Case Creation & Verification
Before you create a case for a contact change or addition, what must you verify?
You must verify that the requester exists as an Authorized Contact in isolved (Client Management > Client Maintenance > Contacts).
After creating a new contact in isolved for a Contact Only scenario, what must you do to ensure the contact is tied to all relevant accounts?
Link the Contact ID to each account by creating Authorized Contact Records.
Where is the first place to document contact changes?
Update in People Cloud by navigating to Client Management > Client Maintenance > Contacts.
To reactivate an inactive contact in Dynamics, which view should you apply first?
Inactive Contacts view
In Case Information, what Category and which Issue Options should you choose to start a case?
The Category should be Logins & Security, and the Issue Options should be New User and Inactive User.
Inside an authorized contact record, how do you make the contact the primary contact for an account?
Locate the Primary Settings and toggle Update ACCOUNT: Set Primary Contact
T or F: In order to update contact information in Dynamics, you must open the authorization contact record.
False, the Contact ID record stores all contact information in Dynamics.
If a client asks to stop marketing emails, which two people should you contact for different email types?
Victoria Arsenault and Shawna Scharritter.
When you receive an email to add a new contact, what is the first step in the process?
Call an authorized client to verify the request.
When you encounter a “Duplicate record found” error, which action should you avoid, and what are your two valid options?
Do not click Ignore and Save; instead Cancel > Cancel > Discard changes or open the existing contact to add missing data.
Where can you update a contact's access to My Support Hub?
The authorized contact record.
If the client is enrolled in Marketing emails, what’s an alternative way for the client to unsubscribe themselves?
Click the unsubscribe link at the bottom of the marketing email.
What information does the client need to provide to add their bookkeeper or CPA as a contact for communication only?
A completed Contact Authorization form.
Where do you add the contact's role?
Authorized Contact record > Active Roles
How can you update all authorized contact records when a name change is needed?
You don't. The system automatically updates all authorized contact records that are linked to the contact ID being updated.
When deactivating a contact in Dynamics, what two-step action is taken on the Active Authorized Contacts portion?
Deactivate the contact in the Active Authorized Contacts box and then click save on the contact ID record.
What should you do first before adding a bookkeeper, CPA, or third party into Dynamics?
Search their email to see if they already have an active contact ID.
If a duplicate is found, what is a recommended way to locate and update the existing contact rather than creating a new one?
Use the Duplicate Found workflow or search under Contacts to go to the existing contact ID record.
What steps should you take to update a client user's email?
Create a new contact and a new client user using the updated email address.
What two things must be done under Client Management > Client Maintenance > Contacts when terminating a contact?
1. Add a DNU prefix to the first or last name of the contact.
2. Uncheck all contact types and verify who the new contact types will be.