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Quality
CRM
4.0
KnowledgeBase
Departments
100
A Consultant must verify this information in order to assist a caller.
What is first name, last name, and employe ID?
100
This is used as your username for EdAssist 4.0.
What is your employee ID?
100
An EdAssist Consultant would search this within the KB to find information regarding EE questions.
What is an Article?
100
This department reviews documentation, talks to Clients and Providers, and sends payroll reports for disbursement/reimbursement payment models.
What is Support Services?
200
These are people we can speak to regarding a given employee's details.
Who are names listed on 4.0 profile?
200
This type of activity is used to schedule an advising session.
What is "Service Activity"?
200
This is the location of the Provider Search for the employees.
What is the EdAssist 4.0 front page?
200
Articles are attached to this section of a case. (Think of the blue headers.)
What is "Notes and Articles?"
200
This department acts as a mediator between Clients and Providers for LOC and Direct Bill payment models.
What is Payment Admin?
300
These are the expectations regarding long silences.
What is "informed silence"?
300
This is the location of sent emails, completed advising sessions, and case resolutions.
What is "Closed Activities"?
300
These three application statuses indicate that documentation or clarification is required.
What is "Submitted - Incomplete," "Payment Processing Incomplete - Information Needed," or "Payment Complete Completion Documents Required"?
300
This department handles website data changes and website errors.
What is Application Support?
400
This area of QA scores would be affected if a deadline is advised incorrectly.
What is "Complete and Relevant Information"?
400
This is the format for each department queue located within CRM.
What is "
400
These two statuses may indicate why an employee's application is taking longer than five business days to receive initial approval.
What is "Saved-Not Submitted" or "Forwarded to Supervisor for Review"?
400
List five examples of places where company policy differs from other Clients.
What are EE eligibility, covered programs, covered expenses, approval workflow, minimum grade requirements, application deadline, document submission deadline, available cap amount, payment model, and escalation procedures?
400
This department assists EEs with selecting the right school/program, tips for funding their education, and clarification on their employers' policies.
What is Advising?
500
These four components must be included in call closings.
What are "Yes response, your name, brand EdAssist, and valediction"?
500
This search queue is used to view the incoming email box.
What is "EACC - Emails Waiting to be Converted to Case"?
500
This section of an application displays notes from Compliance and supervisors.
What is "Eligibility Events History"?
500
This department manages Providers' discounted tuition rates and waived fees for EdAssist Client EEs.
What is Network?