CSR - Rightnow Overview Post Assessment

1. Before creating a new incident, CSRs should always check the following sections:

Status

Client Issue

Supervisor Issue

All of the above

None of the above

Before creating a new incident, CSRs should always check the status, client issue, and supervisor issue sections. This is important to ensure that they have thoroughly reviewed all relevant information and have considered all possible factors before creating a new incident. By checking these sections, CSRs can avoid unnecessary duplication of work and provide more efficient and effective customer service.

Explanation

Before creating a new incident, CSRs should always check the status, client issue, and supervisor issue sections. This is important to ensure that they have thoroughly reviewed all relevant information and have considered all possible factors before creating a new incident. By checking these sections, CSRs can avoid unnecessary duplication of work and provide more efficient and effective customer service.

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

Notes / Knowledge Base

Application / AR / HRA Information Tab

Contacts Tab

Details Tab

Attachments Tab

The CSR can check the Application / AR / HRA Information Tab to verify if the application or policy has mapped correctly. This tab provides information about the application, including any additional riders or endorsements, as well as the applicant's personal and contact details. By reviewing this tab, the CSR can ensure that all the necessary information has been accurately recorded and that the application or policy is correctly mapped according to the provided details.

Explanation

The CSR can check the Application / AR / HRA Information Tab to verify if the application or policy has mapped correctly. This tab provides information about the application, including any additional riders or endorsements, as well as the applicant's personal and contact details. By reviewing this tab, the CSR can ensure that all the necessary information has been accurately recorded and that the application or policy is correctly mapped according to the provided details.

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

“First Call Resolutions”

“AR Help Desk”

“Transfer Incident"

"Carrier Team"

"Data Team"

The correct answer is "First Call Resolutions" and "Transfer Incident". When dispositioning calls, the CSR should only choose sub categories under these two categories. This means that the CSR should choose sub categories that are related to resolving the customer's issue on the first call or transferring the incident to the appropriate team for further assistance.

Explanation

The correct answer is "First Call Resolutions" and "Transfer Incident". When dispositioning calls, the CSR should only choose sub categories under these two categories. This means that the CSR should choose sub categories that are related to resolving the customer's issue on the first call or transferring the incident to the appropriate team for further assistance.

Submit

4. To properly save an incident, a CSR should ALWAYS click on "Save" and then "Save & Close."

True

False

Clicking on "Save" and then "Save & Close" ensures that all the necessary information related to the incident is saved and the incident is properly closed. This two-step process helps in preventing any loss of data or incomplete incident records. It is important for a CSR to follow this procedure consistently to ensure accurate and complete incident documentation.

Explanation

Clicking on "Save" and then "Save & Close" ensures that all the necessary information related to the incident is saved and the incident is properly closed. This two-step process helps in preventing any loss of data or incomplete incident records. It is important for a CSR to follow this procedure consistently to ensure accurate and complete incident documentation.

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

Guided Assistance

SSC

Aplications/AR/HRA Information Tab

Notes portion of RightNow

The correct Root Cause and Disposition information for each Call Reason can be found in the Guided Assistance, SSC, Applications/AR/HRA Information Tab, and the Notes portion of RightNow. These sources provide the necessary information to determine the root cause and appropriate disposition for each call reason.

Explanation

The correct Root Cause and Disposition information for each Call Reason can be found in the Guided Assistance, SSC, Applications/AR/HRA Information Tab, and the Notes portion of RightNow. These sources provide the necessary information to determine the root cause and appropriate disposition for each call reason.

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

True

False

Using Guided Assistance along with all resources and troubleshooting will ensure the correct end answer. This statement implies that by utilizing Guided Assistance, along with all available resources and troubleshooting techniques, one can achieve the correct end answer. It suggests that the combination of these tools and techniques will lead to a successful outcome.

Explanation

Using Guided Assistance along with all resources and troubleshooting will ensure the correct end answer. This statement implies that by utilizing Guided Assistance, along with all available resources and troubleshooting techniques, one can achieve the correct end answer. It suggests that the combination of these tools and techniques will lead to a successful outcome.

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.

True

False

The explanation for the correct answer is that even if the end state of Guided Assistance is reached and the user already knows which Root Cause and Disposition to choose, it is still necessary to click "View" because it is a required step in the process. Additionally, clicking "View" allows for transparency and accountability as it provides a record of the user's actions and decisions.

Explanation

The explanation for the correct answer is that even if the end state of Guided Assistance is reached and the user already knows which Root Cause and Disposition to choose, it is still necessary to click "View" because it is a required step in the process. Additionally, clicking "View" allows for transparency and accountability as it provides a record of the user's actions and decisions.

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

Transfer Incident

AR Help Desk

First Call Resolution

Data Team

Incorrectly Submitted

The correct answer is First Call Resolution. The given disposition sub categories, such as 3-Way Call, Provided Instructions, Provided Plan Details, Set Expectations, and Transferred Call, all indicate actions taken during the initial call to resolve the customer's issue. This aligns with the concept of First Call Resolution, which refers to successfully resolving the customer's problem during their initial contact with customer support, without the need for further follow-up or transfers.

Explanation

The correct answer is First Call Resolution. The given disposition sub categories, such as 3-Way Call, Provided Instructions, Provided Plan Details, Set Expectations, and Transferred Call, all indicate actions taken during the initial call to resolve the customer's issue. This aligns with the concept of First Call Resolution, which refers to successfully resolving the customer's problem during their initial contact with customer support, without the need for further follow-up or transfers.

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

Carrier/Enrollment >> Escalated to Specialist

First Call Resolution >> Tranferred call

AR Help Desk >> Pending Response from Carrier

Transfer Incident >> Incident Transferred to Carrier Team

The correct answer is "Transfer Incident >> Incident Transferred to Carrier Team". This option is the most appropriate because it clearly states that the incident is being transferred to the carrier team. The other options do not specifically mention transferring the incident or involving the carrier team.

Explanation

The correct answer is "Transfer Incident >> Incident Transferred to Carrier Team". This option is the most appropriate because it clearly states that the incident is being transferred to the carrier team. The other options do not specifically mention transferring the incident or involving the carrier team.