Tier 1 March PKT

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?

For samplers undergoing re-analysis, please be sure to confirm the dates in the sample status log using Admin. The _______ DNA quantification event is the date you can use for the date of failure.  

For retail kits, customers can begin the registration process either through the main 23andMe page or through the retail landing page at ____________ (this link is listed on the retail kit sleeve)

23andMe research formerly known as _________.

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

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

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

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

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

• Submit a request/customercare@

• HPA – Human Protections Administrator (HPA@)

• Privacy@

• Letters

• Phone

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

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

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?