Imaging / AQ
A complaint is a _____________
An issue where the software [DI] is not working as intended.
How should you handle EOD and Patient OOB's
What are the minimum requirements for MyOrthodontist?
DI 11.7+ and Security Utilities 7.0
How do you handle a caller that's got an expired service agreement?
Article# 410
Internal Policy: Support with Expired Service Agreement
"The support specialist is responsible to manage his/her personal call queue and should keep their open personal calls no higher than _______?"
5
According to the FDA, Dolphin Imaging is a __________
Class 2 Medical Device
How do you perform a clean install of the DDO?
What happens when you get an access Denied when trying to install Ocean Server
Log in as Windows administrator and launch DM as Administrator. Install the service after you've logged in.
What is the policy for scheduling installations?
Closing Incidents / Unable to reach contact
Prior to closing any issue where the specialist is unable to make contact with the person calling the specialist must ____________
leave three messages or voicemails on separate days. In each message the specialist must state who they are, why they are calling, and for whom. Each message must be documented in the Ticket.
How does a client remove their AQ videos from YouTube's "Public" view?
How does the Post Payment From File / Payment Import Module in DM work?
What do you do to setup signing letters with DOMO's 'Capture Signature' option.
#1332: Signing Merged Letters with DOMO 'Capture Signature'
What do you do if you find someone that's uploaded Aquarium videos to youtube?
Article# 1063
Aquarium - How to Handle Software Piracy
What do you do if a customer requests to speak to a manager or supervisor?
-If it is not a customer complaint and they are seeking resolution to a support related issue, consult with Tier 2.
-If it is a customer complaint seek out your direct supervisor.
What do you do when a client is requesting detailed assistance with the Custom Analysis Editor?
A patient gets insurance coverage mid treatment. The practice adds the INS policy and starts the contract inflating the treatment fee. How do you correct the treatment fee?
Rollback any claims that have been charged out back to unbilled. make an original contract adjustment to the INS contract you just started which will correct the treatment fee.
What do you do if Treatment Card Notes are missing in Domo
How do you submit enhancements?
Article# 1500
Enhancement Requests - Procedure
How do you know if a call should go to implementation?
If the DM install Date is in the future, calls should go to implementation.
What is the DolphinSwitch and how do you set it up?
Pop quiz hotshot, you are connected to a client’s station and attempting to log into DM under Support Mode but get the following error: Employee authentication
What do you do?
use user: admin pass: dolphin40
What might cause a patient's images to not show in MyOrthodontist?
How do you release software updates?
Article# 1503
How to release Dolphin Software Updates via Spanky
What is Support's MISSION STATEMENT?