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WorksheetsNOVA CRS
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
To sign in to NOVA for first time user open by going to :
a)
Start > Programs > RAD > Rad Launcher > Nova CRS.
b)
Start > Programs > RAD > Rad Launcher > ADA DATABASE.
c)
Start > Programs > RAD > Rad Launcher > ADA DATABASE.
d)
Start > Programs > RAD > > EID > Rad Launcher > NOVA DATABASE.
2.
Two ways to get a case
a)
Inbox and Outbox
b)
Inbox and Work Queue
c)
Email and IM
d)
Account Number and Case Number
3.
To review the imaged correspondence for an account/ application number use:
a)
Whirl
b)
Toolbars
c)
Panagon
d)
All of the above
4.
The ------- populate automatically if the account number is correct.
a)
Account number
b)
Account type
c)
ORG LOGO
d)
Transfer Queue
5.
If an account number is not located, select :
a)
Account Located from the Action drop-down list.
b)
Transfer Account from the Action drop-down list.
c)
No Action required from the Action drop-down list.
d)
Unable to Locate from the Action drop-down list.
6.
True or False: In the case you want to transfer, select Transfer from the Action drop-down menu and the appropriate reason from the Transfer Reason drop-down menu.
a)
TRUE
b)
FALSE
7.
Use this resolve reason if the customer inquiry has been previously resolved
a)
Select No Action Required from the Resolution Reason drop-down list.
b)
Select Transfer from the Action drop-down list
c)
Click Save.
d)
Select Unable to Locate from the Action drop-down list.
8.
True or False: If a generic account number was assigned to the case, search for a valid account number
a)
TRUE
b)
FALSE
9.
True or False: An agent can pend a work item past the service level agreement (SLA) date
a)
TRUE
b)
FALSE
10.
To resolve a work item, do the following
a)
Click Work Queue Task; then click Reserve Item
b)
Log in to RAD Launcher , Select Nova CRS, and click Launch
c)
Select Pend from the Action drop-down list and the appropriate reason from the Pend Reason drop-down list then Click Save
d)
Select Resolved from the Action drop-down list and the appropriate reason from the Resolution Reason drop-down list then Click Save
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