Level 1
Why must instructors share the Section URL with students?
So students can register for the correct class
What does it mean if a student sees that registration is closed or not yet open?
They are trying to register outside of the date range set by the instructor
What action should you take after locating the instructor’s email in Salesforce?
Log in to the instructor’s Connect account using "Log in to a McGraw Hill App"
What is the typical duration of a Connect Access Card?
180 and 360 days
180-day Connect Access Code typically covers how many semesters?
One semester
What should you do if you are not certain which Section URL is correct?
Refer the student back to their instructo
What feature on the Access Card allows support to look up the code if it’s damaged?
A 9-digit serial number
What should a student do when upgrading from Temporary Access?
Upgrade their existing account to Full Access
ou can log into a Customer's MHE account using the "Log into a McGraw Hill App" without needing their password.
T/F
True
Who claimed the following Connect access code?
9CGN-T2IQ-LF3X-G75W-NUGI
Provide the email.
studenttest098@mhhm.com
What is needed to generate a Connect Access Code?
Digital ISBN10#
What is the best practice in searching for contact records in Salesforce?
Using the customer’s email address
When creating a new contact what is needed from the customer?
First Name
Last Name
School
Phone
You must use the "Associate Instructor" for which type of customers?
Students
What should you do before escalating a registration issue to JIRA?
Troubleshoot thoroughly and confirm escalation is necessary
You should always make updates directly in JIRA rather than Salesforce.
False
How will you know if there's an update to your JIRA ticket?
Email notification via zimbra
Where can you check the status of your open JIRA tickets besides your inbox?
On the Salesforce Home Page
What must you do before notifying the customer that an issue is fixed?
Test the fix yourself
Where can you access CXG Updates?
Within any Salesforce case
Why should you check CXG Updates throughout your shift?
They may contain trends or known issues that help with customer calls
What happens if a customer’s email matches an existing record in Salesforce (SFDC)?
The existing contact profile is automatically populated and linked to the case
What happens if no existing contact is found in SFDC?
A new contact is created based on the information provided to Athena
What is the maximum hold time for a customer chat before needing to check back in with the customer?
2 minutes
Can Student opt out of Inclusive Access?
Yes