Salesforce/Cases
What do you enter under the Account name in Salesforce :
a) The name of our program
b) The date the account was created
c) My name (the agent who created it)
d) Either the name of the caller or child.
b) The date the account was created
Before creating a caller Salesforce profile, I must search for the caller by:
a) Their telephone # and caller's name
b) Their address
c) Their social security #
d) Their BFF's name
a) Their telephone # and caller's name
What does PII stand for?
a) Pretty interesting information b) Public important information c) Personal identifiable information
State the four examples that we use/refer to properly verify/authenticate a child?
c) Personal identifiable information (PII)
1. Child DOB Full or partial (MMDD,MMYY, DDYY)
2. Child FULL name
3. Child FULL address (apt/spc/unit/zip)
4. SUID (15 digits) on front of card.
What two main groups of cases are there?
A) Escalated and non-escalated
B) Permanent and non-permanent
C) Close and opened
A) Escalated and non-escalated
The SUN BUCKs card # starts with a #___
The SUID (State Unique Identifier) starts with a #___
The SUN BUCKs card # starts with a #5
The SUID (State Unique Identifier) starts with a # 71
Salesforce is:
a) The system that we use to document our CA SUN Bucks calls, create cases, etc.
b) We do not use Salesforce
c) The system we use to complete our learning courses.
a) The system that we use to document our CA SUN Bucks calls, create cases, etc.
Can the child's SUN Bucks card be mailed out of the state of CA?
Yes, so long as it is in the continental USA
The child's dob (birthdate) is a mandatory verifier/authenticator. If the caller is unable to provide the full dob (that matches Portal/Edge), what combinations of the dob can they provide instead?
MM DD
MM YY
DD YY
True/False?
Other than referring to the SOP, a case requires:
1. Caller and child profiles and
2. Template and reference to Matrix
True!
The SUNBUCKs program county code in EDGE is:
a) 70
b) 71
c) 74
The SUNBUCKs program county code in EDGE is:71
The old P-EBT is 70- Do not confuse the two.The P-EBT is closed. We do not provide information nor do we service this terminated program. (pandemic related)
After I create and save any case, I must make sure that:
1. The child is attached to the case.
2. Nothing! I do perfect work.
3. Tell my supervisor/lead.
1. The child is attached to the case.
If a card becomes expired/expunged, can the benefits/funds be reloaded/recovered?
No, not at this time. (apt to change)
Which piece of PII is MANDATORY when verifying (authenticating) a child?
The child's full dob or
The child's partial dob MMDD,MMYY, DDYY
Marie calls in to see if her child is eligible. You do not find the child in Portal or Edge. After probing the caller (with SUN Bucks program eligibility questions) the child does NOT meet the SUNBUCKS requirements.
What type of case do you create? Which template and matrix do you use?
Case Type: Eligibility Questions
Template: Eligibility Questions
Matrix: Eligibility Questions
(Match the matrix to the template or vice versa)
A caller wants to know if their son is eligible.
After a diligent search, you do not find the child in Portal or Edge. You proceed with probing the caller and child meets Group B requirements (8 years old, on CALFresh).
What type of case do you create? What type of matrix or template do you use?
Case Type: CDSS Missing Eligibility Escalation
Matrix: CDSS Missing Eligibility Escalation
Template: CDSS Missing Eligibility
How many children per case?
a) as many as the call is for
b) Only one child per case.
c) No more than three children per case.
b) Only one child per case.
Which two departments issue SUN Bucks cards?
a) CDE and DMV
b) CDSS and CDE
c) DWP and CDE
b) CDSS and CDE
List three pieces of PII that would properly verify (authenticate) a child.
1. Full./ partial child dob
2. Full child name
3. Full address (apt/spc/unit) #4.
4. SUID (starts with #7)
When creating cases, I need to use the case specific template because:
a) what template?
b) the case looks prettier
c) to know in which exact format the case must be written and to know which information is required.
c) to know in which exact format the case must be written.
Can we assist a caller, who is able to properly verify/authenticate (3 of 4) child BUT is not the child's parent or guardian?
Yes, we can
we can assist anyone who can properly verify the child (as stated in Portal/Edge)
In some cases, the caller might be the child themselves. We select Other as relationship and good practice to notate that the caller is the child in your case template notes to avoid confusion.
You get a call about CA SUNBUCKS.
Neither the caller or child have existing Salesforce profiles.
What two profiles do you need to create?
Do you need to create a case?
1. Caller Salesforce profile
2. Child Salesforce profile
3. Yes, a case to document the reason for call/issue. (Template/matrix)
Select the choice that states true facts about the SUN Bucks program:
a) Temporary CA program, $120, for college students also (0-22)
b) Permanent CA program, $120, up to high school only (0-22)
c) Permanent CA program, $122, up to high school only (0-22)
b) Permanent CA program, $120, up to high school only (0-22)
Which of the following is NOT allowed when a caller is attempting to verify a child? Choose ALL that apply.
a) give them hints.
b) tell them the PII information found in our system.
c) changing the demographic information without first fully (3 of 4) verifying (authenticating) the child.
All of the above!
When creating a case, I use the case specific matrix because:
a) What matrix? The movie?
b) to know which correct dropdowns to select in Salesforce.
c) to know which correct dropdowns to select in ebtEDGE
b) to know which correct dropdowns to select in Salesforce.
Which website do we use to check the proper format of an address?
In which system (Portal, Edge, Salesforce) must this exact USPS format be entered/updated, and why?
USPS Zip Finder
Because EDGE (edtEbdge) is the only system from which cards are mailed. Cards are mailed regular mail (not certified) so entering the address in the USPS format allows for more precise delivery. (Nine digit zip code) ADD /Update and notate in case notes.
The turnaround time is 15 calendar days.
Salesforce uses Google maps to fill in the address.