Tier 1 March PKT

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3. Since all remaining accounts should be transitioned by the end of summer, what macro should apply to all remaining OldDot accounts who are asking about timing?

When will I be transitioned?

Updates to OldHealth Reports?

What reports will I receive?

Can I upgrade/Do I need to upgrade?

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5. When escalating a ticket, it's important to select the correct queue in Zendesk beforeescalating. This will allow Tier 2 to quickly resolve the customer's issue.

True

False

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7. For retail kits, if a customer navigates away from the account before completing the payment process, they will be prompted again to pay the fee when they log back into their account.

True

False

8. What are we offering to the attendees of the Professional Business Women of California conference (or PBWC)?

Free shipping for up to 10 kits in one order

25% off Health+Ancestry kit

$30 off one Ancestry kit

$20 off one Ancestry kit or one Health+Ancestry kit

9. We are not a covered Entity as defined under HIPAA, but have developed our practices to protect customer information in compliance with all applicable laws and industry standards.

True

False

10. What are the 4 channels where customers can send their privacy inquiries?

Submit a request/customercare@

HPA – Human Protections Administrator (HPA@)

Privacy@

Letters

Phone

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11. What should you do if customers are still unable to print their reports after checking that their browser and other configurations are up-to-date?

Escalate to PH Product

Escalate to Tier 2

Advise customer to use a different device.

Have the customer clear his computer's cache and cookies

12. For sample status inquiries, escalate samples in the following states:

Stuck in DNA Analysis for 2+ weeks

Stuck in Pending Release for 1+ week

Held samples

Sample repeating DNA Quantification or DNA Analysis

Sample received and was previously 'stuck' in DNA Quantification for less than 7 weeks. Sample is now in DNA Analysis

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13. What research topics should you escalate?

Cognitive Games questions

I want to enroll in the Lupus Study but I don’t understand this question in the enrollment process

I can’t change my research consent selection.

Will my survey answers affect my data/results?

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14. Match the different types of personal information 23andMe receives from customers.

Name, email/phone, DOB, purchasing info

Information regarding your genotype

Information about oneself i.e. conditions, health related info, personal traits, ethnicity, family history, survey info

any info, data, text, other than genetic info and SRI transmitted through 23andMe

Info on how site interaction collected through cookies, web beacons etc

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