BP Training Quiz

By calling or emailing CST

Via the AccessEAP App

Registering in the Employee area

Using the browser version of the booking portal

In the customer page in ACE

The customer should know

I need to ask BTS

In the Contract Terms page of the client's case

True

False

Yes

Yes, but they need to logout and then login again

No

Only if the counsellor is active in BP

Check with the client the website address

Ask for screenshots

The client knows this before contacting us

Ask BTS

6 months

12 months

For as long as the contract is active

They never expire

Ask the counsellor to look for a previous confirmation email with the same name and appointment's date and time

Look into the delete logs to see if an appointment with the same information is listed there

Tell the counsellor to use their professional portal as the single source of truth

Immediately escalate to BTS

1. 1. Video

2. 2. Face to Face

1. 1. Face to Face

2. 2. Telephone

1. 1. Face to Face

2. 2. Chat

1. 1. Chat

2. 2. Video

Cancel the appointment and let the client know it will still show up in their portal

Tell the client the appointment can't be cancelled

Make a note in the client's case about the cancelation, including it was BP appointment

Let the client know they can cancel directly on the portal

Ask the counsellor to cancel the appointment

Nothing, I just forward the client or the counsellor's email

Client, counsellor and/or appointment details

What actions I have taken so far

Screenshots of the issue

Screenshots of the client's Case ID or counsellor's diary