Your Role
In what year was Sage founded
1981
What does UCM stand for?
Universal case management
What is the second and most important step in the UCM process?
Explore the need
How many employees do small business typically have?
0-20 employees
What are the 4 steps in the UCM process
1. Open the case
2. Explore the need
3. Offer solutions
4. Close the case
True or False - The scientific method - Why is X happening is assisting in finding the root cause
True
How many employees do medium businesses have?
20- 500 employees
True or False - A brand is other perception of a company, service or product
True
What are the 5 W's?
What When Who Where and Which
Name 4 behaviours you should have as an analyst
Resilient, likeable, curious, driven, caring and bold
When handling a case what are the 5 characteristics you should have?
Confident
Energetic
Empathetic
Knowledgeable
Personalize
True or False - Universal case management is a standard set of process, procedures and principles that helps create a consistent and extraordinary customer experience
True
Name 5 skills you must have to be competent in your role
Active listening, accountability, customer focused, adaptability, Technical expertise, communication, analytical ability
True or False - A problem well stated is a problem half solved
True
What does NPS stand for?
Net promoter score