Slack Support
How can analysts use Slack to coach CSRs while reinforcing standard work?
Acknowledge the question and guide the CSR to review the documented standard work in MK.
Where in the CHI guide can the additional risk assessment questions be found?
Client History Interview (CHI)
Where in the CHI guide can the Income and Employment questions be found?
Client History Interview (CHI)
What is Mutual Knowledge?
Mutual Knowledge is a resource for both the field and home office.
Which icon should I choose to bookmark a quick view?
Star icon
Why should analysts guide CSRs to MK instead of immediately answering standard work questions in Slack?
Guiding CSRs to MK helps them learn how to find information independently and reinforces MK as the source of truth.
What page in Mutual Knowledge (MK) should be referenced when, during risk assessment questions, a client discloses tobacco, drug, or alcohol use?
Client History Interview (CHI): Additional Risk Assessment Questions page—Under Complete Tobacco and Drugs/Alcohol Questions section.
Which Mutual Knowledge (MK) page should be referenced for a homemaker?
Client History Interview (CHI): Income and Employment Questions. Complete the Stay-At-Home Spouse Questions
What are three things included in MK content?
Procedures, Explanations, Step by Step Instructions, Tips, FAQs, Examples and other Resources
Where can users access their saved bookmarks in Mutual Knowledge?
On MK footer pages and in the panel on the right‑hand side.
A CSR asks a repeat CHI standard work question in Slack. What is the best analyst response?
The analyst should guide the CSR to the appropriate MK page and encourage bookmarking it for future reference.
What page in Mutual Knowledge (MK) should be referenced when, during risk assessment questions, a client discloses any motor vehicle violations or accidents?
Client History Interview (CHI): Additional Risk Assessment Questions page—Under Complete Complete Aviation and Driving Arrests Questions. Step 3
Are job duties required for a flight attendant, and where can this information be found in Mutual Knowledge (MK)?
Client History Interview (CHI): Income and Employment Questions- Under Resources tab-Occupational Duties Not Required
Which tab in Quick Views is used to find background information about a process?
Basics tab
How do you create a bookmark for a Quick View page in MK?
Click “Bookmark” on the Quick View page
After directing a CSR to review Mutual Knowledge (MK), what should an analyst do if the CSR still needs help?
The analyst should offer clarification after the CSR has reviewed MK and invite them to reach out after the call if further clarification is needed.
What page in Mutual Knowledge (MK) should be referenced when, during risk assessment questions, a client discloses illegal drug usage?
Client History Interview (CHI): Additional Risk Assessment Questions page—Under Complete tobacco and drugs/alcohol questions- Step 6
Which Mutual Knowledge (MK) page should be referenced for Occupational Duties that include additional questions?
Client History Interview (CHI): Income and Employment Questions- Under Resources tab-Occupational Duties with Additional Questions
Which tab in Quick Views includes detailed instructions for completing a task or process?
Steps tab
Which action allows you to hide or expand bookmark folders for easier viewing?
Using the collapse option
A CSR is using the Urgent Tasks Slack channel to request a schedule adjustment request. How should an analyst redirect the CSR, and where can the correct process be found in Mutual Knowledge (MK)?
The analyst should redirect the CSR to submit a Schedule Change Request using the appropriate workflow and channel.
The correct process is documented in Mutual Knowledge under Fundamentals- "End the day" quick view- step 1
Which page in Mutual Knowledge (MK) should be referenced if a client uses trigger words while responding to COVID risk assessment questions?
Client History Interview (CHI): Additional Risk Assessment Questions page—Under Complete COVID-19 Questions- Step 3
Which page in Mutual Knowledge (MK) should be referenced if a client’s occupation is an architect?
Client History Interview (CHI): Income and Employment Questions. Complete Occupation (Construction, Engineer, Architect, or Securities) Questions- Step 2
Where can I locate CHI documentation standards, such as daily work abbreviations?
Resources tab under CHI Fundamentals.
What is the purpose of using folders within MK Bookmarks?
To organize bookmarks by topic or use