Customer Events / Field Service
This status is used after Preparation when event details are confirmed with the point of contact.
What is Confirmed?
This tool is used to manage events, assign events, and monitor event progress.
What is Salesforce Field Service Scheduler?
Acknowledging an employee’s frustration about healthcare costs while guiding them to solutions demonstrates this quality.
What is Empathy?
This person quarterbacks the client’s set‑up process in internal systems.
What is an IM (Implementation Manager)?
The behavioral health solution for Facets.
What is Emotional Wellbeing?
This status appears when the tool reviews all resources but can’t find a service resource that meets the event request.
What is Requested?
Scenario: You get a meeting request that requires you to create a presentation. Where do you go to find approved slides and build a PowerPoint?
What is Allego?
Stepping in to support a co‑presenter and keep a meeting on track shows this trait.
What is Teamwork?
This role handles escalated service and claim issues for their client.
What is a CSE (Client Service Executive)?
This document houses thorough product and solution descriptions for all market segments.
What is the Product Grid?
Scenario: You entered an event into Salesforce and entered the wrong time zone and address. What methods can be used to correct the event?
What is Clone the event?
Scenario: You receive an event request that was submitted by the client. The request doesn't include a Cigna account team members contact. How do you determine which Sales team member you should reach out to?
What is find the contact name in salesforce under the Account Team section?
Simplifying complex benefits and checking for understanding reflects this communication quality.
What is Clarity?
They work with U500 clients to drive health and wellness product engagement.
What is an EC (Engagement Consultant)?
Outside Salesforce, BNCA, administration summaries, and benefit summaries can be found in this system.
What is Vista?
The tool currently does not automatically check this type of availability when auto-assigning service resources, which can lead to incorrect assignments unless users manage absences using current practices.
What is PTO/absence status?
This platform provides knowledge articles, smart demos, flyers, process documents and more!
What is Knowledge Exchange?
Pausing to resolve audio issues so participants can fully engage demonstrates this skill.
What is Adaptability?
They work with O500 clients to develop and implement client strategies.
What is a CEC (Client Experience Consultant)?
This Salesforce location is most commonly used to source benefit summaries for events.
What is Opportunity Content?
In the Field Service tool, updating the owner and status on a Customer Event does not reassign the linked Service Appointment, this is the correct step you must take to properly move the appointment to the intended resource and keep the records in sync.
What is deleting/removing the previous assignee and assigning the new service resource on the Service Appointment?
This centralized channel explains product differences across segments and Facets vs. Proclaim.
What is the Product Resources Channel?
Scenario: A client insists on onsite support, but you know onsite coverage isn’t always the best use of capacity. You propose a different approach that still meets the goal of educating employees. What skill/value is demonstrated by recommending an alternate modality (and explaining why it still works)?
What is Consultative Problem Solving?
This document outlines the products, funding, and benefits sold to the client.
What is a BNCA (Business Notification Case Alert)?
Scenario: A client tells you that their employees are struggling to find key information about their benefits, including coverage details, claims status, and available wellbeing resources. As a result, the client is receiving increased HR inquiries and is concerned about employee engagement and satisfaction. How would you respond to this client, and what solutions or tools would you recommend to improve employees’ access to benefit information, claims support, and wellbeing resources?
What is Offer a myCigna demo.