Advisor Desktop Review

Advisor Desktop should automatically populate once a call comes in.

• True

• False

If AdvD does not automatically launch, what should you do to manually launch AdvD?

• Locate the school in Service Desk. Then click the headphones icon.

• Ask the user which school they are with. Then click the headphones icon in Service Desk

• Let your supervisor know so they can tell you what to do next.

• Ask in Teams which school is calling.

You must provide the school scripted greeting.

• True. However, if you do not get the screen pop in time, you can provide the default greeting.

• False. As long as you say, "hello and thank you for calling," this is acceptable.

What information goes in the Case details section of the Greeting tab?

• Internal information that another advisor may find helpful.

• The solution to the callers issue.

• The callers issue written in 1st person.

• The escalation template.

When using the Caller Search engine on the Caller tab, it is acceptable to search for a user using their name, email, and student ID at the same time.

• True. This will enhance your search results.

• False. This will limit your search results.

You have exhausted all search methods and are still unable to locate the caller's profile. Of the options listed, which one you would attempt to use first?

• Default Profile

• New Profile

When creating a new profile, the caller doesn't know their username. You are also unable to locate it. This is a required piece of information to create the new profile. What is your next step?

• Skip that field.

• Use the Default Profile button, or search for first name Default; Last name User.

• Type in anything. You just need to ensure the profile is created.

• Use the term, "No Username," in that field.

When using the Default Profile, what 3 pieces of information are you required to enter into the internal comments section of the case tab?

( select all that apply)

• First and Last Name

• Name of course

• Email Address

• Phone Number