2: Intake Training Prep Work

Overview

To provide a seamless training experience that allows learners to focus only on relevant content, we must prepare by confirming system access, creating examples, and crafting supporting documents that promote our success.

Checklist

Below is a checklist that includes the minimal actions needed to facilitate intake training. There may be internal tasks that must be considered. 

• Gain access to the staging environment
  
  
• Create an intake user profile
  
  
• Ensure the learner group has correct access to QFD
  
  
• Retrieve test accounts by reaching out to internal tech partners or review the existing claims in the staging environment
  
  
• Create four claims
  • Fraud claim: Stolen
  • Fraud claim: Card secure
  • Dispute claim: Charged more than once
  • Dispute claim: Quality
    
    
• Confirm the requested documentation screen shows for the following, where applicable
  • Card Dispute: Charged More Than Once
  • Card Dispute: Credit Not Received
  • Card Dispute: Statement of Dispute
  • Card Dispute: Statement of Fraud
    
    
• Action the four claims so you have a variety of examples
  
  
• Study this training guide and synthesize its content into your learning plan