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Day 7 CRM Case Guide Jenga
Jesse Jenner
Created on March 21, 2025
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Transcript
Use your CRM Case Guide section in your NexCell Notes as a resource!
CRM Case Guide quiz
start
Fulfillment Case
MOU Verbal Agreement Case
Supervisor Callback Case
question 1/10
Which case will you always resolve and close? Meaning that no further action is needed on the case.
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
NY CDPAP Escalation Management
NY CDPAP Registration
question 2/10
What Queue would you assign a Supervisor Callback Case to?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
NY CDPAP Inquiry
Customer Facing Technical Issue
NY CDPAP Supervisor
Povider Specific Paperwork
Question 3/10
What Category would you use for a fulfillment case for English paperwork?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Save and Close
Resolve and Close
Cancel Case
question 4/10
How do you finish completing a Supervisor callback Case?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
MOU Verbal Agreement
System Issues Case
Fulfillment Case
question 5/10
Which case utilizes this template? Name: Best Number: Description of Issue: Expected Results: Steps Taken:
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Cancelled
Resolved
Active
question 6/10
What will the status of a MOU Verbal Agreement Case be when you have completed it correctly?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Active
Cancelled
Resolved
question 7/10
What will the status of a Fulfillment case be when you have completed it correctly?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Yes
No
question 8/10
You notice this case in the Consumer's Recent Cases tile in CRM. Was this case completed correctly?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
System Issues Case
Fulfillment Case
MOU Verbal AgreementCase
question 9/10
Which case requires caller system troubleshooting before creating it?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Cancel Case
Resolve and Close
Save and Close
question 10/10
How do you finish completing a MOU Verbal Agreement Case?
YOURTURN
OPPONENT’STURN
next
WELL DONE!
YOURTURN
Put the following code in Adobe Chat: CRM Case Ninja
OPPONENT’STURN
YOU WIN!
yourturn
try again
YOU LOOSE!
Oh no!
KEEP IT UP!
Write an awesome title here
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