CSC Procedures
Is Cell Phone use permitted during work hours at eCW?
True
I can login to all workstations except the one at the front desk.
Minor issue
Show/tell me how to lookup a practice by telephone number on emanager
client lookup>Phone> search
Who is in charge of a Project ?
Project Manager
No
What is SLA on a Critical issue mention both response and resolution time.
1 hour response 4 hour resolution
If looking at an existing case what should we be verifying with the caller at the end of the call?
Show/tell me how to lookup a practice by case# on emanager?
T jellybean> case lookup> enter case #> click case #
Can a Project be associated with a case that has been addressed?
Yes/True
Any time there are 10 or more calls in queue what should CSC agents do?
Take calls unless they are on lunch or break
I am not receiving any faxes from any telephone numbers. This issue just started occurring this morning
Practice/caller Name>reason for calling
Show/tell me how to view a client hub from the case lookup screen?
Search for case lookup>click on the practice name.
show/tell me how to search for a project from the emanager screen.
Project search> Click the drop down for Project ID
If logged out of finesse for a meeting by your mentor and the meeting is over should you log back in to finesse?
No unless given permission by mentor to do so
I am not able to send any faxes from one workstation in the back office.
Minor
What should we be doing after we have verified the client and their reason for calling on all case opportunities?
Look over documentation on the case and add more if necessary.
Show tell me two locations where I can find the queue that a case is in?
One client lookup page> two case page
Show/tell me how to pull the project list from the client hub
Client lookup>client hub>projects> project list
Name two statuses that are utilized from finesse?
lunch, break, scheduled break,Ready
Critical/System down
If a client reaches out in regards to a project and the Project Manager is not available. How many times will we be documenting on the Project and why?
Two times, one is to notify the other is to document
show tell/me how to add an internal update to an existing case
Case page>Favorite interaction> Internal update
Provide one example of a situation where a project can be created for the client
interface, new client