Salesforce
Actor from the Salesforce commercials
Who is Matthew Mcconaughey?
Describes who is calling in.
What is Call Type?
Genesys widget nickname
What is Mini Gen?
What is Mini Gen?
Systems we will use until everything is integrated
What is Siebel and Salesforce
History of records on the member account.
What are Related Records?
A case to document an interaction but not necessarily complete action steps
What is an Inquiry Cases?
How to make an outbound call.
What is New Interaction?
Provides details on account
What is Member Plan widget?
This system does not go away, and we are still required use this system daily
What is IDX
Salesforce home screen
What is MEC Dashboard?
Cases created and linked to each other
What are Related Cases?
Call reference number
What is CTI - Interaction ID?
Provides tips on specific cases.
What is Knowledge Widget?
Go live date for Salesforce
A way to search within Salesforce
What is Universal Search?
An area you can notate or create an event/task for the case you're working.
What is the Activities section?
Adding someone who is not already in Salesforce
What is adding a new caller?
Quick access to external sources
What is the Link Widget?
Where we can go to review training materials
What is TOOL > Training > Sales Force Training
An area to create a case from scratch.
What is Global Action?
Category of templates for MEC emails.
What are Classic Templates?
Technically - 3 are only required but 4 are needed to be market to represent the passing of verification points
Smaller version of creating this from scratch?
What is case widget?
4 cases that will not require a Siebel Service Reques
Case/Care Management
PCP change
AHCCCS Plan Change
Authorized Contact
QOC
Decision Letter Request
Dentist Change
Medicaid Member Update
Med Management Team
ODAG
Pharmacy Coverage Determination
QIO Discharge Appeal
SNF/AIR/IRF/LTACH request