Customers are notified to submit ____ within 3 business days of completing their application.
What are attachments?
100
When should attachments be stored in the WAMSdoc file folder?
As soon as they are received.
100
True or false: Customers should be encouraged to call an ESE/ESR for consultation prior to submitting an online application.
True.
100
______ are the two most common functions in CRESS.
Search and notes
100
100 FREE points, no question
Isn't process fun?
200
The purpose of the 1st system generated e-mail is to provide the customer with ______
What is an Application ID?
200
Until complete, what Application Status should an application be set to?
Inactive.
200
Specific documentation requirements and instructions are provided to the customer 3 times. List all three.
Application attachment screen, application summary screen, “Review in Process” e-mail
200
________ prompt the ESR Supervisor and/or Manager to follow-up with the Intake Desk to ensure customer applications are processed in a timely manner.
3- and 5-day Manager Alert e-mails
200
As important as missing information, what else should be documented in the “Notes” section of CRESS?
Any/all customer interaction
300
With the new application process, does City Light accept payment from customers prior to submitting an online application?
Yes.
300
Who receives an Alert when an application is submitted from CRESS to WAMS?
The Intake Rep/EA who submitted to WAMS.
300
Especially with a new system and process (hint), what is the most important internal resource?
System and Process Feedback Loop
300
Prior to City Light accepting payment, customers should be encouraged to ______
Submit an Online Application
300
Internally, there are three phases of processing an application. What are they?
Preparing an Application, Validating an Application, Completing an Application
400
What should a customer do if they’ve started an online application but cannot finish because they have forgotten or lost their application ID?
“Forgot Application ID” link on Online Application Sign-in screen
400
Prior to SR creation, what file naming convention should be used to store attachments in the WAMSdoc file folder?
Example. APP100006401
400
There are a handful of places a customer can find an overview of the Online Application process. Name 2.
City Light Staff, Online Application introduction screen, Online Application confirmation screen, system generated e-mails, Customer Manual
400
This function is particularly helpful if an application is claimed by an Intake Representative or Engineering Aide who is unavailable to process the application.
Manager Release
400
What is the most important step in Preparing an Application?
Verify New Request
500
How long before an incomplete application is archived by City Light?
72 days
500
There are 3 primary reasons why a submitted application is archived. What are they?
Duplicate in system, customer withdrawal, expired application
500
The new application system sends internal e-mail notifications for 5 reasons. Name 3 of them.
Review in Process, Application Archived, Application Complete, Failed Submission to WAMS, Manager E-mail Alerts
500
There are three primary screens in CRESS. What are those screens.
User Dashboard, Reports Dashboard, Application Form
500
What is the primary determination made by the intake representative during Validating an Application?