GCX Overview
What does GCX stand for?
Glidewell Customer Experience
What is the minimum time frame to schedule a FedEx pick up?
2 hours
How do you cancel a task while on a call?
Click on 3 dots on upper right corner of the ticket and select cancel work.
What contact information can customer service agents update themselves?
Account emails and phone numbers.
When Will Ship
How do you start a new phone call interaction?
How do you schedule a pick up in GCX?
1. Search Dr's account. +add task-> schedule pick up-> add task, fill in pick up details and submit.
What task do you create when giving product pricing, in lab time or indications?
General Inquiry and select Product.
How do you update an address on an account.
You create a general service request and assign it to the AccountActivation work queue.
How do you find an Invoice?
Where can I find my Tickets, Workbaskets and Recent work?
My Work page.
Where do you view pick up history?
Under the "Pickups" tab in the accounts 360 view.
What information does the Knowledge Base (KB) contain?
Product information, technical information, ADA codes, protocol articles, etc.
How do you add an associate provider to an existing account.
search account, general service request, notate Drs full name and license # with state, assign to accountactivation.
Cases tab, search for invoiced case, 3 dot menu, track shipment.
What is the difference between Tickets and Workbaskets?
Tickets show tasks assign to you(operator) to follow up on, Workbaskets show tasks assigned to a work queue.
How do you cancel a previously scheduled pick up?
Go to Pickups tab, find the correct pickup and select "Cancel" from the Actions menu.
What should you check before prescheduling a rush?
Account Status and Account Standing.
How do you change the financial owner on an account? Give both scenarios.
If the provider is already listed on the account, create a general service request and assign to accountactivation work queue.
If provider is not listed, you follow onboarding instructions to create a new account.
When do you use the Assign Task option?
When a request does not fit any of the other task options and you need to assign it to a work queue to follow up.
What are the 5 ways to search for an account?
Phone Number, Account ID#, Practice Name, Dr's Last Name, Case ID#
How do you schedule a future pick up?
Create a General service request, document pick up info, assign to GLcustomer_service work queue.
How do you create a Dr alert?
+add task, Dr alert, follow prompts. Enter alert details in 2 line format, submit. Paste alert into GO and then submit and confirm in GCX.
How do you onboard a new customer?
Search for the customer first. If no account then fill out the onboarding template and email it to account activation team email.
What are the 2 ways to schedule a call back?
1. +add task, schedule call back, capture details, assign to manager queue, submit, confirm
2. search case, 3 dots, schedule call back, assign to queue, submit and confirm