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?
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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
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Transfer the customer to x6152 immediately (internal transfer use only)
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)
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.
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My.americanheart.org
Research.americanheart.org
Learn.heart.org
All of the Above
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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
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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
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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.
Advise them to login and change their password again. The password must be at least 6 characters, with 1 number.
Advise them to login and change their password again. The password must be at least 8 characters, with at least 2 numbers.
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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
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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
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Warm transfer the customer to Martha McDonald (x 1265). If she is not available, contact a team lead or supervisor via Customer Resolution Process.
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.
Warm transfer the customer to PST Supervisor, Jaime Nivens. If she is not available, provide them with her email address from Outlook.
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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