Escalation Process
Emails/Sticky Notes
Downloads 101
Movies/TV/Music
Random Trivia
100
What step is missing from our sticky note that must be checked in order to escalate?
M-Drive.
100
Do all emails need a formal greeting and signature?
Yes, all emails need signatures and formal greeting: Hello, Good Afternoon, Good Morning, etc.
100
What is our SLA for response time to emails?
2 business days
100
How many times was Ross married on the show 'Friends'?
3
100
How many signs are there in the Zodiac?
12
200
Do we still email a carrier before escalating even though they never respond to emails for commission statements?
Yes, we must due our due diligence.
200
Can I respond to an audit email with an attachment and nothing in the body of the email?
No. We cannot send blank emails.
200
Are fees lump sum posted to the House? Or posted individually?
Fees are a lump sum posting to the House
200
What actress starred in 'I Love Lucy'?
Lucille Ball
200
Who were the Super Bowl champs of 2021?
300
Does a task go to Reclass or the Escalation Queue first?
Reclass first 
300
Scenario: I receive an audit email from an Analyst and am struggling with how to correct. I added to the question tracker and waiting for a response. Should I email the analyst back that the correction is pending or do I reply once correction is complete?
Reply to analyst that correction is pending and you will respond once completed. This way we do not miss our SLA response time.
300
When do you check the Client Not Found List?
Every time a DX1 is needed.
300
What movie is this quote from?
300
What U.S. state grows Coffee Beans?
Hawaii
400
Scenario: I search my producer code in Keeper, and nothing comes up. Is my login step complete?
No. After searching for producer code we need to search carrier and check logins under agency of task and the Multiple/Master logins.
400
True or False: We can add carrier responses in a new sticky note on the task.
False. Carrier responses should be attached to task and can be viewed there. Can leave a note within sticky note that carrier response attached.
400
Is this a Bonus or Non-Insurance?
Bonus. Q2 indicates Quarter 2 Bonus.
400
What is the name of this Avenger?
James Rhodes, War Machine
400
What is the most consumed manufactured drink in the world?
Tea
500
Scenario: I have my escalation note filled out and have 4 emails sent to the carrier. They keep forwarding me to other departments and asking me additional questions. Am I okay to escalate?
Yes, more than 2 attempts can be escalated.
500
Name 2 things wrong with these sticky notes 
Font too large.
Too many sticky notes. Sticky notes do not need to be added for carrier or question tracker responses.
We also do not need extra notes for the progress. The login issue and house posting can be added within escalation note. (We do not need to add a note advising house posting. Escalating task requires posting and is assumed.)
500
What kind of reclass is this?
CO to BR for Negative 175
500
Finish the Lyric, "It's fun to lose and to pretend. She's over bored and __ ____?"
Self Assured
Nirvana - Smells Like Teen Spirit
500
What was the first toy to be advertised on television?
