Podcast
Questions and Answers
A donor sends an email at 8:00 AM on Monday. Considering the SLA, by what day must a DC agent respond?
A donor sends an email at 8:00 AM on Monday. Considering the SLA, by what day must a DC agent respond?
- Thursday (correct)
- Wednesday
- Tuesday
- Friday
If a DC agent fails to meet the email SLA consistently, what is the most likely consequence?
If a DC agent fails to meet the email SLA consistently, what is the most likely consequence?
- Negative impact on overall service quality (correct)
- Increased workload for other agents
- Improved service quality due to increased scrutiny
- No consequences, as SLAs are guidelines, not strict rules
An email is received at 6:00 PM on a Tuesday. When is this email considered to be received for SLA purposes?
An email is received at 6:00 PM on a Tuesday. When is this email considered to be received for SLA purposes?
- Immediately, as the system processes emails 24/7
- Wednesday at 12:00 AM
- Tuesday at 6:00 PM
- Wednesday at 8:00 AM (correct)
A case with a status of 'Closed' receives a follow-up email 1 day after closure. According to the provided guidelines, what should happen to the case?
A case with a status of 'Closed' receives a follow-up email 1 day after closure. According to the provided guidelines, what should happen to the case?
A case has been closed for a week when a new email related to that case arrives. What action should be taken?
A case has been closed for a week when a new email related to that case arrives. What action should be taken?
If a donor sends an email on Friday at 4:00 PM, when does the SLA clock start ticking?
If a donor sends an email on Friday at 4:00 PM, when does the SLA clock start ticking?
What is the primary purpose of excluding weekends from the email SLA calculation?
What is the primary purpose of excluding weekends from the email SLA calculation?
Which of the following case details is used when a new email is received more than two days after a case is closed?
Which of the following case details is used when a new email is received more than two days after a case is closed?
What is the maximum allowable time for DC agents to respond to assigned emails, according to the SLA?
What is the maximum allowable time for DC agents to respond to assigned emails, according to the SLA?
When calculating the email SLA, which of the following days are excluded?
When calculating the email SLA, which of the following days are excluded?
Flashcards
Email Response Time
Email Response Time
DC agents have a maximum of 3 working days to respond to assigned emails.
SLA Start Date
SLA Start Date
The SLA of 3 working days starts from the date the donor sends the email.
Excluded SLA Days
Excluded SLA Days
Saturdays and Sundays are excluded from the working days for the SLA.
Emails After 5:30 PM
Emails After 5:30 PM
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SLA Violation Impact
SLA Violation Impact
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Action for Recent Closed Cases
Action for Recent Closed Cases
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Action for Other Closed Cases
Action for Other Closed Cases
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Study Notes
- DC agents have a maximum of 3 working days to respond to assigned emails.
- The SLA of 3 working days starts from the date the donor sends the email.
- Saturdays and Sundays are excluded from the working days for the SLA.
- Emails received after 5:30 PM are considered received the next working day.
- If the SLA is not met, it may impact overall service quality.
Recently Closed Cases
- For cases with a closed status, if an incoming email is received within 2 days of closure, the case is updated as follows:
- Case Owner: MCO Donor Services Team
- Case Status: Working
Other Closed Cases
- For cases with a closed status, if an incoming email is received more than 2 days after closure, a new case is created with the following details:
- Case Owner: MCO Donor Services Team
- Case Status: New
- Subject: Email Message Subject
- Description: Parent Case Number
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