8x8
How do you Warm Transfer a call?
1. Place caller on hold
2. Click line 2
3. Connect lead to line 2
4. Join the lines
5. Introduce lead to customer, end call.
CDSS determines eligibility for _____ while CDE determines eligibility for _____.
Young children; School-aged children
What is a demographic that CANNOT be included in a customer record?
Race
How do you add previous case information to a follow-up case?
Click the "Insert Case Info" tab at the bottom right corner of the follow-up case.
What are the 3 main committees that have been established at the center?
Knowledge, Quality Assurance, Training/Onboarding
What are the 4 Agent status codes?
1. Available
2. Working offline
3. On break
4. Busy
True or False: 2.0 P-EBT cards will automatically be mailed to school-aged children to the address that the school has on file.
TRUE
What is the order of systems you should check when on the phone with a caller (according to the Hares video)?
Portal, School database, Edge, 8x8
When you hear the caller in one ear and your lead in the other while on a call, it is an indication that your lead is using the ______.
"Whisper" function
In what folder can the "Training Presentations" be found?
Orientation and Training folder
What do you click at the end of a call when you need additional time to finish a task?
Post Processing
P-EBT 2.0 benefits are issued for... (time frame)
The entire school year of 2020-21
When you encounter a difficult call, you should always use the _____ Method.
C.R.E.A.D.E.
When you are unable to locate a customer that should be in 8x8, using the _____ function in the search bar can help to broaden your search to matches without case sensitivity.
contains (ignore case)
According to the FCCC P-EBT 2.0 training, an "area" in which at least one school must be closed due to the pandemic is defined as _____.
the county in which the recipient lives
The "priority" tab should always be ____ when creating a case unless told otherwise by management.
LOW
The average max monthly benefits for P-EBT 2.0 0-6 program is...
123$ per month
"My goal is to ensure you leave this call satisfied, will you allow me to try to make that happen?" is an example of a ____ phrase.
De-escalation
What are the three verification points?
Full name, address, DOB
When is the contract expended to end for P-EBT 2.0?
January 2022
If an escalation or follow-up is needed on a case, what tab do you use to send it to a lead or supervisor?
The "Assigned To" tab
Eligibility for school-age and young children benefits amount is determined by the school's _____
chosen instruction model. (Virtual, Hybrid, In-person)
What did the P-EBT 1.0 Amendment Plan do?
This plan issued P-EBT benefits to children identified as eligible for P-EBT 1.0, but who did not receive benefits during California’s original P-EBT 1.0 operation.
When a case number is labelled "20.3", that is an indication that you are viewing a ____.
Follow-up case
What is one of the most important factors in providing excellent customer service?
Empathy