2015 CSR Rightnow Post Assessment - Tx

15 Questions | Total Attempts: 77

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2015 CSR Rightnow Post Assessment - Tx


Questions and Answers
  • 1. 
    RightNow should be used to track every customer interaction. 
    • A. 

      True

    • B. 

      False

  • 2. 
    Where can you go to find the installation link for RightNow? 
    • A. 

      SSC

    • B. 

      SharePoint

    • C. 

      Guided Assistant

    • D. 

      Medicare.gov

  • 3. 
    What information can you input in the Contact Quick Search within RightNow to pull up a profile? 
    • A. 

      First and Last Name

    • B. 

      CID

    • C. 

      SSN

    • D. 

      Both A and B

    • E. 

      Both A and C

  • 4. 
    Which of the following are queues within RightNow? 
    • A. 

      Benefit Advisor

    • B. 

      Customer Support Team

    • C. 

      InfoSource

    • D. 

      All of the above

    • E. 

      None of the above

  • 5. 
    The queue and status of an incident is automatically decided by: 
    • A. 

      Call Reason

    • B. 

      Root Cause

    • C. 

      Disposition

    • D. 

      All of the above

  • 6. 
    A record of any type of contact that associate has with a customer is referred to as: 
    • A. 

      Customer Contact

    • B. 

      Incident

    • C. 

      SSC Notes

    • D. 

      None of the above

  • 7. 
    Which of the following should an associate check before creating a new incident? 
    • A. 

      Status

    • B. 

      Client Issue

    • C. 

      Supervisor Issue

    • D. 

      Queue

    • E. 

      All of the above

    • F. 

      None of the above

  • 8. 
    Reports are monitored daily to verify the proper use of Guided Assistance. 
    • A. 

      True

    • B. 

      False

  • 9. 
    Which tab within RightNow can you verify information that was successfully mapped from the SSC? 
    • A. 

      Notes/Knowledge Base

    • B. 

      Application/AR/HRA Information

    • C. 

      Contacts

    • D. 

      Details

    • E. 

      Audit Log

  • 10. 
    Which internal teams have 7 days to respond to an initially created incident?
    • A. 

      Carrier and Data

    • B. 

      Carrier and Funding

    • C. 

      Data and Funding

    • D. 

      AR Help Desk and Data

    • E. 

      AR Help Desk and Funding

  • 11. 
    Who is responsible for contacting the customer to inform of resolution on Closed, Not Communicated dispositions? 
    • A. 

      Associate who created the incident

    • B. 

      Associate who last worked the incident

    • C. 

      Supervisor

    • D. 

      Specialized Outbound Team

  • 12. 
    Do not move dispositions set by the Data team unless you are sending the incident back to the Data team.
    • A. 

      True

    • B. 

      False

  • 13. 
    Before creating an incident for the AR team, it is important to chat:
    • A. 

      Supervisor

    • B. 

      InfoSource

    • C. 

      AR Help Desk

    • D. 

      All of the above

  • 14. 
    What situations can cause a Supervisor Escalation incident? 
    • A. 

      Urgent medication

    • B. 

      Necessary medical treatments

    • C. 

      Threats of legal action

    • D. 

      Lawyer calling in

    • E. 

      All of the above

  • 15. 
    What situations can cause an incorrectly submitted incident? 
    • A. 

      No policy mapped

    • B. 

      Incident is a first call resolution

    • C. 

      Not enough information on notes

    • D. 

      Medicare.gov information not copied

    • E. 

      All of the above

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