Nsc [email protected] Call Quiz

10 Questions | Total Attempts: 75

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Nsc Grants@heart Call Quiz

Questions and Answers
  • 1. 
    Customers will not always use the words, [email protected]," when asking for assitance.  What probing question should be used to determine if this customer is needing assitance with [email protected]
    • A. 

      Is this about a grant?

    • B. 

      What website are you experiencing issues with?

    • C. 

      Do you know your instructor's name?

    • D. 

      Is this about the Web Admin Client Tool or [email protected]?

  • 2. 
    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?
    • A. 

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

    • B. 

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

    • C. 

      Access [email protected], login with the "custRep" ID, and follow the instructions to reset their password for them.

    • D. 

      Transfer the customer to PST

  • 3. 
    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?
    • A. 

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

    • B. 

      Have the customer close out all browser windows and reload research.americanheart.org. If that doesn't work, have them close out all browswers, open a new one, and delete cookies (PC) or empty cache (Mac)

    • C. 

      Access [email protected], login with the "custRep" ID, and follow the instructions to reset their password for them.

    • D. 

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

  • 4. 
    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?
    • A. 

      My.americanheart.org

    • B. 

      Research.americanheart.org

    • C. 

      Learn.heart.org

    • D. 

      All of the Above

  • 5. 
    What Siebel Reason Codes should be used to document any call concerning [email protected]?
    • A. 

      Professional Requests >> [email protected] >> Login/password issue or Other/transferred to Grants

    • B. 

      Prof. Svs Team >> PMember Service >> Awards

    • C. 

      Programs >> Fund Raiser >> Fundraiser Kit Request

    • D. 

      Professional Requests >> Member Service >> General Membership Inquiry

  • 6. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

    • E. 

      A & D

    • F. 

      B & D

    • G. 

      C & D

  • 7. 
    What procedure should you advise the customer to follow upon providing them with their new password?
    • A. 

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

    • B. 

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

    • C. 

      Advise them to login and change their password again. The password must be at least 6 characters, with 1 number.

    • D. 

      Advise them to login and change their password again. The password must be at least 8 characters, with at least 2 numbers.

  • 8. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

    • E. 

      A & D

    • F. 

      B & D

    • G. 

      C & D

  • 9. 
    What is the Admin I.D. and Password to login to research.americanheart.org so that you may change the customer's password?
    • A. 

      I.D.: NSCadmin , Password: password

    • B. 

      I.D.: custRep, Password: password

    • C. 

      I.D.: custRep, Password: cardiac2010

    • D. 

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

  • 10. 
    If there is an urgent escalation for Grants @ Heart, what is the procedure?
    • A. 

      Warm transfer the customer to Martha McDonald (x 1265). If she is not available, contact a team lead or supervisor via Customer Resolution Process.

    • B. 

      Warm transfer the customer to Martha McDonald (x1265). If she is not available, provide the customer with her direct email address and phone number from Outlook.

    • C. 

      Warm transfer the customer to PST Supervisor, Jaime Nivens. If she is not available, provide them with her email address from Outlook.

    • D. 

      Let the customer know you will escalate their call to the advisor log and someone will be in contact with them within 24-48 hours.

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