Accounts
In Service Cloud, the solution or guidance for the call handler is called what?
What is an article
You need to ask the Questions for Dechallenge and Rechallenge in an AE case for Service Cloud when the caller answers, "Yes", to this question.
What is "Was Therapy Discontinued?"
After choosing a template for letter creation, you open the letter in Microsoft Word and make appropriate edits to it. What steps do you take next?
What is You need to save the updated letter to your desktop. Find it through the browse feature and click continue.
When adding a new HCP, HBP, or Business Accounts, you need to select a type and a _______ _______ of the account.
What is sub type.
What is a very important step to complete after you find the article and click the attach button?
What is close the search or else the article will not attach.
The Customer added in the Interaction and the Primary reporter noted in the AE description would be whom, if a PSP agent calls in an Adverse Experience on a patient (consumer).
What is "The Patient or Consumer"
After you’ve created the DDP letter that needs to be mailed out to a customer, have attached the letter, and have added instructions for the Mail Team, what do you have to do next to ensure the letter is mailed out?
What is change ownership to the Mail Team queue so that the letter will go out.
True or False. Attach an article for each customer inquiry asked
What is True
If a detail field does not apply to the AE, or the reporter does not provide the information, what three phrases can be entered into the field?
What is Not Applicable, Unknown by Reporter or Refused to Answer Remember, fields cannot be left blank or completed as just ‘Unknown.’
What is the difference between a general email and a case details DDP email?
When you need to send the entire case that includes all of the case details, you will click send letter to create a Case Details DDP email. The entire case will get attached to the DDP template. By sending a general email, this includes product details, customer information but not notes. You click send email. Important reminder: Be sure to read the article on when to use a DDP template or a regular email.
Best practice when looking for an article to find for the case is to search how?
What is by using a Keyword (and when needed, addition of Subtype and/or Category)
What should be done if a customer calls back for a follow-up regarding a closed AE/Legal Case?
Find the original case, add new note, get someone to open the case for you and then email the entire case via DDP to Legal
True or False? After sending an email with an attachment, that attachment can’t be deleted
What is True
When entering the zip code for a new address in the Service Cloud, the city and state fields will automatically populate.
What is True. Entering the zip code will auto-populate the city and state associated. You will need to choose the appropriate city and state.
What check box would you mark off if a customer did not wish to receive a customer satisfaction survey ever?
What is go to the account details screen within the contact information section and click the Survey Opt out checkbox.
Why is it important to choose the AE type and then hit save?
For certain AE types, Not applicable will automatically flood in for those questions that do not need to be asked. In the event that you hit save and then you need to update the type, you can update the relevant fields, but the Not Applicable fields will now be blank.
When trying to understand where an email should be sent, what email template to use and what template folder to look in when sending an email, where will you find this guidance?
What is It will be contained within the article