IPPS-A HR CRM AGENT FACING - CASE
MANAGEMENT 1 WITH COMPLETE
SOLUTIONS
Who has the ability to view a case upon creation? (Select all that apply) - ANSWER-The
Member for which the case was created
The HR Professional or Agent who created the case
An interested party who has been added to the case
In order to reopen a case, its current status must be: (Select all that apply) - ANSWER-
Closed - Resolved
Closed - Canceled
The URL on the HR email correspondence enables the Member recipient to access
their case _____. - ANSWER-directly via Self-Service
A case may be cancelled for these reasons: (Select all that apply) - ANSWER-The Case
was created in error
It is a duplicate case
An HR Professional may escalate, deescalate, or reassign a case _____. - ANSWER-to
any provider group according to organizational SOPs or business rules
To search for a viable solution to resolve a case, an HR Professional may_____. (Select
all that apply) - ANSWER-enter key words associated with the search option
browse the library via FAQ
search Frequently Used Solutions
In order to view documentation regarding their case sent by the HR Professional
working the case, the Member must _____. - ANSWER-log into IPPS-A to access their
case to view the documentation
MANAGEMENT 1 WITH COMPLETE
SOLUTIONS
Who has the ability to view a case upon creation? (Select all that apply) - ANSWER-The
Member for which the case was created
The HR Professional or Agent who created the case
An interested party who has been added to the case
In order to reopen a case, its current status must be: (Select all that apply) - ANSWER-
Closed - Resolved
Closed - Canceled
The URL on the HR email correspondence enables the Member recipient to access
their case _____. - ANSWER-directly via Self-Service
A case may be cancelled for these reasons: (Select all that apply) - ANSWER-The Case
was created in error
It is a duplicate case
An HR Professional may escalate, deescalate, or reassign a case _____. - ANSWER-to
any provider group according to organizational SOPs or business rules
To search for a viable solution to resolve a case, an HR Professional may_____. (Select
all that apply) - ANSWER-enter key words associated with the search option
browse the library via FAQ
search Frequently Used Solutions
In order to view documentation regarding their case sent by the HR Professional
working the case, the Member must _____. - ANSWER-log into IPPS-A to access their
case to view the documentation
