| KA | Searching High and Low | Case Details | Contacts | The More you Knowledge |
|---|---|---|---|---|
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What is KA 17368, Determining the Location and Turn Around Time of Testing
This KA might be used on a call regarding when a Fecal Dx result might be final.
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What is shortest "3 days", longest is "ALL"
The shortest and the longest date ranges that can be searched in the Global Search.
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What is "Description" field.
This is the field where the customers ask/inquiry gets entered.
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What is on bottom left on customers 360 account page
The location of where you can find the top 5 contacts
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What is 15555 Locating Prescriptions - Immunotherapy Price Sheet
This KA does not need to be attached to a case if referenced.
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What is 17257 Change a Test code process
This KA will provide instruction on what to do if a customer ordered a Lab 4Dx but meant to order a bigger profile that also contains the Lab 4Dx.
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What is the case list under the "Cases" tab
The location where a previous caller asked another CTS rep to cancel a test request.
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What is the "Subject" field.
This field will use the key words to drive Knowledge Base.
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What are, first and last name, and role at the practice.
The 3 attributes needed when filling out a contact card.
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What is Topics
Searching by this type of filter will produce a list of related Articles.
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What is 17122 US Process for Cancelling a Microbiology test:
The process to cancel a urine culture (US Test Code 4035) when the sample is between regional and core labs can be found in this KA.
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What is "Case Test Code Lookup" list under the "Related" tab .
The location within a case where test codes that were referenced can be looked up.
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What are "Accession ID" and "Owner/Patient Name" fields.
These are two fields required to be filled in when there is an escalation.
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What is a MyIDEXX Contact
No edits can be made to this type of contact card.
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What is in the "Knowledge document found on the INTRADEXX
Other work instructions such as How-To request a new KA or update an existing KA can be found in this location.
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What is 17293 Transportation Escalations
This KA will provide steps if a customer is upset with their courier pick ups.
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What is 5
The maximum amount of open cases visible from your home page.
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What is the "Parent Case" field.
This field will associate your case to another case.
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What is "declined".
The fill in default when a customer does not want to provide their last name
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Who is @NA IRL Knowledge Owners
The Knowledge Owner @ mention group name you may tag when requesting an update to a KA.
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What is 16989 Are all submission types accepted across all labs, when is testing run, resulted and forms returned each day?
This KA will provide a list of labs that perform Coggins testing.
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What is the "Articles" list under "Related" tab
The location to see where an article was attached to a case.
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What is in the "Files" section under the "Related" items
The location of where a file can be saved or found.
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What is clone desired contact, and then make inactive in the old account.
The two steps needed to update a contact from one account to another.
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your peers, an SME, Chatboxx, RCs, SCs, and TLs. Anyone that can confirm the update is in fact needed. :)
To help identify gaps to our teams KA/documentation you may ask this person to approve an update request.
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