Blue
Jade
Gold
Quartz
Tan
100
How do you spell Transcend, TranSend, Transend?
Transend
100
Where, in Cleartouch, can you find Passport Documentation?
Product Documentation, Reference, System Security
100
If your case is "pending client response" what are the follow-up steps?
3 attempts must be made to contact the client, must be a combination of phone calls and emails. The 3rd attempt must inform the client that the case will be closed if no response is received. A minimum of 24 hours and a maximum of 5 days should transpire between contact attempts. Each communication must be documented in the Facets case. Use Facets reminders for follow-up
100
A client calls in and is not listed as a contact person in Facets. Can you open a case for this person? What is the process?
Inform the person you are speaking with that they do not exist in our database as an authorized caller for the institution. Suggest that they contact their C3 Administrator and have that person add them as a contact person. OR Ask to be transferred to another person in their department or another person at the institution who is listed as an authorized contact person
100
Facebook is an accpetable website to access during work hours? True/False
False
200
What is the process when you use "needs training" as a prevention Code?
Email the service manager through the case and provide them with the background as to why the client needs training.
200
If you are passing a case to a level 2 or product consultant, are the notes viewable or non-viewable to a client?
Non-viewable
200
A new converted client sends in an email with an issue. How should you respond to the client?
Since the client is newly converted. You must call the client instead of emailing them. We make calls to clients during their first 60 days on Cleartouch to provide more personalized care as we begin our relationship with them.
200
How do you find out who the C3 Admin is for a client?
Facets: Related Information: C3 logins. The Admin has a green circle with a check mark.
200
When you are going to be out of the office, what three "Out of Office" messages should be updated?
Outlook, Voicemail - Interaction Client, Facets
300
Where would you go to see who has viewed a publication?
Extranet CMS, Publications, locate the publication and click on a new tab, titled Viewed, which can be found at the far right of the publication.
300
If you use A2C to attach an email or attachment to the case is this activity viewable or non-viewable to a client?
If you use A2C the activity or attachment is non-viewable to a client. You must change to viewable, if the email came from the client.
300
A National Client calls. All National Client reps are on the phone. Can you take the call?
Yes, as long as you explain to the client that you are not a national rep, and stating that you would be happy to assist them. If they would rather talk to a national rep, offer to open a case for them and then assign the case to the national rep and call or talk to them and alert them about the case.
300
If a client would like to update their contact information in Facets, what should you do?
Advise them to contact their C3 Admin or they can go to Collaborative Care and "update my profile"
300
What is the name of the Fiserv Recognition program?
Living Proof Recognition.
400
Where does a client find the Compliance Package?
C3 - Publications, Product Line: Cleartouch, Type: Service Documents, Category: Compliance. Click on Compliance Package.
400
Can you use A2C to attach a sensitive attachment to the case?
No, you must save to your desktop and then attach as a "sensitive" attachment. A2C brings the attachment over as "non-sensitive".
400
If you need further research on a case, what are the the steps for follow-up?
Establish a follow-up with the client, note the follow-up agreement in the case. Set up a reminder to contact the client. If you cannot meet the follow-up agreed time, contact the client, re-establish a follow-up time, note the time in the case and set up another reminder.
400
Who does Pete Kovacich report to?
Tom McBride
400
What does FEAD stand for?
Fiserv Enterprise Active Directory
500
What role does a client need to view the Compliance Package? There are three roles.
Access is restricted to: Compliance Officer, DP Contact and Executive Contact
500
A Client is unable to view sensitive notes. Where do you go to see if a client has acess to view sensitive notes?
Facets: Related Information: C3 Logins, Click on Contact Name, C3 Admin: Case, (view case rights) If they have "yes" under view sensitive for Fiserv- Created cases. they can view. If no, then they should contact their C3 Admin to give them rights to view.
500
What is the purpose of the "Digest" function in Facets?
To see the notes/activities for all related cases.
500
Name the two eLearning training sites available to you in Mainstreet.
Learning Management System (LMS) Learning and Development or SkillSoft
500
Who does Tom McBride report to?
Dave Santi
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