True/False: If a client calls and has no case, you can create a new case for them.
What is TRUE?
100
True/False: Every department at H&R Block is using KANA.
What is FALSE
100
This part of KANA replaces Consona
What is the Knowledge Center (duh!)
100
Brian's too lazy to write this questions, so you win 100 points!
What is GREAT JOB!
100
When you leave for break, you should always do these two things.
What are going "unavailable," logging out, exiting all cases.
200
What is the first thing you fill out when creating a case?
What is the Case Summary?
200
If you cannot find an article to help you in the Knowledge Center, you should click this button.
What is Request Answer feature (chat bubble icon)
200
What button can you click to get a better view of an article?
What is the expand/open new tab (arrow/box) button?
200
True/False: If you find an ARTICLE that's missing information, you should notify KPM on the Idea Center.
What is FALSE, you should use KANA to submit article corrections.
200
If you find a case with no case notes, you should do this.
What is put it on the GO Report (and work the case).
300
After you create a case summary, what do you select next?
What is the case type?
300
This feature of KANA allows us to easily get client information without having to access an outside tool or ask the client again.
What is Client Database, Identify Client or MDM
300
How many microsites are there in the Knowledge Center
What is zero? There are no microsites in KANA.
300
To check your upcoming call back reminders, you should go to this section in KANA.
What is the Work List?
300
KANA will replace what 2 tools you currently use everyday?
What is Consona and Clarify
400
If a case you are creating does not need an office attached, what button do you click on the office selection screen?
What is "Not Applicable"?
400
Tier 1 articles can be found in this "information section"
What is Public Information
400
If you come across an outdated article, what should you do?
What is use the article suggestion/contribution/complaint button.
400
Name 3 Jeff Goldblum Movies
What is Jurassic Park, Independence Day, The Fly, The Life Aquatic, Tim & Eric's Billion Dollar Movie, Susan 313, Morning Glory, The Switch, Man of the Year, etc. etc. etc.
400
True or False: If you misspell a word in KANA Knowledge Center searches, it will NEVER find what you're looking for.
What is FALSE, KANA will sometimes correct misspellings in searches.
500
If you forget to input a case summary, how do you go back to put one in?
What is a trick question? If you forget to put in a case summary, you can't go back and edit it.
500
Name 6 search methods for looking up a client, when Identifying a Client?
What are Name (first/last), phone number, email, SSN, last 4 SSN, zip code, DOB, case number.
500
True/False: When Knowledge Alerts "expire" they'll automatically become regular articles in the Knowledge Center.
What is FALSE.
500
If Zach reads this question out loud, you LOSE 500 points.
What is "aw dang"
500
If your case is in "New" case state, name each case state you can switch it to from.