Best Practices
What method can you use to help take notes quickly, while on calls?
Shorthand & Abbreviations
What are the dates you should use for any WJ V order placed before launch?
2/1/2025 - 1/31/2026
What email address will the WJ V Welcome Email come from?
riversidescore@clinical.riverside-insights.com
What is the purpose of locations?
An organizational tool to keep staff separated by buildings/classes.
What is the first step when checking an order paid by PO?
Ensure the order is not duplicated.
Name three ways to help build trust with your customer.
Communicate Clearly
Provide Updates
Set Realistic Expectations
What is the minimum order quantity for the Unlimited Model?
$225 or 300 Students
How does an examiner go back to a flagged item?
From the "Items and Tests to Review" Modal, you may click on a flagged item.
If a customer cannot find a child in BDI-3, what is the first step of troubleshooting you should take?
Cross examine the locations of the staff member and child.
Where can you download the PO for orders paid by PO?
BigCommerce tab.
What does the one-touch rule mean?
That you should try to resolve the task in one interaction, without having to revisit it or follow up later.
All subtests purchased in the last _____ of the customer's subscription year roll over to the next year.
4 months
How does an examiner play the recorded audio after the examinee has left?
Navigate to the subtest item and click the play button in the top bar next to the microphone icon.
If the staff member and child do NOT have the same location, what is the resolution?
Have them reach out to their account holder to get the staff or child location updated.
Which items should be checked for orders paid by PO?
Shipping address
Delivery hours
Product SKU numbers
Billing address
When should you start taking notes on a call?
As soon as you answer the call/the customer starts talking.
What is the minimum order quantity for the Subtest Model?
100 subtests or $250
What happens when an examiner click on the "query response"?
The platform will generate a follow-up question.
When a test record is committed, where is the license being removed from?
The top location of the staff member.
For BDI-3 orders, what subscription details should be added?
Either renewal dates or dates to add an additional examiner for the remainder of the year.
If a phone call needs follow up, when should you continue to work on it?
During your scheduled ticket time or while "Available" waiting for your next call
If a customer would like their WJ V order invoiced now, who should you send the ticket to?
The option for the examiner to take notes is always available, even during timed tests.
False
If a customer says they should have licenses but are getting an error when committing, what should you check?
Staff member's location and the allocations tab to ensure there are licenses for their location.
What should you always add to the order notes for both PO and CC orders?
A note that the order has been reviewed and released.