Retail
Where do we click to find an ETA?
Pencil Icon
How do you move cases into your queue?
Click accept from main view
Change owner tab
If a client wants to check on to see if you have received his High School Diploma, who do you reach out to for an ETA?
Verifications Team
What is a MVR Release?
A Release form that is needed to obtain driving Records for a candidate.
Where do we find macros?
Bottom of screen in Salesforce
Where do we click to find order results?
Blue Text Bubble Icon
Describe what you should do when you arrive at work everyday.
Check personal queue
Touch base on any responses from client/candidates
Locate all queue
Accept new cases/emails
If a client wants to check on the status of a Drug Screen, who do you reach out to for an ETA?
Assign case to MIS
Name the four types of MVR cases that we usually handle.
WA MVR, PA MVR, PR MVR, UT MVR
Where do we find a primary contact?
Info Dude
Where do we click to find an applicants progression in the application?
Applicant Portal
What are the 7 wonders that are needed to close a log a case?
Assigned Team,Type of Contact , Account Name, Case Origin, Status, Product, Case Reason
Who do we connect with to find an ETA for a County Court Criminal?
Records
Explain what needs to be completed on the WA MVR for it to be acceptable?
Company and Employee Sections including check boxes and signatures. Candidate's date must be after the Company date
How do you reach out to records to find an ETA, explain.
Create Child Case
Put clothes on child (Post)
Change Owner
How do we know which orders have not been completed?
No green check mark within order services sections
How do we know if a candidate/client has responded to our email?
Status will say reopened
Click to view case and find the latest email
How do we know if we have to connect with a different department to get an ETA?
No ETA is listed in the pencil Icon
Where do MVR requests come from? How do find whats needed to complete the MVR request?
Records Team. It will be listed in the missing details portion or the original email from Records
Show me how to create a case for a phone call.
Demonstration
Describe the process of uploading a document.
Access profile
Click Profile Documents Hyperlink
Upload Docs
When is okay to close a case? Explain
Once you have provided the requested information to candidate/client
Explain how to handle an ETA from start to finish? Sending ETA case to this contestant.
Open Email
Check to see if ETA is in Retail
If no ETA, reach out to records
Advise client/candidate of your actions
Once ETA is recvd, inform client/candidate of new ETA provided by Records Team
Log case
How many attempts should be made when requesting an updated MVR request and who do we connect with to get this task completed.
We should make 3 attempts to reach the primary contact listed on the account.
Work this MVR case?
Sending case to this contestant