Credentia
These 4 states are going live on 3/15
What are AL/MD/MS/RI
I should check this section regularly for any updates/changes
What is the Knowledge Base in the Padlet?
You should verify this information to ensure you have the correct candidate
Full name
Email address
DOB
Address
State
You should do this before each shift to help prevent loading or formatting issues on sites.
What is clear browsing data?
The smallest US state?
What is Rhode Island?
Credentia handles the registry for these 4 states.
What is PA/DC/SC/MS?
This resource helps me see what the caller is seeing on their end and provide step-by-step directions
What are the QRGs?
You should do this at the top of the call when you have identified what the call is about
Disposition the call
What is the AHT Goal?
What is 8-10 minutes
This state is known as the "Garden State."
What is New Jersey?
Provide one tip we should be using when a candidate is experiencing issues with scheduling their exam.
If a candidate is struggling to schedule an exam, use these tips:
o Does the candidate have an approved application? If pending and not approved, they will not be able to schedule.
o Utilize the QRGs to help walk the candidate through scheduling an exam & let the candidate know where to find these
o Does the candidate have accommodations? You can see this on their application.
o Recommend a laptop/desktop for scheduling exams
o Recommend Google Chrome Browser for scheduling exams
o Is the Register for Exam button appearing on the screen? If yes when clicked should open a window to schedule.
o Try having the candidate clear their browsing data
o Expand the date range (by using the calendar icon) and help walk them through the process of scheduling.
o Advise them to use the calendar icons to select dates
3 places to check as part of your "commute"
What are WSU announcements, Credentia Vyne chatter, Padlet (Knowledge Base)
You should do this for each candidate interaction
Leave a note on their account in CNA365
We should stick to this to help guide each call
What is the call flow?
This state borders: Nebraska, Oklahoma, Kansas, Utah, New Mexico, and Wyoming.
What is Colorado?
Before escalating a ticket, I should check for what first?
What is see if a ticket has already been escalated?
Name 2 situations when you should use the "Google Form"
a) if you see in the notes to verify certain pieces of information with a candidate and then email the Bala Manager
b) issues with vouchers or credits not coming over from Pearson
c) Need to have duplicate accounts merged
OR
d) incorrect email address on the account preventing candidate login
This is the proper hold etiquette.
-Ask to place the caller on hold
-Check-in on the caller if the hold time is more than a minute
-Thank the caller for holding
Registry states- within business hours M-F 8am-5pm ET: transfer to the appropriate registry team; outside of business hours: provide the registry number along with support hours and advise candidate to call back during support hours
Non-registry states- Direct the candidate to the state-specific handbook and provide number listed
The state where you can find Mount Rushmore.
What is South Dakota?
Two types of files that are currently accepted by CNA365 when needing to upload a document
What are word documents and pdfs
When requesting help in the Vyne chatroom, you should include the following:
What is state, caller type, person's first & last name, email address, and what your question is?
What should be included in each note?
Who
Interaction Type
What/Why: Description of candidate's need(s)
Resolution: Description of action(s) taken/assistance provided by the agent
To help reduce hand holding & prevent callbacks, you should do this on every call with a candidate
What is educate the candidate on the resources available to them?
Ex: quick reference guides & handbook
Least populated US state.
What is Wyoming?