Activate / Deactivate Decision Tree

Activate / Deactivate Decision Tree

Choose the reason why the consumer needs assistance.

 Deactivation {ACDA2}

 Status Check {ACDA9}

 Web Form Denial {ACDA11}

 Activation {ACDA8}

***If the consumer is requesting assistance with a PS3 please click “here” (need link to PS3 deactivation article)

Does the consumer have access to the activated console?

 Yes {ACDA2a}

 No {ACDA7}

Educate Consumer, Code Case & Close Call

1. Advise the consumer can deactivate the old console directly from the unit.

You can find step by step instructions for deactivating consoles in the articles below:

 PS4: https://support.us.playstation.com/articles/en_US/KC_Article/Deactivating-your-PlayStation-from-your-Primary-PS4

 PS3: https://support.us.playstation.com/articles/en_US/KC_Article/Activate-Deactivate-a-PS3

 PS Vita: https://support.us.playstation.com/articles/en_US/KC_Article/Activate-Deactivate-PS-Vita Note: You can also utilize the PS4 Virtual guide for assistance

2. Advise the consumer in the future we recommend deactivating the old console if they ever obtain a new console.

3. Code the case:

 Type of Offering = Account & Online Services

 Offering = PlayStation Network Account

 Reason for Contact = Device Management

 Sub-Reason = Device Deactivation

 Resolution = Troubleshooting Successful

 Case Status = Closed

 Case Comments = “Educated consumer on self-service deactivation processes”

Refer Consumer to Web Form

All deactivation requests are referred to the web form. Agent should not perform any deactivations over the phone or chat.

Do not assign directly to ConsoleDeactivation queue.

1. Advise the consumer:

“I’m happy to help you with this today. I am going to send you an email with a link where you can submit your request online, and a specialist will get back to you within 1 business day. Can I confirm your email address?”

Chat: Use quick text [Deactivate - Refer].

Were you able to successfully refer the consumer to the web form?

 Yes {ACDA3a}

 No {ACDA13}

Verify Email, Code Case & End Call/Chat

1. Verify and update the consumer’s email address.

 An email will automatically be sent to the consumer once the status is updated to [Closed]

2. Code the case:

 Type of Offering: Account & Online Services

 Offering: PlayStation Network Account

 Reason for Contact: Device Management

 Sub Reason: Device Deactivation

 Resolution: Send Deactivation Email

 Case Status: Closed

 Case Comment: Successful AR case: [case #]

Appendix

Manually Sending this email:

If consumer states they never received email, you can send one manually:

1. Select “Send an Email”

2. PSN Folder

3. Email to send: CS002 - Deactivate Game Content

Determine if the consumer was a victim of an account take-over

Check the consumer’s case history to see if there is a Diagnosis-AR case with a resolution of “Account Recovery” within the last 30 days.

Did you find a Diagnosis-AR case with a resolution of Account Recovery in the consumer’s case history?

 Yes {ACDA3}

 No {ACDA13}

Reminder – Never disclose internal process to consumers. Do not mention that you are

checking for previous account recovery cases

Missing Information or Sign-In ID & Online ID don’t match

1. Inform the consumer that we were unable to verify their PSN account details and advise them:

Unfortunately, the PSN account information you provided was not correct. We are going to send you another link to submit your request. Please make sure the information you provide is correct.

2. Verify and update the consumer’s email address.

An email will automatically be sent to the consumer once the status is updated to [Closed]

3. Create a new case (DO NOT modify the original denial case) Code the case:

 Type of Offering: Account & Online Services

 Offering: PlayStation Network Account

 Reason for Contact: Device Management

 Sub Reason: Device Deactivation

 Resolution: Send Deactivation Email

 Case Status: Closed

 Case Comments (Copy, fill in missing information, paste in Atlas case):

Successful AR case: [case #]

Web Game Deactivation

Did the consumer perform game deactivation from the website within the last 6-months?

 Yes {ACDA4}

 No {ACDA7a}

Educate Consumer, Code Case & Close Call

1. Advise the consumer they can deactivate their consoles from the website once every 6 months.

https://support.us.playstation.com/articles/en_US/KC_Article/Deactivate-PlayStation-Consoles-Via-Website

NOTE – Do NOT stay on the line to walk the consumer through the deactivation process unless they specifically ask for help.

2. Advise the consumer in the future we recommend deactivating the old console if they ever obtain a new console.

3. Code the case:

 Type of Offering = Account & Online Services

 Offering = PlayStation Network Account

 Reason for Contact = Device Management

 Sub-Reason = Device Deactivation

 Resolution = Troubleshooting Successful

 Case Status = Closed

 Case Comments = “Educated consumer on self-service deactivation processes”

Educate Consumer, Code Case & Close Call

1. Advise the consumer you will send them instructions on how to activate their console.

2. Code the case:

 Type of Offering: Account & Online Services

 Offering: PlayStation Network Account

 Reason for Contact: Device Management

 Sub Reason: Device Activation

 Resolution: Send Activation Email

 Case Status: Closed

 Case Comments: Note the reason why the consumer has requested activation.

Phone: How to send the email

 Select “Send an Email”

 PSN Folder

 Email to send: CS100_PSN_Activating_Your_System

Chat: Paste the appropriate link to the device the consumer would like to activate.

 PS4: https://support.us.playstation.com/articles/en_US/KC_Article/Deactivating-your-PlayStation-from-your-Primary-PS4

 PS3: https://support.us.playstation.com/articles/en_US/KC_Article/Activate-Deactivate-a-PS3

 PS Vita: https://support.us.playstation.com/articles/en_US/KC_Article/Activate-Deactivate-PS-Vita

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End Process

Educate Consumer, Code Case & Close Call

1. Check previous case history to locate existing deactivation case.

2. Advise the consumer of the status.

2. Code the case:

 Type of Offering: Status Inquiry

 Existing Case #: Enter Case Number

 Question: Status of Console Deactivation

 Resolution: Question Answered

 Case Status: Closed

 Case Owner: Close the Case in your Ownership. Do NOT assign the Case to the ConsoleDeactivations Queue.

 Case Comments: Consumer checking status of deactivation request, advised of TAT.

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What was the reason for the denial?

1. Look up the denied web case in the consumer’s Atlas case history.

2. Check case comments for the denial reason left by back office. You should see one of the following:

 Missing Information or Sign-In ID & Online ID don’t match {ACDA5}

 Policy Violation {ACDA14}

Denied Deactivation Request

End Contact - Educate Consumer 1. Inform the consumer:

I’m sorry, but we will not be able to perform the deactivation for you.

You are still entitled to deactivate all consoles via the website once every six months from our website. (Provide the website if consumer asks - https://

support.us.playstation.com/articles/en_US/KC_Article/Deactivate-PlayStation-Consoles-Via-Website).

If you are able to locate the currently activated system on your account, you may deactivate it at any time.

Please keep in mind, you still have access to all of your PS4 games, content, and subscriptions by signing to the PlayStation Network from any PlayStation 4 system.

2. Code the call as:

Type of Offering = Account & Online Services Offering = PlayStation Network Account Reason for Contact = Device Management Sub-Reason = Device Deactivation

Click “Create Case”

Resolution = Deny Customer Request Status = Closed

Case Comments = Document that deactivation was deemed ineligible because the consumer either refused to use web form or was denied for Policy Violation or other reason

Note: Close the Case in your Ownership. Do NOT assign the Case to the ConsoleDeactivations Queue.

Previous Slide (Is there an ATO case?)

Denied Deactivation Request

End Contact - Educate Consumer 1. Inform the consumer:

I’m sorry, but we will not be able to perform the deactivation for you.

You are still entitled to deactivate all consoles via the website once every six months from our website. (Provide the website if consumer asks - https://

support.us.playstation.com/articles/en_US/KC_Article/Deactivate-PlayStation-Consoles-Via-Website).

If you are able to locate the currently activated system on your account, you may deactivate it at any time.

Please keep in mind, you still have access to all of your PS4 games, content, and subscriptions by signing to the PlayStation Network from any PlayStation 4 system.

2. Create a new Case (DO NOT modify the original Case, if one exists)

3. Code the call as:

Type of Offering = Account & Online Services Offering = PlayStation Network Account Reason for Contact = Device Management Sub-Reason = Device Deactivation

Click “Create Case”

Resolution = Deny Customer Request Status = Closed

Case Comments = Document that deactivation was deemed ineligible because the consumer either refused to use web form or was denied for Policy Violation or other reason

Note: Close the Case in your Ownership. Do NOT assign the Case to the ConsoleDeactivations Queue.

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End Process