This post-assessment quiz for CSR in RightNow Updating Incidents evaluates knowledge on handling supervisor and client escalations, incident reopening, and disposition changes. It focuses on practical scenarios in customer service and incident management.
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
The Data Team
The AR Team
The Funding Team
The Carrier Team
All of the above
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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
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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
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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
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True
False
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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
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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
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True
False
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Quiz Review Timeline (Updated): Mar 19, 2023 +
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