complete the case: Practice
When we begin, we are going to assume we have already said our standard greeting.
Start
"My mediciation is about to run out and I can't read the number on the bottle to call for a refill."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"I would love to be able to assist you today. May I ask who I am speaking to?"
"No problem! Would you mind being placed on a two minute hold while I look up this information for you?"
CORRECT!
Before we begin using our resources to provide a solution, we must first gather their information. Which choices best describes the information we should be TRYING to collect from each Veteran?
- First name, last name, DOB, SSN, email, and phone number
2. First name, last name, and DOB
REMINDER
3. First name, and last name. No other fields are required to be collected.
continue
"My name is Joel Buckley and I was born April 5, 1986. I do not want to give you my full social security number."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Thank you for providing that information. Your social security number is not required. I'll get started on finding an answer to your question."
"I understand your hesistation to provide your full social security number. Would you mind sharing your last four? We ask this information to access your records."
CORRECT!
If a Veteran does not want to provide their full social security, our next goal is to see if they are willing to provide us with the last four of their social. Keep in mind, we do not want to demand this information from the Veteran or explain we can't assist them if they don't. However, we do want to TRY so we can make sure that we are accessing the records and information of the correct Veteran we are speaking to on the phone. If they provide us with the last four of their SSN, which of the following is also needed to complete the verificaiton process?
- There is no further information required to complete the verificaiton process.
2. Address and/or zip code.
REMINDER
3. Their mother's maiden name.
continue
"Thank you so much, Mr. Buckley for providing that information to us. I just want to confirm that I understood your request."
You, the agent
continue
What Should You Say Next?
Choose the appropriate response
"The phone number on your medication has faded off and you're looking at trying to refill your prescription."
"You don't know how to refill your prescription and you're calling me to ask for help."
CORRECT!
Nice job recalling the purpose of Joel Buckley's call. Even though he didn't specify he wanted to refill his prescription, you used your active listening skills to determine that he needed to because he stated that he can't read the phone number on the bottle. Additionally, this response was a great way to paraphrase back to the Veteran that you HEARD their request and wanted to make sure you understood what he was telling you. Since your role as an agent is to first LISTEN to the Veteran, there may be a long gap between the Veteran explaining the purpose of the call and you beginning to provide a solution, it is best practice to make sure we are writing notes as soon as the call begins to be able to clarify the request later. Which of the following best describes the next step you should take?
- Use VA.Gov and/or KMs to look for an answer to the solution.
2. Ask Joel Buckley which facility he visits.
3. Transfer Joel Buckley to the HEC.
continue
"Yes, I need to refill this medicine. I only have about two weeks left."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Not a problem, Mr. Buckley. I can definitely assist you with refilling your prescription. Is your medication prescribed by your VA provider?"
"I understand your concern and need to refill your prescription. These are the possible ways you can refill your prescription."
CORRECT!
A great probing question is to always confirm if the Veteran is receiving VA health care. In this case, you're not only confirming if he receives VA healthcare but that the mediciation is prescribed by a VA provider. Often, but not always, knowing if a Veteran is enrolled in VA Healthcare earlier in the conversation helps you have to go back to the Veteran and ask this question after you've already started researching for the solution. Many times answers will vary based on whether the Veteran is enrolled in VA Healthcare. Which of the following best describes the next step in the call flow?
- Do not place the Veteran on hold but quickly search for the solution, resulting in "dead air" and silence.
2. Ask the caller "Would you mind being placed on a two-minute hold while I gather this information for you?
continue
REMINDER
"Yeah, thats fine."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Alright Mr. Buckley, I found out some information for you on how you can refill your prescription. When you are ready, here is the phone number."
"Thank you so much for holding, Mr. Buckley. You have several options to refill your prescription. You can refill your prescription online, by mail, or over the phone. Which of these choices best suits your needs?"
CORRECT!
We already know that Mr. Buckley had planned on calling in for his prescription, but we can't assume that is his preferred method. He might not be familiar with the other choices. By asking him his preferred method, you're showing to the Veteran that you are there as someone who wants to help him and make sure that his question/concern is being fully addressed.
continue
"I can refill my prescription online? Yes! Let's do that."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Online is a great choice! All you will need to do is just sign into VA.Gov and follow the directions to complete your refill."
"Yes, online is one of the many features VA.Gov has to offer you as a Veteran. In order to be able to refill prescriptions online, you will need to sign in through your My HealtheVet account."
CORRECT!
We have to emphasize that the online refill prescription is available to those who have a MyHealtheVet sign on. In this case, based on Joel Buckley's response, we can't assume that he has signed on or is familiar with how to log into VA.Gov through My HealtheVet. Since this is the method that Joel has decided is his preferred method, as agents it is important to make sure the Veteran is continued to be assisted through this process rather than feeling like he is on his own to figure it out. Which of the following is the best probing question to ask in this situation?
1. Is there anything else I can help you with today?
2. Do you have a MyHealtheVet account?
REMINDER
continue
"Yeah, I have one of those through VA Healthcare. I think I actually signed in on VA.Gov through this account before now that I think about it."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Great! After you sign-in with your My HealtheVet account, look for Prescriptions and it will guide you on how to refill your prescription online. "
"Okay, that's good. Just sign-in using the My HealtheVet option and you should be good to go."
CORRECT!
Reminding the Veteran what to look for gives that extra help the Veteran may need and is just a courtesy. In this case, Joel Buckley inferred that he hasn't logged into his account in quite some time and may not know where to go once he is signed in. Which of the following best describes how to complete this call?
1. Ask if there is anything else you can help with, thank him for his service.
2. Thank him for his service and dissconnect the call.
3. Ask if there is anything else you can do, thank him for his service, and ask if doesn't mind waiting for two minutes to update his records.
REMINDER
continue
YES!
Completing the case in Salesforce is something that needs to be done before you disconnect the call. After completing the case in Salesforce, return to the call. "Thank you so much for holding, Mr. Buckley. If you would like, I can provide you a case number for this call. (Wait for response). Thank you for your service and have a great day.
Continue to salesforce review
Which of the following best shows the case information?
Option 2
Option 1
Option 2
Option 3
CORRECT
Which of the following images best represents what you would have in the "Case Notes" and "Subject" sections on Salesforce?
Option 1
Option 2
View +
View +
Nice job!
Whoo Hoo! You're finished! Go celebrate your success as you completed this practice call-flow and Salesforce case
Call Flow Scenario
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Transcript
complete the case: Practice
When we begin, we are going to assume we have already said our standard greeting.
Start
"My mediciation is about to run out and I can't read the number on the bottle to call for a refill."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"I would love to be able to assist you today. May I ask who I am speaking to?"
"No problem! Would you mind being placed on a two minute hold while I look up this information for you?"
CORRECT!
Before we begin using our resources to provide a solution, we must first gather their information. Which choices best describes the information we should be TRYING to collect from each Veteran?
2. First name, last name, and DOB
REMINDER
3. First name, and last name. No other fields are required to be collected.
continue
"My name is Joel Buckley and I was born April 5, 1986. I do not want to give you my full social security number."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Thank you for providing that information. Your social security number is not required. I'll get started on finding an answer to your question."
"I understand your hesistation to provide your full social security number. Would you mind sharing your last four? We ask this information to access your records."
CORRECT!
If a Veteran does not want to provide their full social security, our next goal is to see if they are willing to provide us with the last four of their social. Keep in mind, we do not want to demand this information from the Veteran or explain we can't assist them if they don't. However, we do want to TRY so we can make sure that we are accessing the records and information of the correct Veteran we are speaking to on the phone. If they provide us with the last four of their SSN, which of the following is also needed to complete the verificaiton process?
2. Address and/or zip code.
REMINDER
3. Their mother's maiden name.
continue
"Thank you so much, Mr. Buckley for providing that information to us. I just want to confirm that I understood your request."
You, the agent
continue
What Should You Say Next?
Choose the appropriate response
"The phone number on your medication has faded off and you're looking at trying to refill your prescription."
"You don't know how to refill your prescription and you're calling me to ask for help."
CORRECT!
Nice job recalling the purpose of Joel Buckley's call. Even though he didn't specify he wanted to refill his prescription, you used your active listening skills to determine that he needed to because he stated that he can't read the phone number on the bottle. Additionally, this response was a great way to paraphrase back to the Veteran that you HEARD their request and wanted to make sure you understood what he was telling you. Since your role as an agent is to first LISTEN to the Veteran, there may be a long gap between the Veteran explaining the purpose of the call and you beginning to provide a solution, it is best practice to make sure we are writing notes as soon as the call begins to be able to clarify the request later. Which of the following best describes the next step you should take?
2. Ask Joel Buckley which facility he visits.
3. Transfer Joel Buckley to the HEC.
continue
"Yes, I need to refill this medicine. I only have about two weeks left."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Not a problem, Mr. Buckley. I can definitely assist you with refilling your prescription. Is your medication prescribed by your VA provider?"
"I understand your concern and need to refill your prescription. These are the possible ways you can refill your prescription."
CORRECT!
A great probing question is to always confirm if the Veteran is receiving VA health care. In this case, you're not only confirming if he receives VA healthcare but that the mediciation is prescribed by a VA provider. Often, but not always, knowing if a Veteran is enrolled in VA Healthcare earlier in the conversation helps you have to go back to the Veteran and ask this question after you've already started researching for the solution. Many times answers will vary based on whether the Veteran is enrolled in VA Healthcare. Which of the following best describes the next step in the call flow?
2. Ask the caller "Would you mind being placed on a two-minute hold while I gather this information for you?
continue
REMINDER
"Yeah, thats fine."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Alright Mr. Buckley, I found out some information for you on how you can refill your prescription. When you are ready, here is the phone number."
"Thank you so much for holding, Mr. Buckley. You have several options to refill your prescription. You can refill your prescription online, by mail, or over the phone. Which of these choices best suits your needs?"
CORRECT!
We already know that Mr. Buckley had planned on calling in for his prescription, but we can't assume that is his preferred method. He might not be familiar with the other choices. By asking him his preferred method, you're showing to the Veteran that you are there as someone who wants to help him and make sure that his question/concern is being fully addressed.
continue
"I can refill my prescription online? Yes! Let's do that."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Online is a great choice! All you will need to do is just sign into VA.Gov and follow the directions to complete your refill."
"Yes, online is one of the many features VA.Gov has to offer you as a Veteran. In order to be able to refill prescriptions online, you will need to sign in through your My HealtheVet account."
CORRECT!
We have to emphasize that the online refill prescription is available to those who have a MyHealtheVet sign on. In this case, based on Joel Buckley's response, we can't assume that he has signed on or is familiar with how to log into VA.Gov through My HealtheVet. Since this is the method that Joel has decided is his preferred method, as agents it is important to make sure the Veteran is continued to be assisted through this process rather than feeling like he is on his own to figure it out. Which of the following is the best probing question to ask in this situation?
1. Is there anything else I can help you with today?
2. Do you have a MyHealtheVet account?
REMINDER
continue
"Yeah, I have one of those through VA Healthcare. I think I actually signed in on VA.Gov through this account before now that I think about it."
Veteran Joel
continue
What Should You Say Next?
Choose the appropriate response
"Great! After you sign-in with your My HealtheVet account, look for Prescriptions and it will guide you on how to refill your prescription online. "
"Okay, that's good. Just sign-in using the My HealtheVet option and you should be good to go."
CORRECT!
Reminding the Veteran what to look for gives that extra help the Veteran may need and is just a courtesy. In this case, Joel Buckley inferred that he hasn't logged into his account in quite some time and may not know where to go once he is signed in. Which of the following best describes how to complete this call?
1. Ask if there is anything else you can help with, thank him for his service.
2. Thank him for his service and dissconnect the call.
3. Ask if there is anything else you can do, thank him for his service, and ask if doesn't mind waiting for two minutes to update his records.
REMINDER
continue
YES!
Completing the case in Salesforce is something that needs to be done before you disconnect the call. After completing the case in Salesforce, return to the call. "Thank you so much for holding, Mr. Buckley. If you would like, I can provide you a case number for this call. (Wait for response). Thank you for your service and have a great day.
Continue to salesforce review
Which of the following best shows the case information?
Option 2
Option 1
Option 2
Option 3
CORRECT
Which of the following images best represents what you would have in the "Case Notes" and "Subject" sections on Salesforce?
Option 1
Option 2
View +
View +
Nice job!
Whoo Hoo! You're finished! Go celebrate your success as you completed this practice call-flow and Salesforce case