Review for Final Assessment

Stu contacted because she received an error that her access code got expired. Upon checking you've found out that the code is a batch access code and is expired for less than 30 days. What should you do next?

• Extend it for 1 year.

• Check if the users have the same domain.

• Escalate case to Tier 2.

Michael tried to upgrade his temporary access, but the upgrade option is not available. What would be the best resolution for his problem?

• Let him try it again after an hour.

• Advance the case to tier 2.

• SSO the account and if issue is replicated, advance the case to tier 2 and attach a screenshot.

Upon checking CS Tool, you have found out that the access code has been redeemed by a different user. How should you inform customer about who redeemed the code and present the resolution at the same time?

• Upon checking my tool, the access code has already been redeemed by a different user. Please coordinate with your (point of purchase) and try to request for a replacement or refund.

• Upon checking my tool, the access code has already been redeemed by a different user. Please coordinate with your (point of purchase) so they can provide you a refund.

• Upon checking my tool, the access code has already been redeemed by Nicole Smith. Please coordinate with your (point of purchase) so they can provide you a refund.

Student purchased an access code and tried to register for his course. Upon registering the code, he received an error that says, "Your access code has been redeemed". What does it mean?

• The access code is expired.

• The access code and course material did not match.

• The access code has already been registered/used.

Stu got an error message that the access code has been expired. Upon checking the access code has not been cashed in yet and expiration date was not set to January 5, 2005. You've tried to replicate it and got the same error. What should be the next course of action?

• Replace the access code.

• Unexpire the access code.

• Advance case to tier 2 and attach a screenshot.

While waiting for school’s financial aid, student registered to her course using a temporary access. How long is the temporary access good for and can it be extended or modified?

• Temporary access is good for 14 days and it can be extended for a day.

• Temporary access is good for 14 days and it cannot be extended even for a day.

• Temporary access is good for 15 days.

The tool that where we manage access code information when assisting our customers.

• SMS Tool

• OneCRM

• Blue Pages

• Admin Pages

True or False. Access codes can also be purchased online at many third-party retailers such as Amazon, Ebay or Chegg.

• True

• False

Which among the statement is true?

• Temporary access can be extended for one day.

• We should use the term LMS when asking what 3pl platform customer is using to access course.

• Once census period is over, student can still choose to opt out from inclusive access.

• The point of escalation for Tier 1 is Tier 2.

__________provides detailed technical information about the integration in use, a user's Pearson account, course, browser, and learning management system that will assist with troubleshooting 3PL LMS Integration course access issues.

• Course ID

• Diagnostics

• Access Code

• LMS