PROD Tool
Which tab contains client specific vanity links?
Client Setup
What is ViaOne used to search?
Claims
For password resets and registration issues, what should Urgency be listed as.
1
What status do you need to be in as soon as you log in?
On Queue
Which system is used to communicate throughout the workday?
Microsoft Teams
What are the two registration methods?
HR and Claim
Which tab will you utilize when assisting with CLAIM registration?
Details > Claimant
For password resets and account unlocks, what should the subcategory be listed as?
Account issues
What status should you be in for your 30 or 60 minute lunch break?
Meal
Which system is used to communicate outside of typical office hours?
Slack
Which tab do you access to unlock and reset passwords for user's account?
User Support > Account Management
Which tab will you utilize to assist with HR registration?
HR Data > Employee Detail
For registration issues, what should the subcategory be listed as?
Functionality/Performance
What status should you be in if you are going to the bathroom or taking a fifteen minute break?
Break
Which system is used to locate claims department phone numbers?
InfoSource
Which tab contains user's HR information?
User Support > Registration Criteria Search
Which link will you users use to register if their claim type is GL or PD?
Generic Vanity Link
What are three usable options listed above the chat box?
Canned Messages, Transfer Chat, Language, and Terminate Chat
What are the steps that you should take to transfer a call?
Begin a new call, select the down arrow, select transfer
Which system is used to view and close open tickets?
SNOW
What does SSO stand for?
Single Sign On
What is meant by a placeholder SSN, and What is an example?
The SSN listed does not match the user's actual SSN. 9996, 9997, 9998.
What is the only situation that warrants leaving your ticket in the "New" state?
Escalation
When logging in, what should the Americas setting be changed to?
US West
Which system is used to access the PROD Tool?
Citrix