Dyno
Dynamics is
a documentation tool for documenting our interactions with our customers.
Searching contact with
Creating a case or complaint is considered
Long form
A 3-point verification completion is by the Training Center, instructor
eCards
Customer/Student wants to complain about the instructor, how do you help them?
Direct Mail recipients, Donor information, Youth Market and Heart Walk participants.
Cases are created when....
further research is to be done or DD needs to be emailed.
Creating a phone activity only is considered
short form
A webpage you can locate Instructors, Students
Instructor Network
False,
can only provide instructor information you found on find a course tool.
Dynamics tool location
NEC Connection
CPR, eCard or TC's to the customer is
Phone activity
ESCALATION IS
When the customer complains or there is research that needs to be done for the customer.
What must the student input to search for eCard
The first name, last name and email address that they registered with
You must resolve a case - DD
True
tabs inside Dynamics
1. Contacts
2. Accounts
3. Activities
4. Cases
Fulfillment form email
Dynamic Delivery
A completed contact card has..
First and last name, email address, phone number, zip code and state
(they have access to the email?)
(if they dont have access to email?)
Access - TC (Training Center)
No Access - TCC (Training Center Coordinator)
Special icon for searching contact
asterisk
Cases can be created without phone activity
FALSE
Escalation steps are:
1. Convert case - use subject - NEC customer complaint
2. NEC Type - CPR and First Aid (ECC)
3. Escalated to: supervisor or coordinator
4. Escalation type: Research or request/ Complaint
5. Click save and close
What needs to be verified if the student is unable to locate the eCard?
The name and email address their using is the one they registered with.
they are on the correct website
A case must be connected to