Misc
From the Member Account card / screen, which one is NOT available on the home page?
- Next Best Action
-Knowledge Grid
-Call History
- Account Details
What Is :
Next Best Action
This Section of Salesforce is where agents access the Phone Gadget , Custom Links and History .
What Is :
Utility Bar
Agent is on the phone with a member who stated he and his wife are expecting twins , After validating HIPAA , the representative creates a case to add newborns . However the representative quickly realizes they created the wrong case type as this is not the reason for the members call . What would the agent need to do next ?
What is :
Go to the More Tab on the Case Documentation card and Select Change Case type and update to the correct reason
True or False : The Global Search Can Only Be Used for Searching Knowledge Articles and nothing else .
What Is :
False
True or false :
Agents can view their call History on the home Page
What Is :
True
Which identifiers can be used in the Global Search Box ?
What Is :
Name
DOB
Member ID
NPI
To log into Salesforce , Agents use this internet Browser .
What Is :
Google Chrome
When navigating to this tab / page , the screen will display your Recently Viewed Accounts .
-Accounts Page
-Home Page
-Case Page
What Is :
Accounts Page
True or False :
Next Best Action is an important place for representatives to go to before saving a case or ending a call . The NBA generates suggestions to ensure we are addressing areas the caller may need .
What is :
True
On the Home Page _______ Displays cases and account that have been accessed recently
What Is :
Recent Records
To Log Out at the end of your shift in Salesforce representatives navigate to the ___________
What is :
Profile Icon