Logging On
True or False: You do NOT have to be connected to the VPN to access Pega
FALSE - You must be connected to the VPN
What do you click in Pega to get to the Knowledge Management tool?
The question mark
Case ID, HAP ID, Sub ID
What are the three scenarios that a member can come through as from the IVR? (think authentication)
full, partial, or unauthenticated
Why would you manually have to launch an interaction?
When Pega screen pop isn't working or I am not logged into my phone in Pega
How do you log out of Pega?
What do you click on Pega to get to commonly used websites?
References
When searching by a subscriber or HAP ID, how can you refine your search results when all the interactions pop up?
by date
What screen will pop up in Pega when a member calls in that is fully authenticated through the IVR?
Member 360
How do you launch a new interaction for a member that calls in?
New > Phone Call > Member
In order to get Pega screen pops and connect Pega to OpenScape, what does a CSS have to do?
Make sure to log into the phone through Pega by entering the full phone number (including 1 and the area code)
What are the 4 workspaces available to you on your Pega homepage?
Work List, Recent Work, Work Queue, and Work I Created
What is an I-Case number?
An interaction
What screen will pop up in Pega when a member calls in that is partially authenticated?
How do you launch a new interaction for someone who calls in that is prospective member?
New>Phone Call>Unaffiliated Caller
True or False: To refresh Pega, you should use the refresh button that is included in the internet browser.
False: Pega has its own refresh button.
This work space shows all current work assigned o the user that is an Open or Pending Status.
Work List
What is an S-Case Number?
Generated for a specific task or service item
What screen will pop in Pega when a member calls in that was not authenticated?
Find a Member screen
What do you do if a member has a password on their account? What if they forget it?
Need to verify the password first before any other information. If they get it wrong, you give them one more chance. After that, they must go up to a lobby to get it changed.
When reviewing any case in Pega, where can we click to add attachments/extra notes or review attachments/extra notes on the case?
Paperclip icon in top right corner
Give me at least two examples of documents that may allow a person to be representative for a member and receive PHI information?
AOR, PHI, POA, EOE, Legal Guardianship documents
What button will show up in Pega with different options on different pages, but it allows you to do things like "Search Again" "Exit Interaction" "Cancel this Work"
Other Actions