OPP
How do you reactivate an expired school account?
Submit a “reactivate expired account” OPP request in SalesForce!
An image is not showing up for a student- you log in as the student on your computer and replicate the issue. This tells you that this is an issue with which of these.
A. Product
B. Network
C. Device
This would be an issue with the Product. If both you and the student can create the issue on your separate devices this is more than likely an issue with the product.
When creating a content bug what is the first step.
Open TFS and EAP
customer stated that they were not able to log in. What will you ask for?
You will ask the customer if they are getting any error messages.
Send a screenshot of the issue
Who can schedule a benchmark?
District and School Admins can schedule Benchmarks. Teachers can only if given permission.
The district administrator reached out to you informing you that they are seeing the wrong name on their account and they would like to change it.
send a request in salesforce.
When escalating a case what is the recommended process?
Typically, you’ll always want to provide the following within Escalation Required Details on the Case:
What troubleshooting steps you took
The name and account ID for the School/District
An example user (their name & username)
Location of issue within program
Steps you took to replicate issue
Then you’ll change the Case Status to Open-Escalation to send it to Tier II
Were in TFS can you fine the Templet that should be filled out for either CW or SI
Once you are logged into TFS you will click on the new bug and you will go to the corner of the three little dots ... and scroll down to the right templet.
The customer called/stated that their report is not loading.
The agent should ask what report they are pulling
and if it is for a single student for the entire class
How do you Create a Benchmark test?
Sign in as school Admin>click Benchmark tab>create test and assign to students.
Whenever a customer call/email asking about an invoice because they have misplaced there one
Send a request in salesforce
What are the common troubleshooting steps you may use if a customer is having a technical issue?
Clear cache
• Check pop-ups are allowed
• Add trusted sites
• Try other browsers
• Try other devices
Do we need to add a screenshot of the replicated issue within TFS and salesforce?
YES
The customer stated that their blue ribbon report reflects what the student is seeing on the dashboard.
The agent would ask what filter they are using/the student name and the class they are pulling for the report.
When a Benchmark test is assigned to a student, how do they complete the test? Is there a time limit?
Answers may vary
Student logs in and select the Benchmark test they wish to take.
There is an approx. time which is not really a time limit. This just lets the student know the expectations.
The school administrator called/email and stated that they did not receive there welcome letter.
Send the request in salesforce
When escalating, how do I handle the case?
Include screenshots in the attachments of the case
Make sure the appropriate Account Name and Customer Name are on the case
• Email the customer to let them know the case is being sent to Support Specialists for review
• Place the case in status "Open - Escalation".
Where do we find the Templet for the content bug when we send an email to the customer?
In the OneNote
The customer called/emailed stating that they are not able to see the students in their class.
The agent needs to ask the customer what class/ and the course and also send a screenshot of the issue.
TRUE OR FALSE: Benchmark 1 is easier than Benchmark 4
FALSE. Same types of questions with the same level of difficulty but not the exact same questions.
This is to record the level of gain in score from the previous test to the most current test.
The administrator called/emailed and stated that they would like to change their order
send request salesforce
What if I receive an already escalated case?
Contact the specialists! If the customer is on the phone, see if a specialist is available to speak with
them. If the customer is emailing back, let the specialists know and put the case in Open -
Escalation
Should place the Incident ID in salesforce
YES
SI admin reached out stating that they have eight(8) schools and they would like to add three (3) more
The agent will ask if they are the district administrator.
What is at least (1 of the 3 )Benchmark Preferences?
Disable the Pretest and Post Tests for all subjects with benchmark tests
Allow students to take topics in the matching subjects during the test,
Exclude Constructed Response questions