Customer Response Survey - Training Needs 2011 Q3

Please choose all of the scenarios in which you feel training is needed for your Agents. In addition, please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where the training is needed.
Name: 


A red asterisk (*) indicates required questions.

  1. Which of the following elements of Odyssey is training needed?*
    Locating Accounts
    Locating Searches
    Understanding Notes on Accounts or Searches
    Understanding Reports
    None of the Above


  1. Which of the following elements of ScreenApp is training needed?*
    Locating Accounts
    Locating Usernames / Passwords
    Assisting Clients Submitting Requests
    Assisting Clients Accessing Results
    None of the Above


  1. Which of the following elements of Fax Input is training needed?*
    Locating Incomplete Faxes
    Updating Incomplete Fax Orders
    Locating Faxed Releases
    Locating Previously Entered Faxed Requests
    None of the Above


  1. Which of the following elements of Invoice Print is training needed?*
    Locating Invoices
    Locating Credit Memos
    Saving Invoices
    Printing Invoices
    None of the Above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional training pertaining to the Odyssey platform or Background Screening is needed.*


  1. Which of the following elements of CHIEF is training needed?*
    Locating Cases
    Reading Notes Within Tasks
    Updating Notes Within Tasks
    Locating Releases in EDM
    None of the Above


  1. Which of the following elements of CIT is training needed?*
    Locating Accounts
    Understanding Scope of Work
    Locating Usernames / Passwords
    Locating Invoices
    None of the Above


  1. Which of the following elements of ScreenDirect is training needed?*
    Assisting Clients Submitting Requests
    Assisting Clients Accessing Results
    Troubleshooting System Issues
    Assisting Clients with the OCC Health Icon
    None of the Above


  1. Which of the following elements of ApplyDirect is training needed?*
    Locating Applicant Information
    Assisting Applicants Completing the Process Form
    Assisting Applicants Completing the Consent Form
    Unlocking Applicants
    None of the Above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional training pertaining to the Advantage Direct platform or Background Screening is needed.*


  1. Which of the following elements of CService is training needed?*
    Locating Barcode Receipts
    Locating Badge Status
    Locating Service Centers
    Confirming Fingerprints Have Been Submitted
    None of the Above


  1. Which of the following elements of the Online Support Tool – support.sofn.net is training needed?*
    Assisting Applicants with “No Record Found” Message
    Assisting Applicants Locating their Badge Status
    Assisting Applicants Requesting their Clearance Letter
    Assisting Applicants Requesting a Replacement / Renewal Badge
    None of the Above


  1. Which of the following elements of SafeSupport is training needed?*
    Locating Barcode Receipts
    Locating Badge Status
    Confirming Fingerprints Have Been Submitted
    Understanding Integration Messages
    None of the Above


  1. Which of the following elements of SupportSuite is training needed?*
    Locating Tickets by Keyword
    Locating Tickets by Ticket Number
    Understanding Fingerprint Card Requests
    Accessing Fedex.com for Fingerprint Card Shipment Status
    None of the Above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional training pertaining to the ABG platform or Fingerprinting is needed.*


  1. Which of the following elements of I-9 Verification is training needed?*
    Credentials Acceptable to Complete I-9 Verifications (Passport, Driver's License, etc)
    ScreenDirect I-9 Process
    DHS Verification Process
    Tentative Non-Confirmation Process
    None of the Above


  1. Which of the following elements of I-9 Customer Support and EEV Admin is training needed?*
    Locating I-9 Cases in EEV Admin
    Resubmitting I-9 Verifcations in EEV Admin
    Resetting I-9 Verifcations in EEV Admin
    Resetting SafeI9 User Passwords in SafeSupport
    None of the above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional training pertaining to the SafeI9 platform or I-9 Verification is needed.*


  1. Which of the following elements of VMROS is training needed?*
    Account Modifications (Reporting Methods, Adding New Contacts, etc)
    Locating Result Reporting Methods
    Locating Pricing Information
    Result Corrections
    None of the Above


  1. Which of the following elements of myfadv.com is training needed?*
    Assisting Clients Retrieving Results
    Assisting Clients Understanding Results
    Assisting Clients Ordering Supplies
    Assisting Clients Exporting Reports to Excel
    None of the Above


  1. Which of the following elements of Aristotle is training needed?*
    Accessing Aristotle
    Locating Usernames / Passwords for myfadv.com users
    Understanding User Profiles and Permissions
    Confirming if a User Accesses myfadv.com via ScreenDirect or ScreenApp OCC Health link
    None of the Above


  1. Which of the following elements of ordering Drug Screening supplies is training needed?*
    Ordering Chain of Custody Forms
    Ordering POCT Supplies
    Understanding POCT Device Options (QED vs Intercept, etc)
    Ordering Employee Handbooks
    None of the Above


  1. Which of the following elements of Random Program Management is training needed?*
    Client Requests to Update Employee Roster
    Client Did Not Receive Random Selections
    Client Requests Documentation Confirming Participation in Random Drug Testing Program
    Client Requests to Enroll in Random Drug Testing Program
    None of the Above


  1. Which of the following elements of TMS is training needed?*
    Creating a TMS Ticket
    Assigning a TMS Ticket
    When to submit a TMS Ticket
    Searching for Existing Tickets
    None of the Above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional training pertaining to the VMROS platform or Drug Screening is needed.*


  1. Which of the following elements of Salesforce is training needed?*
    Entering Platform / Category / Call Types
    Sending Emails from Salesforce
    Creating Child / Related Cases
    Communicating with Other Teams (IT / BSG Criminal / BSG Verifications, etc)
    None of the Above


  1. Please provide specific examples, scenarios, and/or Salesforce Case Numbers pertaining to the examples where any additional Customer Service training is needed.*