CSR - Rightnow Updating Incidents Post Assessment | Attempts: 621

2.

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
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
Send an email to your Supervisor and include customer information

Correct Answer(s)

A. Handle the call appropriately
A. 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
A. 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:

The Data Team
The AR Team
The Funding Team
The Carrier Team
All of the above

Correct Answer

A. The Carrier Team

Explanation

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

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4.

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

Correct Answer

A. 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.

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5.

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

Correct Answer(s)

A. Highlighted in red
A. Once incident is opened it has been assigned to the Client Team
A. There is a "Yes" in the Client issue column
A. There is 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.

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6.

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

Correct Answer

A. Both A & B

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.

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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.

True
False

Correct Answer

A. 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.

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8.

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

Correct Answer

A. 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.

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9.

When receiving a call for an “Escalation issue” the CSR should:

Create a new incident
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.”
Ping a member of the Escalations team
Address any concerns the customer has about the incident

Correct Answer

A. 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.”

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.

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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

True
False

Correct Answer

A. 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.

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CSR - Rightnow Updating Incidents Post Assessment

“Supervisor Escalation” incidents are indicated by:

Quiz Preview

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

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

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

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

When reopening an incident it is necessary to:

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.

When updating an incident the CSR should

When receiving a call for an “Escalation issue” the CSR should:

“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