CSR - Rightnow Updating Incidents Post Assessment
- 1.“Supervisor Escalation” incidents are indicated by:
- A.
"waiting" status
- B.
Highlighted in green
- C.
"Yes" in "Supervisor Issue" Column
- D.
Highlighted in red
- E.
Both B & C
- F.
Both C & D
- 2.After determining a call is a Client Escalation the CSR should: (Select all that applies)
- A.
Handle the call appropriately
- B.
Create a new incident and Ping a member of the Client Team
- C.
Regardless of what the customer is calling about, the CSR should inform the customer that a member of the Client Support team is handling the account and will reach out to them within the next 24 hours
- D.
Send an email to your Supervisor and include customer information
- 3.When is the ONLY time a CSR will change the disposition of a CURRENT incident? When the incident is for:
- A.
The Data Team
- B.
The AR Team
- C.
The Funding Team
- D.
The Carrier Team
- E.
All of the above
- 4.When should you re-open an incident? When the Call Reason is:
- A.
For the same issue as a closed incident
- B.
The same issue as a closed incident but different carrier
- C.
For the same policy but different issue
- D.
Same issue but for the spouse of the customer
- E.
None of the above
- 5.Client Escalation incidents can be identified by: (Select all that applies)
- A.
Highlighted in red
- B.
Once incident is opened it has been assigned to the Client Team
- C.
There is a "Yes" in the Client issue column
- D.
There is a sticky note in the SSC from a member of the Client Team
- 6.When reopening an incident it is necessary to:
- A.
Include an explanation as to why believe it is the same issue
- B.
Verify that the new issue is for the same reason as the closed incident
- C.
Both A & B
- D.
Neither. You should NEVER reopen an incident
- 7.In order to avoid creating duplicate incidents as well as identify Client and Supervisor Escalations, It is necessary to check any previous incidents that have been created in RightNow.
- A.
True
- B.
False
- 8.When updating an incident the CSR should
- A.
Leave a simple note stating “gathered the information.”
- B.
Create a new incident identical to the one the CSR is updating.
- C.
Include useful information gathered from the customer in the notes
- D.
Change the disposition regardless of which team it is sent to
- E.
All of the above
- 9.When receiving a call for an “Escalation issue” the CSR should:
- A.
Create a new incident
- B.
Inform the customer that you will notify the Escalations team and member will reach out to you within the next 24 hours, send an email to your supervisor with customer’s information, and ONLY notate the incident with’ “Customer call. Informed customer that you will email your supervisor that this is an escalation.”
- C.
Ping a member of the Escalations team
- D.
Address any concerns the customer has about the incident
- 10.“Duplicate” incidents are incidents that have been created for the exact same issue, regardless of which team – Carrier, Data, AR, Funding,. “Duplicate” incidents can be in any status – Open, Closed, Waiting and may include resolved issues
- A.
True
- B.
False
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