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CMS Quiz

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CMS Knowledge Assessment

Test your knowledge about Case Management Systems (CMS) with this insightful quiz! Whether you're an employee in the field or just curious about CMS, this quiz will help you gauge your understanding.

Topics covered include:

Basic CMS definitions
Importance of case notes
Effective communication techniques
Best practices for resolution comments

10 Questions2 MinutesCreated by HelpingHand425

What does CMS stand for?

Customer Management Service

Corrective Management System

Case Management System

Concerned Managers Survey

Cream-filled Muffin Surprise

What should you be adding to the notes upon the completion of a case?

Who, What, When, Where, Why and How

When and who

The Who

As little detail as possible

Why is it important to add notes to cases?

Sometimes customers call us back, even when we think the case is very clear cut. Notes help the next adviser who gets the second phone call.

I'm not sure, I never add detailed notes that may help others.

So you can look back to see what work you've done.

"Notes" rhyme with "boats" and boats are cool, so notes must be cool, too.

What is a good example of note-taking?

Needed some help booking OAL/ZED

Spoke to EE Derrick Nash who wanted more details on how to access his A7A passes and how to use them. I advised they are already loaded in his passbank and can be found under his Traveler Information on the Travel page of Jetnet. He also wanted to know if he could add D3 travelers to use the A7A passes. I advised they must be on his D3 guest list to be eligible to use the A7A passes, and must fly with either him as the EE or one of his eligible dependents (cannot use A7A passes to fly alone or with another D3). I also emailed him the Two Tickets to Paradise and Top 11 FAQs: Two Tickets to Paradise articles to review.

She wanted to know policy for D3's and ATW passes

EE's children were deleted.

What are resolution comments?

The same thing as my last note.

Not sure, but I don't have to fill it out.

A place for me to put the synopsis or short notes about the resolution on some cases.

This is a detailed note about what we've done. This should be filled out on all cases because if there is an email on file, it will go to the customer once the case has been completed.

What is a good example of a resolution comment?

Sometimes resolution comments aren't needed.

If you are having issues with New Travel Planner, please use the Legacy NRTP link on the Travel page of Jetnet.

See another email for the correct answer.

You receive an irate caller who wants to talk to a supervisor. What do you save the case as?

Pending - Partner Action

Completed - Redirected

In Progress

Pending - Customer Action

What does DENT stand for?

Don't Even Need Thinking

Development, Email, Networking, Training

Discovery, Energy, Networking and Telephone

Departmental Environment Needs Teamwork

When should you use Pending - Partner Action?

When you're waiting on help from someone on our team

When you are escalating a call

When you are waiting to hear from someone outside our team, like a COE or SME

Whenever you don't know what else to use.

What is our phone number?

1-800-447-2000

1-888-WE-FLY-AA

1-800-433-7300

1-800-867-5309

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