
SDC Oct Process Knowledge Test
Quiz by Joel Dsilva
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
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?
Below are the ways on how our customer scan Fast track their account, except for:
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?
If the customer’s closest SmileShop for touch-up scan has closed, what should be our next step?
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?
 For wrong number, spam and junk, what should be the status of the case in Salesforce?
TM ordered replacement aligners in Smilecheck, what should be the status of the case in Salesforce?
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
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?Â
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?
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____
The customer can update their card information on the online customer portal
Where can the customer view their treatment plan link?
Can the customers check-in their aligners on the app or on their customer portal?
True or False - The customer can update their card information on the online customer portal
 What is Partner Network?
True or False -Â For Partner Network, customers can reschedule these appointments using SmileCheck
How many photos are included in the initial photo assessment?
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?
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?