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Vax to Steady State Refresher Flashcards | StudBud
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Vax to Steady State Refresher
Vax to Steady State Refresher
15 terms
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StudBud Administration
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Flashcards
15 cards
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Practice quiz
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Questions
15
Answers
1
What is your search protocol?
A-Z list, PR search, CDC.gov website
PR search, CDC.gov website, A-Z list
CDC.gov website. A-Z, PR search
None of the Above
2
Generalists can handle inquiry types from medical professionals
False
True
3
Usage of wildcards are required
False
True
4
How many time are you allowed to place a caller on hold?
None of the above
2
1
3
5
What should you do if you can't find a response for the inquirers question or If you have exhausted all hold periods?
You would end the call by using your standard closing
None of the Above
You would ask the caller if you can place them on another hold
You would offer to escalate to the CDC program the topic belongs to
6
Escalation No Response Required is for suggestions, feedback, cures, or complaints that callers provide to CDC
True
False
7
What does the "Red Text" mean in a PR?
This is information about escalating calls
This is information you should read to the caller
This is agent instructions
None of the above
8
What is the wildcard for searching the A-Z list?
" "
#
%
*
9
The A-Z list is where you go to find a prepared response
True
False
10
What is a prepared response?
A topic
A website
A CDC resource script
None of the above
11
What does the "Black Text" represent in a Prepared Response?
Agent Instructions
Information you should provide to the inquirer/emailer
Instructions on how to escalate after a call
None of the above
12
Why should we ask clarifying questions/probe?
None of the above
Probing questions should not be asked
To get instructions on how to complete an escalation
To get to the root of the caller's concern
13
What is the wildcard used for seaching your PRs?
#
*
%
" "
14
Providing an excellent customer service experience is not required
False
True
15
What is a Log Call PR?
Agent Instructions
A PR used to track some topics for trending and content creation
A PR that goes on every call you receive
None of the above
