Issue Aware, Call Tags, Dv Quiz
- 1.Explain the purpose of creating Issue Aware tickets
- 2.Give 2 reasons an Issue Aware would be required?
- 3.Explain ITR (Intent to Return)
- 4.Name two people that you would include as stakeholders on your IA’s.
- 5.What is a Call Tag
- A.
Caretaker calls to request a UPS label to send back materials or equipment
- B.
UPS brings UPS labels to the HH to pick up boxes to ship back to CA
- C.
UPS mails out labels to the HH so they can drop boxes off at the UPS office
- D.
Returns calls the family to obtain email address to send labels to have our materials sent back
- 6.What is the "cut-off time" for next day call tag requests?
- A.
End of Day the day before
- B.
First thing in the morning the day of the call tag
- C.
4pm the day before
- D.
5pm the day before
- 7.When creating a call tag for UPS to go out to a family, what would the Due Date be on the Issue Aware ticket?
- A.
2 weeks from the date of contact with the HH
- B.
5 days from the date of contact with the HH
- C.
The day the HH picks
- D.
The day that the Returns department picks
- 8.Which dataview do you access to place a hold on an order?
- A.
HH Flags for Ordering
- B.
HH Flags for Holding
- C.
HH Flags for Shipment
- D.
HH Flags for Support
- 9.Which dataview do you access to check on the status of the family’s ISP subsidy?
- A.
Internet Subsidy for Customer Support Access
- B.
Internet Subsidy for Customer Service Access
- C.
Internet Subsidy for household Access
- D.
Internet Subsidy for Student Access
- 10.Which dataview do you access to start a student’s withdrawal from the program?
- A.
Initiate Household Withdrawal Request
- B.
Initiate Student Withdrawal
- C.
Initiate Household Withdrawal
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