Use Subscriber Lifecycle Management as an Agent

When you log in to Subscriber Lifecycle Management as an agent, you can use the Interaction Launcher to start an interaction with a customer. To view or manage a subscriber's account, you must first verify the subscriber by providing the required details. After verifying the subscriber, you can view information related to the subscriber and their subscription and carry out the relevant workflows.

1. Ensure that you're on the Service Console. If you're not on the Service Console, go to the App Launcher, enter Service and then click Service Console under All Apps.
2. On the Service Console, the Interaction Launcher is displayed in the bottom left corner. Click the Interaction Launcher, enter the subscriber's details to search for the subscriber, and then click Search.
3. Select the appropriate subscriber from the search results and click Verify.
4. Verify the subscriber's details and then click Launch Console.
5. The Customer Interaction page is displayed. Based on the subscriber's request, click the action you want to perform.

• Update Subscriber Details
  If a subscriber's information is incorrect, or if there are any changes in the subscriber's details, the subscriber might request you to update their information.
• Change Base Package in Subscriber Lifecycle Management
  In some cases, subscribers might contact customer care to change the base package associated with their subscription.
• Cancel Subscription in Subscriber Lifecycle Management
  If subscribers want to cancel their entire subscription, you can submit a cancellation request on their behalf. Subscription cancellation isn't effective immediately. When a cancellation request is submitted, the asset status is set to Cancellation in Progress. Meanwhile, a future-dated order (FDO) is created with the date aligned to the billing cycle end date or the promo offer end date and the cancellation is effective on that date.
• Buy Add-Ons in Subscriber Lifecycle Management
  Subscribers might want to add signature packages, channels, or services such as additional screens or a mobile device, to their subscription. The Buy Add-Ons business process allows you to select packages, channels, and services and add them to the customer's subscription.
• Cancel Add-Ons in Subscriber Lifecycle Management
  If subscribers no longer want a package or channel that they have currently subscribed to, they can request you to cancel the add-on. When you cancel an add-on for a subscriber, the cancellation isn't effective immediately. A cancellation request is submitted and the asset status is set to Cancellation in Progress. Meanwhile, a future-dated order (FDO) is created with the date aligned to the billing cycle end date or the promo offer end date and the cancellation is effective on that date.
• Create or Update a Case in Subscriber Lifecycle Management
  If a subscriber encounters any issue, you can create a case to track the issue. Subscribers can view their cases, but they can't update or close them. Whenever there is any update regarding an issue, you can update the case and when applicable, close it.
• View and Manage Billing in Subscriber Lifecycle Management
  You can view details of a subscriber's billing information, including past bills, the current billed amount and due date, and the payment method. Based on a customer's request, you can update the payment method details or make a payment.