Question 1

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?

Accepted Answer

If the Fast Track is not cancelled, it will run again automatically instead of us working with the Customer on moving forward with treatment.

Answer

If the Fast Track is not cancelled, it will automatically book a scan or place an order for Impression Kit.

Answer

To avoid any contact with the customer

Answer

To ensure good customer service

Question 2

Below are the ways on how our customer scan Fast track their account, except for:

Accepted Answer

By filling the information online.

Answer

Be contacted by the aligner sales team via phone and agreeing verbally to charge their card

Answer

By filling out the fast track form in their Impression Kit box.

Answer

Signing digitally in the SmileShop at their appointment

Question 3

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?

Accepted Answer

Review the MCT&T booking tool.

Answer

Place order for Touch-up IK.

Answer

TM Ken should ask approval from his TC to process a free retainer since Emily is not satisfied with the result of her treatment

Answer

Provide a walk-through in a booking a scan online

Question 4

If the customer’s closest SmileShop for touch-up scan has closed, what should be our next step?

Accepted Answer

Offer IK.

Answer

Offer to reschedule

Answer

Offer free retainer as compensation

Answer

Call the SmileShop for confirmation

Question 5

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?

Accepted Answer

Open- since issue requires additional action for customer to complete.

Answer

New-it’s considered as a New Case.

Answer

Closed- customer doesn’t need to contact us anymore and we have all the info.

Answer

Transfer-since it will be reviewed by the DT

Question 6

For wrong number, spam and junk, what should be the status of the case in Salesforce?

Accepted Answer

No case since wrong number or not associated with any account

Answer

New

Answer

Closed

Answer

Open

Question 7

TM ordered replacement aligners in Smilecheck, what should be the status of the case in Salesforce?

Accepted Answer

Closed- reason for interaction is completed. No additional action is necessary from the customer or SDC.

Answer

Open- issue requires other action

Answer

Transfer- issue requires a case transfer to DT for approval

Answer

New

Question 8

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

Accepted Answer

ACC

Answer

ADL

Answer

HIPAA

Answer

BBB

Question 9

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?

Accepted Answer

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

Answer

Walk-through the customer on the website so they schedule it there.

Answer

Empathize. Offer Impression kit instead.

Question 10

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?

Accepted Answer

There is no Smile guide available on Saturdays : SmileShops are busy with new customer appointments.

Answer

There is system maintenance during Saturdays.

Answer

SmileShops are closed during Saturday.

Question 11

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____

Accepted Answer

Salesforce Case

Answer

JIRA Ticket

Answer

Refund button in SmileCheck

Answer

Refund and Adjustment tracker form

Question 12

The customer can update their card information on the online customer portal

Accepted Answer

True

Answer

False

Question 13

Where can the customer view their treatment plan link?

Accepted Answer

Online Customer Portal

Answer

They have to access to smiledirectclub.com

Answer

They have to call us

Answer

All of the above

Question 14

Can the customers check-in their aligners on the app or on their customer portal?

Accepted Answer

Both

Answer

App only

Answer

None of the above

Answer

Customer portal only

Question 15

True or False - The customer can update their card information on the online customer portal

Accepted Answer

True

Answer

False

Question 16

What is Partner Network?

Accepted Answer

All of the above

Answer

Dental offices that offer SmileDirectClub Aligners

Answer

We supply the aligners and internal platforms.

Answer

They supply the patients and walk them through the initial care.

Question 17

True or False - For Partner Network, customers can reschedule these appointments using SmileCheck

Accepted Answer

False

Answer

True

Question 18

How many photos are included in the initial photo assessment?

Accepted Answer

3

Answer

1

Answer

4

Answer

5

Question 19

If the customer called in to say they did not receive the touch-up link, or if the link did not work for them/we did not receive their photos, what would be our next step?

Accepted Answer

Ask if they are available for a video call and transfer to the Photo Assessment team if customer confirms.

Answer

Fill-out re-evaluation form

Answer

Have them email their photos to photos@smiledirectclub.com

Answer

Book a Smile Shop appointment

Question 20

If we have offered to transfer the Customer to the Photo Assessment team but they are not available for a videocall, or do not want to do a video call, what other options can we provide?

Accepted Answer

Schedule call back with Photo Assessment Team : Have the customer email in photos to photos@smiledirectclub.com

Answer

Schedule a Smile School appointment

Answer

Schedule a SmileShop appointment

Related quizzes

Related quizzes