CSR - Rightnow Overview Post Assessment

10 Questions | Total Attempts: 457

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CSR Quizzes & Trivia

Questions and Answers
  • 1. 
    Before creating a new incident, CSRs should always check the following sections:
    • A. 

      Status

    • B. 

      Client Issue

    • C. 

      Supervisor Issue

    • D. 

      All of the above

    • E. 

      None of the above

  • 2. 
    To verify that application or policy has mapped correctly, the CSR can check the:
    • A. 

      Notes / Knowledge Base

    • B. 

      Application / AR / HRA Information Tab

    • C. 

      Contacts Tab

    • D. 

      Details Tab

    • E. 

      Attachments Tab

  • 3. 
    When dispositioning calls, the CSR should only choose sub categories under: (Select all that applies)
    • A. 

      “First Call Resolutions”

    • B. 

      “AR Help Desk”

    • C. 

      “Transfer Incident"

    • D. 

      "Carrier Team"

    • E. 

      "Data Team"

  • 4. 
    To properly save an incident, a CSR should ALWAYS click on “Save” and then “Save & Close.”
    • A. 

      True

    • B. 

      False

  • 5. 
    The correct Root Cause and Disposition information for each Call Reason are found in:
    • A. 

      Guided Assistance

    • B. 

      SSC

    • C. 

      Aplications/AR/HRA Information Tab

    • D. 

      Notes portion of RightNow

  • 6. 
    Using Guided Assistance along with all resources and troubleshooting will ensure the correct end answer.
    • A. 

      True

    • B. 

      False

  • 7. 
    Once the end state of Guided Assistance is reached it is NOT necessary to click “View,” if you already know which Root Cause and Disposition to choose, no one can tell if you do or do not anyways.
    • A. 

      True

    • B. 

      False

  • 8. 
    3-Way Call, Provided Instructions, Provided Plan Details, Set Expectations, Transferred Call are Disposition sub categories under:
    • A. 

      Transfer Incident

    • B. 

      AR Help Desk

    • C. 

      First Call Resolution

    • D. 

      Data Team

    • E. 

      Incorrectly Submitted

  • 9. 
    In order to transfer an incident to the carrier team, the CSR will select :
    • A. 

      Carrier/Enrollment >> Escalated to Specialist

    • B. 

      First Call Resolution >> Tranferred call

    • C. 

      AR Help Desk >> Pending Response from Carrier

    • D. 

      Transfer Incident >> Incident Transferred to Carrier Team

  • 10. 
    The ____________ is a brief description of why the customer is calling and is determined by the CSR.
    • A. 

      Call Reason

    • B. 

      Root Cause

    • C. 

      Disposition

    • D. 

      Subject

    • E. 

      Contact

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