Day 3 Review

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Across
  1. 1. This phase of the Call Management Framework consists of transferring to a supervisor or closing the call
  2. 5. Program _______ is the first scored section of the QCM Scorecard
  3. 8. The shortcut _________ + L will instantly lock your computer
  4. 11. Information disclosed by the Internal Revenue Service
  5. 13. To open a call you select "New" in this view
  6. 15. The shortcut ____ + Q allows you to run a query
  7. 16. If someone demands to speak to a supervisor you transfer the call here
  8. 18. Phase 1 of the Call Management Framework is ________ the Call
  9. 21. To submit suspected fraud through NGD use the FFM User ________ screen
  10. 22. This applet type displays information that consists of multiple records presented as rows
Down
  1. 2. A spouse, relative, friend, lawyer, or assister can be appointed as an authorized _______
  2. 3. Agent ________ Search is for referrals
  3. 4. These are the folders within NGD
  4. 6. Open enrollment begins this month
  5. 7. A type of information that can be used to distinguish or trace a consumer's identity
  6. 9. Select this button when a consumer refuses to provide you with his/her name and telephone number
  7. 10. Information about an individual's health history or status
  8. 12. When searching for scripts you can also use an asterisk, this is called a _________ search
  9. 14. To close a call in NGD you change the drop-down in the Activities view from "Open" to this
  10. 17. You transfer the call here if you cannot find an answer in scripting
  11. 19. To save and validate an address use the shortcut ____ + S
  12. 20. These are the sub-folders within NGD
  13. 21. This happens when a person or an entity deliberately misrepresents important information for personal or inappropriate benefit