Nsc Grants@heart Call Quiz

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| By Joncox45
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Joncox45
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Quizzes Created: 3 | Total Attempts: 453
Questions: 10 | Attempts: 94

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Nsc Grants@heart Call Quiz - Quiz

Questions and Answers
  • 1. 

    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? 

    • 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 Grants@Heart?

    Correct Answer
    B. What website are you experiencing issues with?
    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.

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

    • D.

      Transfer the customer to PST

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

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  • 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 Grants@Heart, 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.

    Correct Answer
    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)
    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

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  • 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

    Correct Answer
    B. Research.americanheart.org
    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

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  • 5. 

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

    • A.

      Professional Requests >> Grants@heart >> 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

    Correct Answer
    A. Professional Requests >> Grants@heart >> Login/password issue or Other/transferred to Grants
    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

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  • 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

    Correct Answer
    G. C & D
    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

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  • 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.

    Correct Answer
    D. Advise them to login and change their password again. The password must be at least 8 characters, with at least 2 numbers.
    Explanation
    D is the only correct answer according to the Grants @ Heart Flow Chart

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  • 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

    Correct Answer
    G. C & D
    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

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  • 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

    Correct Answer
    C. I.D.: custRep, Password: cardiac2010
    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

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  • 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.

    Correct Answer
    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.
    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

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