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How do we edit a case ?
Click on the edit button or click on the pen icon next to the tab that needs to be editted.
What is warm and cold transfers ?
Warm transfer - We stay on the line and speak to the CCR for the other department and then transfer the call. Cold Transfer - We directly transfer the call.
How do we transfer a case to a particular queue?
Once the case is created, I click on the change owner button next to my name. Then from the drop down I select queue and then select the queue to transfer.
What are the different options under Agent tab in SalesForce, that I can use to search for an Agent's profile
Agent #, Agent LMS, Agent Name, Kiosk number or Address
What is the article that I need to follow if an agent is calling for technical issues ?
Article # 000003846 - Agent Technical Issues
Paying is bill is the only option for customers under our Express Payment Service? (True/False)
False. The customer can send money also to inmates in correctional facilities like JPAY or FBOP
What do you understand by Home Delivery Service?
Receiver will get the money delivered to his home.
What do you understand by Account Deposit Service
Receiver does not need to go to MG location to pick up the money and the money will be deposited into the receiver's bank account
What are the terms we can use for MoneyGram Plus Rewards Program
MoneyGram Plus Rewards Membership, MG Plus Rewards Number, MG Plus Rewards Program, Complimentary Program
What are the benefits of MoneyGram Plus Rewards Program
Discounts, Notifications, Premier Status, Transaction History
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