General Navigation / Verification
What do you click on to see a menu?
The hamburger!
What button must be pressed initially for a New Case to be created?
'+New Case'
True / False - Field Reps cannot see Case History in Dynamics
False - They can find the history the same way a Service Representative can.
True / False - You can take screenshots and post them in Notes
True!
True / False - When Reassigning a Case, you must always assign it back to a specific user.
False - You can return a case to an active queue by selecting a queue name and leaving 'Assign' To blank.
True / False - The new term for a Service Center Activity is "Task"
False - A Service Center Activity is now known as a "Case"
True / False - A contact name is needed on the interaction screen before adding a New Case.
False. A contact name is not needed to click the '+New Case' button
True / False - The Enterprise Alert Type is only visible to Home Office Users.
False - Field Representatives will see Alerts that are set as 'Enterprise' type.
Adding Notes to a Case is similar to what Service Center Activity?
The comments box.
Can you Resolve a Case if you are not the owner or a supervisor?
No.
When does the "Identity Verification Panel" panel pop up?
After Clicking 'Verify'
What is the equivalent of Case Comments in the Service Center Application?
Activity Notes
If you are setting an Alert for a Member, what tab do you click on to open the Alerts section? A) Household & Family Info B) Related C) Notes, Activities & Archive D) Queues
C) 'Notes, Activities & Archive'
After making edits to a view, how do you save your view?
Click My Active Cases, then click "Save as new view".
What should you do if you do not see the new owner listed on the case after you've Reassigned it?
Refresh!