USC
Name the AI feature that improves efficiency with contact handling
ASK AZA/ AZA
What is the difference between a note and a case description?
Notes are used on LOA/AR cases whilst case description is used on Benefits and Core cases.
True/False
The call flow should be followed on ALL calls
True
Double Points
Name 3 types of cases you can handle in USC
Benefits and Core
Leave of Absence
Accommodation
How is UPT deducted?
In 15 min increments
Double Points
Which feature on USC can be used in event of latency or crashes to quicky remediate issues?
Hard Refresh USC
DOUBLE POINTS
What should your notes title be?
Employee Conversation
Share the MHLS Greeting
Thank you for calling MHLS, this is *** Am I speaking with ***
Bonus Points *4
Davi calls in wanting to code VTO for 12/9/2025 that they received on site from their Manager. You checked labor scheduling tool but the VTO is not reflecting. What do you advise Davi?
Advise them to wait 24 hours for their Manager to code it on their timecard
How many points places you at risk of being terminated?
8 or more
Which tool do you use to handle contacts?
Contact Hub
What should you add in your notes when a section does not apply?
N/A
DOUBLEEEEEEEEE
Mary just started working on Sunday and wants to know when is their first pay date. Share an empathy statement for this contact reason
....
What is the self service tool for Former Employees?
Atoz Alumni
What is the UPT balance amount that places you at risk of being terminated?
negative balance
Where on USC can you find policy and process updates?
Message Board
TRIPPPLLLEEE POINTS
Which blurb do you utilize in USC for your case description?
True/False
The survey should be offered on ALL calls
False
We don't offer survey on BERV, DV, SA, Third party without EE on the line.
TRIPPLE POINTS
True/False
You can review final pay amount on People Portal.
False
You can only review final pay date and how they will be getting their final pay.
DOUBLE POINTS
What is the grace period for an employee returning to work from lunch?
3 minutes
DOUBLE POINTS
Where on USC DO we find open/closed cases?
Action Center
What are you expected to do with your notes for a LOA/AR case?
Add notes, create a benefits case and add case description
DOUBLE POINTS
What is missing:
Greeting-Paraphrase-Empathize-Resolution-Recap-Offer Additional Assistance-Survey
Confirming Call Back #
TRIPPLE POINTS
Explain the difference between VTO, VET and SET
VTO-Voluntary Time Off (can be claimed on site or on A to Z)- the workload is less than the available headcount resulting in unpaid time off being given.
VET-Voluntary Extra Time (can be claimed on A to Z)- voluntary overtime that EEs can pick up shifts to work
SET- Scheduled Extra Time- (mandated by site)- mandator shifts that EEs have to work or use their time if inadequate
TRUE/FALSE
You get 2 points for full absence
True