2015 CSR Rightnow Post Assessment - Tx
- 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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