Rogers Customer Interaction Management (CIM) System

When creating a CSR (Customer Service Representative) work folder, the system saves the Case information being worked on and any Action Items that need to be completed as part of that case.

LOB (Line of Business) information is visible at the Account level in the Customer Profile window. This allows viewing which business line the customer account belongs to.

The CIM interaction Home Page displays 2 addresses - typically a primary service address and an alternate or billing address for the customer.

The Ctrl+Shift+W keyboard shortcut activates the Wrap functionality in CIM search windows, which is used to wrap text or adjust display formatting.

CIM (Customer Interaction Management) system supports three customer types: Common Customer (basic), Consolidated Customer (multiple services combined), and Consolidated Cable (cable-specific consolidated accounts).

CPI (likely a loyalty or incentive program) offers are specifically available for Fido Wireless accounts, not for Rogers Cable or Rogers Wireless accounts.

The CIM Interaction home page displays 4 ECP tabs. These tabs organize different functions of the customer interaction management system for easy navigation during customer service operations.

ADR (likely Account Data Retrieval or similar business process term) occurs when you select 'Save and Dispatch' for a CASE. This action triggers the automated data retrieval process after saving the case information.

When creating a Contact in CIM, the mandatory fields are First name, Last name, and EITHER a home phone number OR a business phone number. The system requires at least one contact number but accepts either type.

When an Account is linked to a Contact in CIM, only certain Contact fields remain editable. The modifiable fields are Email, Alternate contact, and Contact language. Other personal data like name and phone numbers become read-only from the Account linkage.

Real Time Offers (RTO) refers to Rogers Promotional offers that are dynamically presented to customers during interactions. These are time-sensitive promotional offers that CSRs can view and potentially offer to customers.

Flexible attribute Templates are related to Case management in CIM. These templates allow customizable fields and attributes to be added to Case records to capture specific information based on business needs.