CSR - Rightnow Updating Incidents Post Assessment

1. When receiving a call for an "Escalation issue" the CSR should:

Create a new incident

Ping a member of the Escalations team

Address any concerns the customer has about the incident

When receiving a call for an "Escalation issue," the CSR should inform the customer that they will notify the Escalations team and a member will reach out within the next 24 hours. They should also send an email to their supervisor with the customer's information and only notate the incident with "Customer call. Informed customer that you will email your supervisor that this is an escalation." This ensures that the appropriate team is aware of the issue and can take necessary actions while also keeping a record of the customer's concern.

Explanation

When receiving a call for an "Escalation issue," the CSR should inform the customer that they will notify the Escalations team and a member will reach out within the next 24 hours. They should also send an email to their supervisor with the customer's information and only notate the incident with "Customer call. Informed customer that you will email your supervisor that this is an escalation." This ensures that the appropriate team is aware of the issue and can take necessary actions while also keeping a record of the customer's concern.

2. "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

True

False

"Duplicate" incidents refer to incidents that have been created for the exact same issue, regardless of which team is responsible for it. These incidents can be in any status, including Open, Closed, Waiting, and may even involve resolved issues. Therefore, the statement "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" is true.

Explanation

"Duplicate" incidents refer to incidents that have been created for the exact same issue, regardless of which team is responsible for it. These incidents can be in any status, including Open, Closed, Waiting, and may even involve resolved issues. Therefore, the statement "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" is true.

3. "Supervisor Escalation" incidents are indicated by:

"waiting" status

Highlighted in green

"Yes" in "Supervisor Issue" Column

Highlighted in red

Both B & C

Both C & D

"Supervisor Escalation" incidents are indicated by both being highlighted in green and having "Yes" in the "Supervisor Issue" column. This means that when an incident is marked as "Supervisor Escalation," it will be highlighted in green and have "Yes" in the "Supervisor Issue" column.

Explanation

"Supervisor Escalation" incidents are indicated by both being highlighted in green and having "Yes" in the "Supervisor Issue" column. This means that when an incident is marked as "Supervisor Escalation," it will be highlighted in green and have "Yes" in the "Supervisor Issue" column.

4. After determining a call is a Client Escalation the CSR should: (Select all that applies)

Handle the call appropriately

Create a new incident and Ping a member of the Client Team

Send an email to your Supervisor and include customer information

not-available-via-ai

Explanation

not-available-via-ai

Submit

5. When is the ONLY time a CSR will change the disposition of a CURRENT incident? When the incident is for:

The Data Team

The AR Team

The Funding Team

The Carrier Team

All of the above

A CSR will only change the disposition of a current incident when the incident is for the Carrier Team.

Explanation

A CSR will only change the disposition of a current incident when the incident is for the Carrier Team.

6. When should you re-open an incident? When the Call Reason is:

For the same issue as a closed incident

The same issue as a closed incident but different carrier

For the same policy but different issue

Same issue but for the spouse of the customer

None of the above

You should re-open an incident when the Call Reason is for the same issue as a closed incident.

Explanation

You should re-open an incident when the Call Reason is for the same issue as a closed incident.

7. Client Escalation incidents can be identified by: (Select all that applies)

Highlighted in red

Once incident is opened it has been assigned to the Client Team

There is a "Yes" in the Client issue column

There is a sticky note in the SSC from a member of the Client Team

Client Escalation incidents can be identified by the following criteria: incidents that are highlighted in red, incidents that have been assigned to the Client Team once they are opened, incidents that have a "Yes" in the Client issue column, and incidents that have a sticky note in the SSC from a member of the Client Team.

Explanation

Client Escalation incidents can be identified by the following criteria: incidents that are highlighted in red, incidents that have been assigned to the Client Team once they are opened, incidents that have a "Yes" in the Client issue column, and incidents that have a sticky note in the SSC from a member of the Client Team.

Submit

8. When reopening an incident it is necessary to:

Include an explanation as to why believe it is the same issue

Verify that the new issue is for the same reason as the closed incident

Both A & B

Neither. You should NEVER reopen an incident

When reopening an incident, it is necessary to include an explanation as to why you believe it is the same issue and verify that the new issue is for the same reason as the closed incident. This ensures that there is a clear understanding of why the incident is being reopened and that it is indeed related to the previous incident. By doing so, it helps maintain accurate records and allows for proper analysis and resolution of the issue.

Explanation

When reopening an incident, it is necessary to include an explanation as to why you believe it is the same issue and verify that the new issue is for the same reason as the closed incident. This ensures that there is a clear understanding of why the incident is being reopened and that it is indeed related to the previous incident. By doing so, it helps maintain accurate records and allows for proper analysis and resolution of the issue.

9. 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.

True

False

To avoid creating duplicate incidents and effectively handle client and supervisor escalations, it is necessary to check for any previous incidents that have been created in RightNow. This ensures that the same issue is not being addressed multiple times and helps in providing a better and more efficient resolution to the problem at hand. By checking for previous incidents, the support team can also identify any recurring issues or patterns that need to be addressed proactively. Therefore, the statement "It is necessary to check any previous incidents that have been created in RightNow" is true.

Explanation

To avoid creating duplicate incidents and effectively handle client and supervisor escalations, it is necessary to check for any previous incidents that have been created in RightNow. This ensures that the same issue is not being addressed multiple times and helps in providing a better and more efficient resolution to the problem at hand. By checking for previous incidents, the support team can also identify any recurring issues or patterns that need to be addressed proactively. Therefore, the statement "It is necessary to check any previous incidents that have been created in RightNow" is true.

10. When updating an incident the CSR should

Leave a simple note stating “gathered the information.”

Create a new incident identical to the one the CSR is updating.

Include useful information gathered from the customer in the notes

Change the disposition regardless of which team it is sent to

All of the above

When updating an incident, it is important for the CSR to include useful information gathered from the customer in the notes. This helps in providing a comprehensive view of the incident and ensures that all relevant information is documented for future reference. Leaving a simple note stating "gathered the information" may not be sufficient in capturing the details of the incident. Creating a new incident identical to the one being updated is unnecessary duplication of work. Changing the disposition regardless of the team it is sent to may not be appropriate as different teams may have different requirements for incident resolution. Therefore, the correct answer is to include useful information gathered from the customer in the notes.

Explanation

When updating an incident, it is important for the CSR to include useful information gathered from the customer in the notes. This helps in providing a comprehensive view of the incident and ensures that all relevant information is documented for future reference. Leaving a simple note stating "gathered the information" may not be sufficient in capturing the details of the incident. Creating a new incident identical to the one being updated is unnecessary duplication of work. Changing the disposition regardless of the team it is sent to may not be appropriate as different teams may have different requirements for incident resolution. Therefore, the correct answer is to include useful information gathered from the customer in the notes.