TRUE / FALSE
T/F: Morry's middle name is probably "Portal Dad"
True
Your client messages you, "I can't get in the call".
What should you do?
Ask them where they are (e.g. on Google or on Portal)
Send them the direct URL
When it comes to tablets, what two connectivity options does AnswersNow offer to clients who qualify?
WiFi-only or 5G
You reach out to _____ after you've attempted independent troubleshooting solutions on a video call.
Intercom "talk to a person" / Intercom human
Is the Portal optimized for use on a cell phone?
No
T/F: I should recommend troubleshooting steps from most-to-least response effort
False
You and your client experience choppy video during a session. What's the first thing you should do?
Refresh (both sides)
You are in a caregiver training session and the caregiver lets you know that the family no longer has access to a device other than a cell phone.
You should...
Fill out an Escalated Tech Support Request
You just completed a reassessment call and you go to complete your note but 97151 is nowhere to be found. You take a breath and reach out to ______.
Your customer care chat / Stephanie Padilla
How does "bad math attitude" relate to tech troubleshooting?
T/F: My client can be assigned a 5G device if the caregiver wants to run errands during sessions
FALSE - 5G devices are assigned on an as-needed, not as-convenient basis (e.g. the client has community goals, the family does not have WiFi)
List 3 sound-specific troubleshooting steps
Try headphones
Ensure you aren't muted
Check mic/speaker assignments
Ensure your call tab isn't muted
Ensure device case is properly adjusted
What is the password for all AnswersNow tablets?
1234
Whom should you request support from for issues with your work computer or tablet?
Huy / Logik7
Why should you recommend troubleshooting solutions in order of least-to-most response effort?
To minimize aversiveness of tech issues and troubleshooting
T/F: If a client doesn't have reliable WiFi, a 5G device will absolutely work for sessions.
False - service maps are sometimes inaccurate and we have no control over actual service quality.
List 3 speed troubleshooting tips in order of least-to-most response effort
Close out extra tabs
Move closer to router / window
Ask others to get off the internet
Reboot the router
What are the 3 ways in which a client qualifies for an AnswersNow tablet?
1. No home WiFi
2. WiFi speeds <10mbps UL or DL
3. No device other than a cell phone
Doxy isn't working!!! You should contact ____.
Doxy's customer support team
How do you send your caregiver a password reset link?
1. Click “Edit” on client’s Profile
2. Scroll down and click 3 dots next to team member who needs a new password
3. Click “send password reset link”
T/F: Troubleshooting steps are only applicable for ongoing sessions and reassessments - if I experience tech issues during an initial assessment, I should talk to an Intercom person right away to avoid potentially losing the client.
False
Your client reports seeing a continuous Loading screen after logging into the Portal.
You should advise them to...
(it's ok if the respondent tacts other steps first)
One of your clients recently moved and have since experienced severe connectivity issues during sessions. They do not have home WiFi and have attempted 2 different 5G devices on Doxy, but to no avail.
Can we do anything further for this family?
Recommend alternative service model or that they attend sessions on public WiFi. No further coverage options available.
I need to be assigned as the Primary CCP for a new client case I am taking on. I should contact ____ for support with this.
CTL / Lead
When should you fill out an Escalated Tech Support Request?
1. Your client no longer has access to a device other than a cell phone OR WiFi with workable speeds
2. You've attempted 3 troubleshooting solutions, contacted an Intercom human, and 2 sessions within a 2-week span have been 75% or more impacted (non-billable)