PFML Leave
Types
Types
The type of leave you could take to spend time with a new foster child in your home
Bonding Leave
Every claim requires both certification documents and what other type of document?
ID / Proof of Identity
When in a KB article, pressing CTRL+F will allow you to do what?
Search for a particular word in the body of the article.
How a person decodes a message is based on a person's Words, Non-Verbal Messages and THIS.
Tone
Where you would find a claimant's personal information in FINEOS, such as date of birth, address, phone number, etc.?
Claimant's Party Record
The type of leave you can take to manage your own serious health condition
Medical Leave
How many weeks of Family Leave can a claimant take in one benefit year?
12 Weeks
TRUE or FALSE:
You can add certain KBs you use often as "Favorites for easier access.
TRUE
Putting yourself in your customer's shoes mean showing THIS to your customer.
Empathy
Which tab on a claim would allow to see if the Claimant's ID has been received yet?
Documents
The type of leave to care for a family member who was injured while deployed
Military Caring Leave
What is the name of the system where a claimant can submit their own claim without the assistance of the Contact Center?
The Claimant Portal
What are one of the three ways you can provide feedback on a knowledge article?
Star Rating / Marking as Helpful / Flag the Article
TRUE or FALSE:
Non-Verbal Messages are more impactful than Tone or Words when decoding messages.
TRUE
You would click THIS to navigate from the Absence Hub of a claim to the claimant's party record.
The name hyperlink in the top left corner of the Absence Hub screen.
The leave type for helping to manage a family member's serious health condition
Family Caring Leave
How many days does an employer have to review a claim once they receive the claim for review?
10 Business Days
What tab in ServiceNow can you click on to see a list of KB articles you recently viewed?
History
Because you aren't able to use non-verbal messages to show empathy during a call, what is the next most important thing to focus on when on the phone?
Tone
When reviewing the Absence Hub of a claim, you could see a claim with one of the following leave schedules: Continuous (Fixed), Intermittent...or THIS?
Reduced
The leave type you can take to provide childcare for a family member who is preparing for an upcoming deployment
Military Exigency Leave
How many combined weeks of leave can a claimant take in the same benefit year?
26 weeks
What does "KB" stand for?
Knowledge Base
Showing Empathy means putting yourself in the customer's WHAT?
Shoes
Where on the Absence Hub can you see the current status of that claim?
(Adjudication, Approved, Denied, etc...)
Top right corner in the pink bar