GAME Sling

If a customer wants to know what devices the app is available on, where can you direct them?

• Sling.com/devices & help.sling.com

• Compatible Devices Comparison Article

• Google

• Advise them to refer to their local electronic section in any major department store

Which streaming devices have the Sling TV APP UI's have the Last Channel Recall feature?

• AirTV, Amazon, Roku, LG, and Samsung

• Android and iOS

• Amazon Fire TV, Roku, and Air TV

• AirTV Player, Roku, LG, and Samsung

What is the difference in features between Android and iOS mobile devices?

• Neither have movie rentals

• Android has movie rentals but iOS does not

• There are no differences

• iOS has movie rentals but Android does not

If an account is active, past due, or cancelled where will you be able to see this information?

• The top right corner of IcePak

• Transactions

• Customer App

• Connectivity

If a customer is trying to cancel due to a competitor, you would you do?

• Go to the OTT Competitor Comparison Article and give them talking points

• Use the OTT Competitor Flow

• Go to the Sling TV Overview page and highlight the talking points of Sling

• Research the specific competitor to give talking points off of the competitor's website

If a customer is Roku Payment Method, where would they go to update billing?

• Only through IcePak

• Sling.com/account and Roku.com

• Roku.com

• Sling.com/account

The number one step to handling a customer who wants to cancel is?

• Identifying the reason & accessing the proper flow

• Apologizing and helping them cancel

• Going to IcePak and helping the customer cancel the account

• Walking the customer through the cancellation process on sling.com

If a customer is cancelling in the middle of a three month prepaid device bundle what happens?

• They can cancel immediately and we prorate them a refund, but the device is theirs to keep

• They must return the device, then the account will be cancelled.

• They can cancel immediately and we prorate them a refund, and a shipping label to return the equipment

• The account is cancelled at the end of their full prepaid billing period and the device is theirs to keep

Before you can access troubleshooting flows, what do you need to do?

• Open the separate Troubleshooting Flows App

• Select the equipment the issue is occurring on

• Check Knowledge to see if there are any known issues

• Check for outages

If you need to submit a ticket after going through the flow, which app do you use?

• IcePak

• Customer App

• Knowledge App

• Flows App