eComm
What is the first thing you should verify with the customer when they call in to place an order?
Their email address
What are 3 features that the WJ V will have that the WJ IV did not?
A dyslexia test set, ability to create custom test sets, automatic basal/ceiling rules, voice capture, pre-loaded test clusters, all digital
Who can set up building levels?
Account Holder & Secondary Account Holder
What is the best way to transfer a call to Classroom?
Using the "Queue Transfer" (three people) button.
What are the most common BDI-2 calls about?
Login issues, MDS
What 3 things must be present on the contact page in NS so that the Customer is properly synced to BigComm?
Send to website button checked, Big Commerce ID, BundleB2B User ID
How can you sync the examiner's device with the examinee's tablet?
Scan the QR code on the examiner's screen with the examinee's tablet OR Type the code on the examiner's screen into the RS website on the examinee's tablet
How can a user have access to intervention reports?
AH must enable the WMLS III Teacher and Interventions permission on examiner profile
What queue should you transfer Classroom Product Questions to?
Classroom Customer Service
If customers have login issues on the BDI-2 MDS, what is the most common fix for this?
Resetting the GUID
If the customer would like you to go into their eComm account, and add items to their cart or make a quote for them, how do you do this?
Find the customer in Big Commerce, click on the three buttons next to their name, click "Login". Log out of their account when you are done.
Can an examiner who is testing a student performing above or below their their grade adjust the test questions to the examinee's ability level?
Yes
What is the WMLS designed to test for?
Language proficiency in English vs Spanish
For Classroom tech support questions (customers actively testing), what question should you ask to get them to the correct agent?
What platform are you currently using?
Where can you download the BDI-2 MDS App?
BDI-2 DataManger Download Tab
If your customer never signed up for an eComm account previously, or can't remember their password, and they want to try ordering through eComm on their own, what do you do next?
Have the customer go to https://riversideinsights.com/login.php click on "Forgot Your Password?" and enter their email. Have the customer check their email to reset/set up a password. OR You can go to https://riversideinsights.com/login.php click on "Forgot Your Password?" and enter the customer's email. Have the customer check their email to reset/set up a password.
What report type will be available at launch?
Score Report
Where can an AH view the WMLS III Teacher and Parent Interventions license start and end date?
On WMLS under Administration> Products > License Info > WMLS III Teacher and Parent Interventions License tab
Where can you go to make a ticket for your call if you didn't make one during your call?
Call Metrics or click on the total number of calls in the FreshCaller dashboard.
What tab will the AH/Administrator navigate to in order to give users permission to download the app?
Staff Administration > Mobile Data Solutions
If the customer's organization has an NetSuite account, but the customer does not have their own Contact Record, what steps should you take?
Click on the "Relationships" tab within the org. account, click on "Contacts", click on "New Contact". Add customer's information and click "Send to Website". Click "Save".
Who is eligible for the Unlimited Model?
Schools, as they have a verifiable enrollment number
Can building structures be edited, deleted, or restored after initial setup?
Yes
When is it appropriate to be in Ticket Processing time?
During your scheduled ticket time or if you have received direct approval from your lead.
As an agent, what steps will you take if the Customer has an upload error in the MDS app?
Transfer to the PSS team with the canned response.