Ticketing

Slides (9)

1. 1 - Pick Answer Where do we create tickets from?

   1. Tickets tab

   2. Customer's account from Member View

   3. Customers must create the tickets

   4. Customer's account from CSR View

2. 2 - Pick Answer True or False? We can adjust the priority of a ticket if the customer calls in to request.

   1. True

   2.

   3. False

3. 3 - Pick Answer How long should we tell customers it will take their ticket to be resolved?

   1. In the order of importance.

   2. In the order it was received.

   3. 4-5 business days

   4. Immediately

4. 4 - Leaderboard

5. 5 - Pick Answer True or false? The customer always needs to be on the line while submitting a ticket.

   1. True

   2. False

6. 6 - Pick Answer True or False? As the CSR creating the ticket, you are also expected to resolve the customers issue.

   1. True

   2. False

7. 7 - Pick Answer When creating a ticket, as long as it gets the point across, put as much or as little info as needed into it

   1. True

   2. False

8. 8 - Pick Answer When should you create an enrollment not found ticket?

   1. Carrier system shows as termed, however our system shows as active

   2. Customer can't find the plan they want to enroll in

   3. Customer states carrier doesn't see enrollment the day after enrolling

9. 9 - Leaderboard