{"metadata":{"generator":"Captivate","generatorVersion":"11.5.1","schemaVersion":"","author":"author","title":"","description":"project description","email":"author@company.com","website":"www.company.com","tags":"","thumbnail":"","source":"assets","durationInFrames":16995,"frameRate":30,"totalSlides":18,"width":1280,"height":720,"responsive":false,"scalable":true,"launchFile":"index_scorm.html","isVRProject":false},"contentStructure":[{"id":"Title_AutoShape_2","class":"TODO::Senthil","instance":"Title_AutoShape_2","title":"Resolusion Care Phone 2:   Servicer Requests Prior to the Appointment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide5444","class":"Normal Slide","instance":"","thumbnail":"","children":[],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide5444"}}},{"id":"Image_46","class":"TODO::Senthil","instance":"Image_46","roles":{"click":{"subtype":"button"},"question":{"interactionId":"38529","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_22","class":"TODO::Senthil","instance":"SubTitle_AutoShape_22","title":"Introduction ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_36","class":"TODO::Senthil","instance":"Text_Caption_36","title":"Call for assistance with jobs day-of-the-appointment AND before the scheduled date  Most processes are very similar to the onsite processes.   ","roles":{"textData":{}}},{"id":"Slide38595","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_46","Text_Caption_36"],"roles":{"slide":{"durationInFrames":807},"navigation":{"navid":"Slide38595"}}},{"id":"Image_51","class":"TODO::Senthil","instance":"Image_51","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_27","class":"TODO::Senthil","instance":"SubTitle_AutoShape_27","title":"Tech Needed Jobs ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_41","class":"TODO::Senthil","instance":"Text_Caption_41","title":"Jobs that do not have confirmed coverage: scheduling conflict skill set issues 9668 Not accepted in DOLI (SLA rejected)  Market Managers and TRAs work to secure coverage by reaching out to service companies ","roles":{"textData":{}}},{"id":"Slide39654","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_51","Text_Caption_41"],"roles":{"slide":{"durationInFrames":1554},"navigation":{"navid":"Slide39654"}}},{"id":"Image_48","class":"TODO::Senthil","instance":"Image_48","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_24","class":"TODO::Senthil","instance":"SubTitle_AutoShape_24","title":"Rescheduling Orders ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_38","class":"TODO::Senthil","instance":"Text_Caption_38","title":"Reschedule orders scheduled for the same or next day Reschedule orders where the Market Manger or TRA have been unable to find coverage and leave notes to have the order rescheduled  If you need to reschedule: If necessary, reassign the order to the new service company Book for an available date or a date confirmed by the servicer Call the customer and inform of the change due to a “Scheduling Conflict” If the customer does not answer, leave a message confirming the new date If the customer refuses to reschedule, follow the process for opening a Field Management Support escalation. Email Market Manger, Regional Manager, Tim Bohland, and Robb Bishop about the servicer driven reschedule  ","roles":{"textData":{}}},{"id":"Slide39444","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_48","Text_Caption_38"],"roles":{"slide":{"durationInFrames":2118},"navigation":{"navid":"Slide39444"}}},{"id":"Image_49","class":"TODO::Senthil","instance":"Image_49","roles":{"click":{"subtype":"button"},"question":{"interactionId":"39448","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_25","class":"TODO::Senthil","instance":"SubTitle_AutoShape_25","title":"Servicer Calling to Accept Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_39","class":"TODO::Senthil","instance":"Text_Caption_39","title":"Confirm the date(s) and time(s) the servicer can perform the job Review the Order History to determine the state of the order Does the customer need to be rescheduled? Rescheduling Advise the servicer you are going to book the order to them Reassign and rebook the order in DOLI Update the job to “Scheduled - (scheduled no comment)” status Call and inform the customer of the new date Email Field Leadership about the servicer driven reschedule Not Rescheduling Advise the servicer we will call if the job is assigned to them Notate the A# and the dates the servicer confirmed in DOLI ","roles":{"textData":{}}},{"id":"Slide39514","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_49","Text_Caption_39"],"roles":{"slide":{"durationInFrames":2565},"navigation":{"navid":"Slide39514"}}},{"id":"Image_50","class":"TODO::Senthil","instance":"Image_50","roles":{"click":{"subtype":"button"},"question":{"interactionId":"39518","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_26","class":"TODO::Senthil","instance":"SubTitle_AutoShape_26","title":"Servicer Calling to Reject a Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_40","class":"TODO::Senthil","instance":"Text_Caption_40","title":"If a servicer is calling the same day or day before the appointment: Call the customer to reschedule the order Rebook the order in DOLI If the servicer rejected the job due to not having the skills, vehicle, or equipment to perform the job, update the job status to “Prescheduled - Rejected” Email Field Leadership about the servicer driven reschedule ","roles":{"textData":{}}},{"id":"Slide39584","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_50","Text_Caption_40"],"roles":{"slide":{"durationInFrames":1848},"navigation":{"navid":"Slide39584"}}},{"id":"Image_52","class":"TODO::Senthil","instance":"Image_52","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_28","class":"TODO::Senthil","instance":"SubTitle_AutoShape_28","title":"Servicer Calling to Reject a Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_42","class":"TODO::Senthil","instance":"Text_Caption_42","title":"If a servicer is calling about a job scheduled for a future date: Ask the servicer WHY they are unable to perform the service Ask the servicer if there are any dates they can perform the job  If the servicer cannot cover the order on ANY date, reassign the order to 9668 Update the job status to “Prescheduled – Rejected” Notate the call in DOLI and include the reason why the servicer rejected the job in your notes ","roles":{"textData":{}}},{"id":"Slide39724","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_52","Text_Caption_42"],"roles":{"slide":{"durationInFrames":867},"navigation":{"navid":"Slide39724"}}},{"id":"Image_53","class":"TODO::Senthil","instance":"Image_53","roles":{"click":{"subtype":"button"},"question":{"interactionId":"39728","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_29","class":"TODO::Senthil","instance":"SubTitle_AutoShape_29","title":"Servicer Accepting Job with a Trip Charge ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_43","class":"TODO::Senthil","instance":"Text_Caption_43","title":"Pull up the job and confirm which dates/times the servicer can cover the job Negotiate the trip charge by counter offering 80% Enter the request into Trip Charge Info  If scheduled same day/next day  See a Group/Pod Lead to request approval If denied, we will need to reschedule the customer  If scheduled for a future date -  Advise the servicer that we will call if the job is assigned to them If the assigned servicer is requesting the charge, update the status to “Prescheduled - Rejected” ","roles":{"textData":{}}},{"id":"Slide39794","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_53","Text_Caption_43"],"roles":{"slide":{"durationInFrames":1800},"navigation":{"navid":"Slide39794"}}},{"id":"Image_55","class":"TODO::Senthil","instance":"Image_55","roles":{"click":{"subtype":"button"},"question":{"interactionId":"39868","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_31","class":"TODO::Senthil","instance":"SubTitle_AutoShape_31","title":"Update the Pickup Location ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_45","class":"TODO::Senthil","instance":"Text_Caption_45","title":"Gather the requested pickup location address and location number Call the client and ask if the pickup location can be changed If the client approved the change Notate the new pickup location in the Additional Instructions Update the pickup location in the Client Link If the client cannot change the pickup location, Confirm whether the servicer can still roll on the job If the servicer cannot not roll, treat the job as rejected and notate the reason the servicer cannot roll Call customers to reschedule for same day/next day orders ","roles":{"textData":{}}},{"id":"Slide39934","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_55","Text_Caption_45"],"roles":{"slide":{"durationInFrames":1566},"navigation":{"navid":"Slide39934"}}},{"id":"Image_39","class":"TODO::Senthil","instance":"Image_39","roles":{"click":{"subtype":"button"},"question":{"interactionId":"37627","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_56","class":"TODO::Senthil","instance":"Process02_BTN_56","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37687","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37698","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37715","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_57","class":"TODO::Senthil","instance":"Process02_BTN_57","title":"Step 02 Who Pays? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37748","class":"TODO::Senthil","title":"Step 02 Who Pays? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37759","class":"TODO::Senthil","title":"Step 02 Who Pays? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37770","class":"TODO::Senthil","title":"Step 02 Who Pays? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_58","class":"TODO::Senthil","instance":"Process02_BTN_58","title":"Step 03 Refuses to Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37803","class":"TODO::Senthil","title":"Step 03 Refuses to Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37814","class":"TODO::Senthil","title":"Step 03 Refuses to Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37825","class":"TODO::Senthil","title":"Step 03 Refuses to Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_59","class":"TODO::Senthil","instance":"Process02_BTN_59","title":"Step 04 Best Buy ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37858","class":"TODO::Senthil","title":"Step 04 Best Buy ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37869","class":"TODO::Senthil","title":"Step 04 Best Buy ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37880","class":"TODO::Senthil","title":"Step 04 Best Buy ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_13","class":"TODO::Senthil","instance":"Title_AutoShape_13","title":"Updating SKUs Before the Appointment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_60","class":"TODO::Senthil","instance":"ProcessContent_60","title":"Most upsell policies are the same whether the upsell request occurs prior the appointment or while the servicer is onsite  There are client specific exceptions, such for Best Buy, for which you should always check WorkFlow ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37965","class":"TODO::Senthil","title":"STEP 01  Confirm with the caller which services are missing from the order  Review the existing Scope of Work to confirm needed services are not included in the purchased services  Use the Master Client SKU list to find the appropriate client SKU   ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37976","class":"TODO::Senthil","title":"STEP 02  Call the client  Explain the situation and ask if the customer paid for the missing service  If the customer has not already paid for the service, ask if the client will cover the missing services  *For some clients, you will contact the customer, rather than the client.  Follow the client specific process in WorkFlow* ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37987","class":"TODO::Senthil","title":"STEP 03  Follow the client-specific upsell process  This means we will call the customer, where permitted, and attempt to sell the missing service  If the customer does not pay for the additional service, advise the customer to speak to the client Update the job per the Site Not Ready process ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si37998","class":"TODO::Senthil","title":"STEP 04  It is a Best Buy requirement that the servicer be onsite for us to request client approval for any services.  If the servicer requests RC add services prior to the appointment: Advise the servicer to call us back from onsite for client approval.   If the servicer is unable to roll on the job with the services sent to us by Best Buy: RC will confirm the scope of work with the customer/client. If the order is correct, advise the servicer that services will not be added and they should roll on the job. If the servicer refuses to roll on the job as is, treat the order like a rejected job. If the order is not correct, refer the customer to Best Buy.  We will not roll on the job until the customer and client have resolved the issue.  Update the order to Waiting Client Action – Problem with Order status until the issue is resolved.  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide38014","class":"Normal Slide","instance":"Process Interaction 02","thumbnail":"","children":["Image_39","Process02_BTN_56","si37687","si37698","si37715","Process02_BTN_57","si37748","si37759","si37770","Process02_BTN_58","si37803","si37814","si37825","Process02_BTN_59","si37858","si37869","si37880","ProcessContent_60","si37965","si37976","si37987","si37998"],"roles":{"slide":{"durationInFrames":696},"navigation":{"navid":"Slide38014"}}},{"id":"Image_54","class":"TODO::Senthil","instance":"Image_54","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_30","class":"TODO::Senthil","instance":"SubTitle_AutoShape_30","title":"Calling to Join the Network ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_44","class":"TODO::Senthil","instance":"Text_Caption_44","title":"Advise the caller to go to nalgroup.com   Advise the caller to click on Join Our Provider Network and then scroll down and click on Join Now  Let them know that our recruiter will call them back once they have reviewed the servicer’s information  If the caller has already appled on the website and would like to talk to a recruiter, gather the caller’s name and contact infomration and send an email to tfr@nalgroup.com ","roles":{"textData":{}}},{"id":"Slide39864","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_54","Text_Caption_44"],"roles":{"slide":{"durationInFrames":1161},"navigation":{"navid":"Slide39864"}}},{"id":"Image_56","class":"TODO::Senthil","instance":"Image_56","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_32","class":"TODO::Senthil","instance":"SubTitle_AutoShape_32","title":"Payment Issues ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_46","class":"TODO::Senthil","instance":"Text_Caption_46","title":"Completed orders with paperwork are paid weekly  Pull up the job(s) in DOLI to see if paperwork was uploaded  Check when the paperwork was uploaded Accounting pays all orders received in full by 11:59pm Sunday on the following Monday   Refer all other questions to Accounting Buffalo ","roles":{"textData":{}}},{"id":"Slide40004","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_56","Text_Caption_46"],"roles":{"slide":{"durationInFrames":1383},"navigation":{"navid":"Slide40004"}}},{"id":"si40119","class":"TODO::Senthil","roles":{}},{"id":"si40035","class":"TODO::Senthil","title":"Knowledge Check #1 ","roles":{"textData":{}}},{"id":"si40042","class":"TODO::Senthil","title":"If a servicer asks to reschedule an order that is currently scheduled for four days from now, what action will you take? ","roles":{"textData":{}}},{"id":"si40057","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si40061","class":"TODO::Senthil","title":"Call the customer to reschedule ","roles":{"textData":{}}},{"id":"si40057_a","class":"TODO::Senthil","roles":{"answer":{"title":"Call the customer to reschedule\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si40068","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si40072","class":"TODO::Senthil","title":"Change the job status to “Prescheduled - Rejected” ","roles":{"textData":{}}},{"id":"si40068_a","class":"TODO::Senthil","roles":{"answer":{"title":"Change the job status to “Prescheduled - Rejected”\r","index":"Not implemented","score":{"weight":10}}}},{"id":"si41389","class":"TODO::Senthil","title":"C) ","roles":{"textData":{}}},{"id":"si41393","class":"TODO::Senthil","title":"Call the Market Manager ","roles":{"textData":{}}},{"id":"si41389_a","class":"TODO::Senthil","roles":{"answer":{"title":"Call the Market Manager\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si40115","class":"TODO::Senthil","roles":{}},{"id":"si40123","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40140","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40153","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40165","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40182","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40195","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40207","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40224","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40237","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40005q0","for":"Slide40005q0"},"textData":{}}},{"id":"si40076","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40005q0"},"textData":{}}},{"id":"si40089","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40005q0"},"textData":{}}},{"id":"si40102","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide40005q0"},"textData":{}}},{"id":"Slide40005","class":"Question Slide","instance":"","thumbnail":"","children":["si40035","si40042","si40061","si40072","si41393","si40123","si40140","si40153","si40165","si40182","si40195","si40207","si40224","si40237","si40102"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide40005"},"question":{"interactionId":"40022","quizId":389,"title":"Knowledge Check #1\r","text":"If a servicer asks to reschedule an order that is currently scheduled for four days from now, what action will you take?\r","ikc":false,"type":"graded","interactionType":"choice","ramdomized":false,"correctAnswers":["B"],"score":{"weight":10,"penalty":0}}}},{"id":"si40851","class":"TODO::Senthil","roles":{}},{"id":"si40767","class":"TODO::Senthil","title":"Knowledge Check #2 ","roles":{"textData":{}}},{"id":"si40774","class":"TODO::Senthil","title":"If a servicer asks for a trip charge on an order scheduled for today, you will reach out to your Group or Pod Lead for approval. ","roles":{"textData":{}}},{"id":"si40789","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si40793","class":"TODO::Senthil","title":"True ","roles":{"textData":{}}},{"id":"si40789_a","class":"TODO::Senthil","roles":{"answer":{"title":"True","index":"Not implemented","score":{"weight":0}}}},{"id":"si40800","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si40804","class":"TODO::Senthil","title":"False ","roles":{"textData":{}}},{"id":"si40800_a","class":"TODO::Senthil","roles":{"answer":{"title":"False","index":"Not implemented","score":{"weight":0}}}},{"id":"si40847","class":"TODO::Senthil","roles":{}},{"id":"si40855","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40872","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40885","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40897","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40914","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40927","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40939","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40956","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40969","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40737q1","for":"Slide40737q1"},"textData":{}}},{"id":"si40808","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40737q1"},"textData":{}}},{"id":"si40821","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40737q1"},"textData":{}}},{"id":"si40834","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide40737q1"},"textData":{}}},{"id":"Slide40737","class":"Question Slide","instance":"","thumbnail":"","children":["si40767","si40774","si40793","si40804","si40855","si40872","si40885","si40897","si40914","si40927","si40939","si40956","si40969","si40834"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide40737"},"question":{"interactionId":"40754","quizId":389,"title":"Knowledge Check #2\r","text":"If a servicer asks for a trip charge on an order scheduled for today, you will reach out to your Group or Pod Lead for approval.\r","ikc":false,"type":"graded","interactionType":"true-false","ramdomized":false,"correctAnswers":["A"],"score":{"weight":10,"penalty":0}}}},{"id":"si40363","class":"TODO::Senthil","roles":{}},{"id":"si40279","class":"TODO::Senthil","title":"Knowledge Check #3 ","roles":{"textData":{}}},{"id":"si40286","class":"TODO::Senthil","title":"When a servicer requests an order be rescheduled for any reason other than customer request, what extra step must you take? ","roles":{"textData":{}}},{"id":"si40301","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si40305","class":"TODO::Senthil","title":"Call the Market Manager ","roles":{"textData":{}}},{"id":"si40301_a","class":"TODO::Senthil","roles":{"answer":{"title":"Call the Market Manager\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si40312","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si40316","class":"TODO::Senthil","title":"Email the customer to confirm the new date ","roles":{"textData":{}}},{"id":"si40312_a","class":"TODO::Senthil","roles":{"answer":{"title":"Email the customer to confirm the new date\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si41404","class":"TODO::Senthil","title":"C) ","roles":{"textData":{}}},{"id":"si41408","class":"TODO::Senthil","title":"Email the Market Manager, Regional Manager, Tim Bohland, and Rob Bishop ","roles":{"textData":{}}},{"id":"si41404_a","class":"TODO::Senthil","roles":{"answer":{"title":"Email the Market Manager, Regional Manager, Tim Bohland, and Rob Bishop\r","index":"Not implemented","score":{"weight":10}}}},{"id":"si40359","class":"TODO::Senthil","roles":{}},{"id":"si40367","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40384","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40397","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40409","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40426","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40439","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40451","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40468","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40481","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40249q2","for":"Slide40249q2"},"textData":{}}},{"id":"si40320","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40249q2"},"textData":{}}},{"id":"si40333","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40249q2"},"textData":{}}},{"id":"si40346","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide40249q2"},"textData":{}}},{"id":"Slide40249","class":"Question Slide","instance":"","thumbnail":"","children":["si40279","si40286","si40305","si40316","si41408","si40367","si40384","si40397","si40409","si40426","si40439","si40451","si40468","si40481","si40346"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide40249"},"question":{"interactionId":"40266","quizId":389,"title":"Knowledge Check #3\r","text":"When a servicer requests an order be rescheduled for any reason other than customer request, what extra step must you take?\r","ikc":false,"type":"graded","interactionType":"choice","ramdomized":false,"correctAnswers":["C"],"score":{"weight":10,"penalty":0}}}},{"id":"si40607","class":"TODO::Senthil","roles":{}},{"id":"si40523","class":"TODO::Senthil","title":"Knowledge Check #4 ","roles":{"textData":{}}},{"id":"si40530","class":"TODO::Senthil","title":"A servicer calls in because the customer purchased two TV’s and only one is on the order.  The order needs to be corrected.  What actions should you take? ","roles":{"textData":{}}},{"id":"si40545","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si40549","class":"TODO::Senthil","title":"Tell the servicer the order cannot be fixed, but you will call the store and have a new, correct order sent over. ","roles":{"textData":{}}},{"id":"si40545_a","class":"TODO::Senthil","roles":{"answer":{"title":"Tell the servicer the order cannot be fixed, but you will call the store and have a new, correct order sent over.\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si40556","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si40560","class":"TODO::Senthil","title":"Call the client ask for permission to add the missing SKU.  If the client will not approve, attempt to sell the missing SKU to the customer. ","roles":{"textData":{}}},{"id":"si40556_a","class":"TODO::Senthil","roles":{"answer":{"title":"Call the client ask for permission to add the missing SKU.  If the client will not approve, attempt to sell the missing SKU to the customer.\r","index":"Not implemented","score":{"weight":10}}}},{"id":"si41419","class":"TODO::Senthil","title":"C) ","roles":{"textData":{}}},{"id":"si41423","class":"TODO::Senthil","title":"Tell the servicer that he should install only the 1st TV and the customer will have to talk to the client to set up the installation for the 2nd TV ","roles":{"textData":{}}},{"id":"si41419_a","class":"TODO::Senthil","roles":{"answer":{"title":"Tell the servicer that he should install only the 1st TV and the customer will have to talk to the client to set up the installation for the 2nd TV\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si40603","class":"TODO::Senthil","roles":{}},{"id":"si40611","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40628","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40641","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40653","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40670","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40683","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40695","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40712","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40725","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40493q3","for":"Slide40493q3"},"textData":{}}},{"id":"si40564","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40493q3"},"textData":{}}},{"id":"si40577","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40493q3"},"textData":{}}},{"id":"si40590","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide40493q3"},"textData":{}}},{"id":"Slide40493","class":"Question Slide","instance":"","thumbnail":"","children":["si40523","si40530","si40549","si40560","si41423","si40611","si40628","si40641","si40653","si40670","si40683","si40695","si40712","si40725","si40590"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide40493"},"question":{"interactionId":"40510","quizId":389,"title":"Knowledge Check #4\r","text":"A servicer calls in because the customer purchased two TV’s and only one is on the order.  The order needs to be corrected.  What actions should you take?\r","ikc":false,"type":"graded","interactionType":"choice","ramdomized":false,"correctAnswers":["B"],"score":{"weight":10,"penalty":0}}}},{"id":"si41095","class":"TODO::Senthil","roles":{}},{"id":"si41011","class":"TODO::Senthil","title":"Knowledge Check #5 ","roles":{"textData":{}}},{"id":"si41018","class":"TODO::Senthil","title":"A servicer calls in about a Best Buy order the day before the appointment.  The customer needs an additional Remote Programming SKU on their order, but is telling the servicers they will not pay because the store promised this was included.  You can call DoD to ask for permission to add the SKU. ","roles":{"textData":{}}},{"id":"si41033","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si41037","class":"TODO::Senthil","title":"True ","roles":{"textData":{}}},{"id":"si41033_a","class":"TODO::Senthil","roles":{"answer":{"title":"True","index":"Not implemented","score":{"weight":0}}}},{"id":"si41044","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si41048","class":"TODO::Senthil","title":"False ","roles":{"textData":{}}},{"id":"si41044_a","class":"TODO::Senthil","roles":{"answer":{"title":"False","index":"Not implemented","score":{"weight":0}}}},{"id":"si41091","class":"TODO::Senthil","roles":{}},{"id":"si41099","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41116","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41129","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41141","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41158","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41171","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41183","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41200","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41213","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide40981q4","for":"Slide40981q4"},"textData":{}}},{"id":"si41052","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40981q4"},"textData":{}}},{"id":"si41065","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide40981q4"},"textData":{}}},{"id":"si41078","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide40981q4"},"textData":{}}},{"id":"Slide40981","class":"Question Slide","instance":"","thumbnail":"","children":["si41011","si41018","si41037","si41048","si41099","si41116","si41129","si41141","si41158","si41171","si41183","si41200","si41213","si41078"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide40981"},"question":{"interactionId":"40998","quizId":389,"title":"Knowledge Check #5\r","text":"A servicer calls in about a Best Buy order the day before the appointment.  The customer needs an additional Remote Programming SKU on their order, but is telling the servicers they will not pay because the store promised this was included.  You can call DoD to ask for permission to add the SKU.\r","ikc":false,"type":"graded","interactionType":"true-false","ramdomized":false,"correctAnswers":["B"],"score":{"weight":10,"penalty":0}}}},{"id":"si41250","class":"TODO::Senthil","roles":{}},{"id":"si41258","class":"TODO::Senthil","roles":{}},{"id":"si41266","class":"TODO::Senthil","roles":{}},{"id":"si41274","class":"TODO::Senthil","roles":{}},{"id":"si41282","class":"TODO::Senthil","roles":{}},{"id":"si41290","class":"TODO::Senthil","roles":{}},{"id":"si41239","class":"TODO::Senthil","title":"Quiz Results ","roles":{"textData":{}}},{"id":"si41246","class":"TODO::Senthil","title":"You Scored: ","roles":{"textData":{}}},{"id":"si41254","class":"TODO::Senthil","title":"Maximum Score: ","roles":{"textData":{}}},{"id":"si41262","class":"TODO::Senthil","title":"Correct Questions: ","roles":{"textData":{}}},{"id":"si41270","class":"TODO::Senthil","title":"Total Questions: ","roles":{"textData":{}}},{"id":"si41278","class":"TODO::Senthil","title":"Accuracy: ","roles":{"textData":{}}},{"id":"si41286","class":"TODO::Senthil","title":"Attempts: ","roles":{"textData":{}}},{"id":"si41294","class":"TODO::Senthil","roles":{}},{"id":"si41298","class":"TODO::Senthil","title":"Continue ","roles":{"click":{"subtype":"continue","question":"","for":""},"textData":{}}},{"id":"si41315","class":"TODO::Senthil","title":"Continue ","roles":{"click":{"subtype":"continue","question":"","for":""},"textData":{}}},{"id":"si41328","class":"TODO::Senthil","title":"Continue ","roles":{"click":{"subtype":"continue","question":"","for":""},"textData":{}}},{"id":"si41340","class":"TODO::Senthil","title":"Review Quiz ","roles":{"click":{"subtype":"review","question":"","for":""},"textData":{}}},{"id":"si41357","class":"TODO::Senthil","title":"Review Quiz ","roles":{"click":{"subtype":"review","question":"","for":""},"textData":{}}},{"id":"si41370","class":"TODO::Senthil","title":"Review Quiz ","roles":{"click":{"subtype":"review","question":"","for":""},"textData":{}}},{"id":"Slide41225","class":"Question Slide","instance":"","thumbnail":"","children":[],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide41225"}}},{"id":"Pool433","class":"pool","roles":{"pool":{"id":433,"name":"Pool1","questions":[]}}},{"id":"ServicerRequestBeforeAppointmet","class":"project","title":"ServicerRequestBeforeAppointmet","children":["Slide5444","Slide38595","Slide39654","Slide39444","Slide39514","Slide39584","Slide39724","Slide39794","Slide39934","Slide38014","Slide39864","Slide40004","Slide40005","Slide40737","Slide40249","Slide40493","Slide40981","Slide41225"],"roles":{"quiz":{"id":389,"branched":false,"submitAll":false,"review":true,"questions":["Slide40005q0","Slide40737q1","Slide40249q2","Slide40493q3","Slide40981q4"],"minScore":0,"maxScore":50,"passScore":40}}}],"contentSettings":{"global":{"branchAware":false},"toc":{"enabled":false},"playbar":{"enabled":true,"cc":false,"playPause":true,"back":true,"forward":true,"rewind":true,"close":true,"mute":true,"progressBar":true}},"contentReporting":{"CCCriteria":"quiz","CCData":{"quizData":"quiz_passed"},"SCCriteria":"quiz","SCData":{"quizData":"quiz_passed"},"exitNormalIfCompleted":false},"toc":[{"id":"Slide5444","title":"Slide 1"},{"id":"Slide38595","title":"Slide 2"},{"id":"Slide39654","title":"Slide 3"},{"id":"Slide39444","title":"Slide 4"},{"id":"Slide39514","title":"Slide 5"},{"id":"Slide39584","title":"Slide 6"},{"id":"Slide39724","title":"Slide 7"},{"id":"Slide39794","title":"Slide 8"},{"id":"Slide39934","title":"Slide 9"},{"id":"Slide38014","title":"Process Interaction 02"},{"id":"Slide39864","title":"Slide 11"},{"id":"Slide40004","title":"Slide 12"},{"id":"Slide40005","title":"Slide 13"},{"id":"Slide40737","title":"Slide 14"},{"id":"Slide40249","title":"Slide 15"},{"id":"Slide40493","title":"Slide 16"},{"id":"Slide40981","title":"Slide 17"},{"id":"Slide41225","title":"Slide 18"}]}