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

Correct Answer
E. Both B & C

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.

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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

Correct Answer(s)
A. Handle the call appropriately
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

Correct Answer
D. 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:

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

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)

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

Correct Answer(s)
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

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:

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

Correct Answer
C. 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.

A.

True
B.

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

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

Correct Answer
C. 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:

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

Correct Answer
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.”

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

A.

True
B.

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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