SDC Oct Process Knowledge Test
Quiz by Joel Dsilva
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includes Teacher and Student dashboards
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- Q1
If a customer would like to cancel their treatment and the Aligners HAVE NOT SHIPPED, why do we have to confirm that Fast Track has been cancelled?
If the Fast Track is not cancelled, it will automatically book a scan or place an order for Impression Kit.
To avoid any contact with the customer
If the Fast Track is not cancelled, it will run again automatically instead of us working with the Customer on moving forward with treatment.
To ensure good customer service
30s - Q2
Below are the ways on how our customer scan Fast track their account, except for:
By filling the information online.
Be contacted by the aligner sales team via phone and agreeing verbally to charge their card
By filling out the fast track form in their Impression Kit box.
Signing digitally in the SmileShop at their appointment
30s - Q3
Emily gets started with us via scan. She’s done with her treatment, but she’s not yet satisfied with the result. TM Ken approved her for additional aligners. What should be his next step?
Place order for Touch-up IK.
TM Ken should ask approval from his TC to process a free retainer since Emily is not satisfied with the result of her treatment
Review the MCT&T booking tool.
Provide a walk-through in a booking a scan online
30s - Q4
If the customer’s closest SmileShop for touch-up scan has closed, what should be our next step?
Offer to reschedule
Offer free retainer as compensation
Call the SmileShop for confirmation
Offer IK.
30s - Q5
TM Erica filled out the Re-evaluation request tracker to send to the customer an email to upload photos and concerns on the portal. What should be the status of the case in Salesforce?
New-it’s considered as a New Case.
Open- since issue requires additional action for customer to complete.
Closed- customer doesn’t need to contact us anymore and we have all the info.
Transfer-since it will be reviewed by the DT
30s - Q6
For wrong number, spam and junk, what should be the status of the case in Salesforce?
New
Closed
No case since wrong number or not associated with any account
Open
30s - Q7
TM ordered replacement aligners in Smilecheck, what should be the status of the case in Salesforce?
Open- issue requires other action
Closed- reason for interaction is completed. No additional action is necessary from the customer or SDC.
Transfer- issue requires a case transfer to DT for approval
New
30s - Q8
This work stream is for the urgent legal process. If a customer mentions any of the following words: sue, lawyer, lawsuit, attorney, dental board, attorney in general
ADL
ACC
HIPAA
BBB
30s - Q9
You advised Max that we’re not accepting aligner touch-up appointments on Saturdays in any Smile shops. But he insisted that he can ONLY go on Saturday. What is your next step?
File a JIRA ticket and let your TC approves it. A. TC approval is needed, and the TC will have to schedule the appointment in Smilecheck. Don't forget to notate the name of the TC that approved and scheduled the scan in your interaction notes
Walk-through the customer on the website so they schedule it there.
Empathize. Offer Impression kit instead.
30s - Q10
Max requested an aligner touch-up, and hewould like to schedule a scan on a Saturday. You noticed that there are noavailable spaces for touch-up appointments on Saturdays. What would be thereason?
There is no Smile guide available on Saturdays : SmileShops are busy with new customer appointments.
There is system maintenance during Saturdays.
SmileShops are closed during Saturday.
60s - Q11
If the balance adjustment amount exceeds$200 USD with SmilePay Classic or any refund from a third-party like HFD, Tabeo, or Care Credit – create a Refund Request via____
JIRA Ticket
Refund button in SmileCheck
Refund and Adjustment tracker form
Salesforce Case
60s - Q12
The customer can update their card information on the online customer portal
False
True
60s - Q13
Where can the customer view their treatment plan link?
Online Customer Portal
They have to access to smiledirectclub.com
They have to call us
All of the above
60s - Q14
Can the customers check-in their aligners on the app or on their customer portal?
Both
App only
None of the above
Customer portal only
60s - Q15
True or False - The customer can update their card information on the online customer portal
True
False
60s