.
First, advise to install the WWE Network app which is free. Afterwards, go to watch.wwe.com to purchase the subscription.
First, advise to install the WWE Network app which is free. Afterwards, purchase the subscription via the app too
First, advise to install the WWE Network app which cost $9.99 upfront. Afterwards, go to watch.wwe.com to purchase the subscription for another $9.99.
Apologize and say that Windows 10 does not meet our system requirements.
Advise that we can no longer download the app on Windows 10, customer needs to use a supported browser
Advise that yes, he may. He just have to download the FREE WWE App from the Microsoft Store.
Refer Luke to Microsoft Support as they are the best to ask of their device’s compatibility.
Name (First and Last Name)
Address (Billing Address)
Username (Email Address)
CC (Last 4 digits of the Credit Card)
ADOBE
WWE
ID
None of the above
Watch List
Watch History
Activity History
Licenses
True, this includes the default payment method.
False, we have no way to delete payment methods on our end.
True, except the default payment method on file.
False, this must be escalated to supervisors.
Summary > Actions then select Suspend
Summary > Manage then click Cancel Subscription
Licenses > Click on the recent billing > Actions then select Suspend
Agents cannot cancel accounts they should reach out to their supervisor.
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