Salesforce Case Type "Other"

SalesForce "Other" Activity

Start

Other is a selection in the Case Type category of Salesforce. To better understand this category, this activity will guide you through 10 scenarios. Please pull up Salesforce Sandbox to help you with the list of drop down options.

Next

CASE CATEGORY: Directory Assistance CASE TYPE: Other For Tier 1 and Service Recovery cases, "Other" is an option

Next

CASE CATEGORY: General Information CASE TYPE: Other Both Tier 1 and Service Recovery

Next

In the following scenarios, please choose the drop down option listed in one of the three choices provided, that best fits the scenario

Next

1/10

Veteran applied for a Veterans ID Card and would like an update. Agent provided the VIC email and advised him to email them for an update. What Case Type would be selected?

Other

Mission Act

Non-VA Issue

right answer

Other is correct. There is no other category to appropriately identify a call regarding a VIC card.

2/10

Veteran called about filing a disability claim and where to send it, once the application is completed. Agent provided Veteran with information on KM 2705 - Disability Compensation. What Case Type would be selected?

Compensation Services VBA

Other

Non-VA Issue

right answer

Correct answer. This is a call concerning the filing of a disability claim.

3/10

Veteran needed to speak with Community Care regarding questions about services. Agent provided the phone number and transferred the Veteran. What Case Type would be selected?

Health Eligibility and Enrollment Center

MISSION Act

Other

right answer

Very Good. Community Care is a part of the MISSION Act.

4/10

Veteran would like to sign up for dental care. Agent provided the phone number for the dental department at his local VA and the phone number for Health Eligibility and Enrollment Center. What Case Type would be selected?

Health Eligibility & Enrollment VHA

Other

My HealtheVet Helpdesk

right answer

Nice choice. The Health Eligibility and Enrollment Center will assist the Veteran.

5/10

Veteran needs testing completed. He had questions about now paying a co-pay and would like to know if he can charge it through Medicare. Agent transferred the Veteran to the billing department. What Case Type would be selected?

Health Eligibility and Enrollment VHA

Other

Veteran Co-pay Billing

right answer

Good choice. Although the Veteran talked about a procedure to be done and possibly using Medicare, his primary concern and reason for the call was paying a co-pay.

6/10

Veteran asked about applying for VA health care. Veteran was recently rated for disability. What Case Type would be selected?

Health Eligibility and Enrollment VHA

My HealtheVet

Other

right answer

Nice. Any calls referencing a health care application would be a Health Eligibility and Enrollment - VHA drop down selection.

7/10

Provider called for home health care billing instructions. Agent transferred the provider to HRC. What Case Type would be selected?

Caregiver Support Line VHA

Health Eligibility and Enrollment - VHA

Other

right answer

Nice choice. Other is selected as a Provider called, not a care giver, and they were not asking about eligibility or enrollment (HEC). This call was transferred to the Health Resource Center (HRC).

8/10

Proxy called asking about ordering a burial flag for her husband (Veteran) who passed away last week. Agent asked her if his DD-214 was faxed in and she replied that it was. Checked KM 2842 and told her the form she would need to complete. What Case Type would be selected?

Memorial Services - NCA

Other

Non- VA Issue

right answer

Great selection. Memorial Services - NCA would be the selection.

9/10

Daughter called in about getting a pre-authorization number for the patient (Veteran) as he is having a procedure done tomorrow at her provider's office. Agent provided her the number for the C4 for more information and help. What Case Type would be selected?

Health Eligibility and Enrollment - VHA

Other

MISSION Act

right answer

Very good. Pre-authorization comes from the VA. The Community Care Call Center can answer all calls regarding community care, which is part of the MISSION Act.

10/10

Veteran called in saying that he needed to get his prescriptions refilled so directed him to contact his pharmacy or login to myHealtheVet to refill his prescriptions. Agent looked up the facility where he fills his prescriptions and provided the pharmacy number. What Case Type would be selected?

Medical Facility - VHA

Other

MISSION Act

right answer

Excellent. A caller that inquires about prescription refills at a specific pharmacy will always have a case created with Medical Facility VHA as the Case Type.

congrats

Exit

Take again, click here

wrong

Try again