Nsc Grants@heart Call Quiz

1. What Siebel Reason Codes should be used to document any call concerning Grants@Heart?

Professional Requests >> Grants@heart >> Login/password issue or Other/transferred to Grants

Prof. Svs Team >> PMember Service >> Awards

Programs >> Fund Raiser >> Fundraiser Kit Request

Professional Requests >> Member Service >> General Membership Inquiry

A.) Correct Answer

B.) Incorrect according to the Flow Chart - Prof. Svs Team reason codes are only used by the Professional Service Team

C.) Incorrect according to the Flow Chart

D.) Incorrect according to the Flow Chart

Explanation

A.) Correct Answer

B.) Incorrect according to the Flow Chart - Prof. Svs Team reason codes are only used by the Professional Service Team

C.) Incorrect according to the Flow Chart

D.) Incorrect according to the Flow Chart

2. Once you have ensured that the customer's issue is a Grants @ Hearts inquiry, the first question you should ask is "What does the error message say?" If the error message reads "Your session has expired," what is the next course of action?

Transfer the customer to x6152 immediately (internal transfer use only)

Access Grants@Heart, login with the "custRep" ID, and follow the instructions to reset their password for them.

Have them email a screenshot to [email protected] immediately.

A.) Customers should only be transferred here if the other steps on the flow chart do not work first.

B.) Correct Answer

C.) Incorrect answer according to the Grants@Heart Flow Chart

D.) Customers should only be given this email address as an option if all other steps on the Flow Chart were unsuccessful

Explanation

A.) Customers should only be transferred here if the other steps on the flow chart do not work first.

B.) Correct Answer

C.) Incorrect answer according to the Grants@Heart Flow Chart

D.) Customers should only be given this email address as an option if all other steps on the Flow Chart were unsuccessful

3. If a customer calls in with any general questions regarding the Grants Department OTHER THAN an error message when they attempt to login at research.americanheart.org, what should you do if the answer cannot be provided from the website?

Warm Transfer the customer to PST (x3935) from 8:30 a.m. - 5:00 p.m.

Warm transfer the customer to TNT (x5817) from 8:30 a.m. - 5:00 p.m.

Warm transfer the customer to Grants Dept. (x6152) from 8:30 a.m. - 5:00 p.m.

Provide the customer with the direct dial 214-360-6107 or email [email protected] if it is outside business hours

A & D

B & D

C & D

A.) This is not a PST Call

B.) This is not a TNT Call

C.) Correct - but D is also correct

D.) Correct, but C is also correct

Explanation

A.) This is not a PST Call

B.) This is not a TNT Call

C.) Correct - but D is also correct

D.) Correct, but C is also correct

4. Once you have ensured that the customer's issue is a Grants @ Heart inquiry, the first question you should ask is "What does the error message say?" If the error message reads "Your username/password is invalid," what is the next course of action?

Transfer the customer to x6152 immediately (internal transfer use only)

Have the customer close out all browser windows and reload research.americanheart.org

Access Grants@Heart, login with the "custRep" ID, and follow the instructions to reset their password for them.

Transfer the customer to PST

A.) Incorrect answer according to the Grants@Heart Flow Chart

B.) Incorrect answer according to the Grants@Heart Flow Chart

C.) Correct Answer

D.) Incorrect Answer - PST does not handle questions regarding Grants @ Heart

Explanation

A.) Incorrect answer according to the Grants@Heart Flow Chart

B.) Incorrect answer according to the Grants@Heart Flow Chart

C.) Correct Answer

D.) Incorrect Answer - PST does not handle questions regarding Grants @ Heart

5. If a customer is experiencing login difficulties, you need to first assess with which website they are having an issue. On what websites can we reset the passwords for Grants @ Heart customers?

My.americanheart.org

Research.americanheart.org

Learn.heart.org

All of the Above

A.) my.americanheart.org passwords need to be reset using the Admin Client Tool. This is not a Grants @ Heart website.

B.) Correct Answer

C.) learn.heart.org passwords need to be reset using the Admin Client Tool. This is not a Grants @ Heart website.

D.) research.americanheart.org is the only website associated with Grants@Heart for which we can reset passwords

Explanation

A.) my.americanheart.org passwords need to be reset using the Admin Client Tool. This is not a Grants @ Heart website.

B.) Correct Answer

C.) learn.heart.org passwords need to be reset using the Admin Client Tool. This is not a Grants @ Heart website.

D.) research.americanheart.org is the only website associated with Grants@Heart for which we can reset passwords

6. What procedure should you advise the customer to follow upon providing them with their new password?

Advise them to write down their password so they don't forget it again.

Advise them to change their password every 6 months and use a different one each time.

D is the only correct answer according to the Grants @ Heart Flow Chart

Explanation

D is the only correct answer according to the Grants @ Heart Flow Chart

7. After you have established that the customer needs their password reset for research.americanheart.org, you conduct a search for the customer in the database. Upon finding the customer, you discover that he/she has more than one account. What should you do?

Warm Transfer the customer to PST (x3935) from 8:30 a.m. - 5:00 p.m.

Warm transfer the customer to TNT (x5817) from 8:30 a.m. - 5:00 p.m.

Warm transfer the customer to Grants Dept. (x6152) from 8:30 a.m. - 5:00 p.m.

Provide the customer with the direct dial 214-360-6107 or email [email protected] if it is outside business hours

A & D

B & D

C & D

A.) This is not a PST Call

B.) This is not a TNT Call

C.) Correct - but D is also correct

D.) Correct, but C is also correct

Explanation

A.) This is not a PST Call

B.) This is not a TNT Call

C.) Correct - but D is also correct

D.) Correct, but C is also correct

8. What is the Admin I.D. and Password to login to research.americanheart.org so that you may change the customer's password?

I.D.: NSCadmin , Password: password

I.D.: custRep, Password: password

I.D.: custRep, Password: cardiac2010

There is no need for a login and password. It is auto saved for all NSC Customer Care Specialists

A.) This is the login ID and Password for the Admin Client Tool. This is a completely different tool and is NOT used for Grants @ Heart login issues

B.) Incorrect password

C.) Correct

D.) This is not true

Explanation

A.) This is the login ID and Password for the Admin Client Tool. This is a completely different tool and is NOT used for Grants @ Heart login issues

B.) Incorrect password

C.) Correct

D.) This is not true

9. If there is an urgent escalation for Grants @ Heart, what is the procedure?

A.) Correct Answer

B.) DO NOT provide staff names or direct dial numbers to customers

C.) This is NOT a PST issue - Grants @ Heart is a different department

D.) The Advisor Log has nothing to do with Grants @ Heart

Explanation

A.) Correct Answer

B.) DO NOT provide staff names or direct dial numbers to customers

C.) This is NOT a PST issue - Grants @ Heart is a different department

D.) The Advisor Log has nothing to do with Grants @ Heart

10. Customers will not always use the words, Grants@Heart," when asking for assitance. What probing question should be used to determine if this customer is needing assitance with Grants@Heart?

Is this about a grant?

What website are you experiencing issues with?

Do you know your instructor's name?

Is this about the Web Admin Client Tool or Grants@Heart?

A.) There are many different types of grants. Some customers may refer to funding for conferences as "grants." The best way to ensure a customer's question is regarding Grants @ Heart is to ensure they are working on research.americanheart.org.

B.) Correct Answer

C.) Instructors are not involved in this process at all. That is a probing question for CPR Calls.

D.) The Web Admin Client Tool is an internal tool. Customers do not know the difference.

Explanation

A.) There are many different types of grants. Some customers may refer to funding for conferences as "grants." The best way to ensure a customer's question is regarding Grants @ Heart is to ensure they are working on research.americanheart.org.

B.) Correct Answer

C.) Instructors are not involved in this process at all. That is a probing question for CPR Calls.

D.) The Web Admin Client Tool is an internal tool. Customers do not know the difference.