Pack Your Lunch
Before entering an inquiry in CRM, what required step must be completed three different ways?
What is a Duplicate Check?
A duplicate is NOT eligible for reassignment. What happens to the newer inquiry?
What is merge it into the older inquiry and keep the record with the original owner?
A NEW inquiry normally needs an attempt to contact by when?
What is the same business day the record enters the owner’s database?
What overarching standard can allow inquiry and student records to be reassigned?
What is when reassignment is in the best interest of the student, at the Company’s discretion?
What behavior is expected of all GCE staff when handling inquiries?
What is acting honestly and ethically in all aspects of the job?
Name the three searches required to complete the Duplicate Check.
What are email only, first name + last name, and phone number only?
When a UC or UDC requests a transfer while the inquiry is not on the phone, what CRM activity is created?
Send to UDM to work the Transfer: What is a Task Activity with “Transfer” in the Subject Line?
If the owner’s shift already ended when a NEW inquiry arrived, how long do they have to attempt contact?
What is until the end of the following business day?
If a duplicate falls under the policy’s reassignment rules, what happens?
What is the inquiry is transferred accordingly?
Can counselors deactivate inquiries simply because they cannot work the requested program?
What is no, if the partner institution offers the program in another area?
What checkbox should be selected so the duplicate search checks both inquiry and student records?
What is Global Search?
If no V2V is made after a REMARKET, how long should the owner leave the status reason as REMARKET while continuing contact attempts?
What is 8 days?
A REMARKET can become available for reassignment after how long with no attempt to contact?
What is 48 hours?
What can count as V2V contact for CONTACTED or APPLICATION NEEDED records when properly documented?
What is an incoming email received by the owner?
What is incoming text message?
What is talking to student on a call?
Can a counselor enroll a student in a program outside the programs the counselor is approved to offer?
What is no?
A referral or UDR inquiry needs a valid email, source/campaign, degree program, and what basic name information?
What are at least 1 alpha character for first name and 2 non-identical alpha characters for last name, with no obvious false names?
For a transferred inquiry reassigned by Operations Support, no contact attempt by the new owner within what period can make it available again?
What is 48 hours?
A NOT CONTACTED inquiry can become available after how long with no attempt to contact?
What is 5 business days?
A STARTED active student is generally reassigned only for which two owner-related circumstances?
What are incorrect program enrollment or the owner transitioning/leaving the Company?
True or false: “They did not call me back” is a valid reason to mark an inquiry as a Bad Lead.
What is false?
For referral/UDR inquiries, what previous education is required for a doctoral inquiry?
What is a master’s degree?
You own an inquiry requesting a program you are not approved to enroll for. Deactivate it, keep it, or transfer it?
What is submit an Inquiry Transfer Request and transfer it promptly to an appropriate counselor?
CONTACTED or APPLICATION NEEDED records can become available when there has been no V2V contact for how long?
What is 60 days?
A STARTED student inactive more than 365 days may be $500 available for owner reassignment when what contact threshold is met?
What is no V2V by the current owner in 60 days?
True or false: A disconnected phone automatically makes an inquiry a Bad Lead even if the email is valid.
What is false?