Review on Access Code

Look up username 612812_d2l_geogwin. What Integration type is this user accessing?

• Standard Integration

• Direction Integration

• Custom Integration

True or False. Once a student has enrolled into their Custom Integrated course it is possible for them to access their Pearson course materials from both their LMS course and the Pearson Mylab & Mastering portal.

• True

• False

If a customer calls and you find their account is in a pending state. How long should you advise them it will take to clear?

• 12 hours

• It will not clear. They will need to create a new account

• 25 minutes

• 45 minutes

How would you identify a customer’s account that is in a “Pending” state?

• You will see a clock icon when you look up the customer’s account in the CS Tool and click on SMS User ID

• There is no way to tell if the customer’s account is in pending status

• You will see the word “Pending” after the customer’s username

What is the correct way to start the call when a customer contacts us?

• “Hi, thanks for calling, my name is ________. May I have your case number?”

• “Hello, you through to Pearson Customer Support. What is your issue?”

• “Thank you for calling Pearson Technical Support. Can I have your name, email, school and URL you are logging in at?”

• “Hello, how can I help you?”

Tags

CCSS.RI.6.5

CCSS.RI.7.3

CCSS.RI.7.5

CCSS.RI.8.3

CCSS.RI.8.5

Which 3PL integrations use ghost account credentials? Select all that apply.

• Direct

• Partner

• Custom

• Standard

True or False. A student needs a course ID to enroll into their 3PL integrated course.

• True

• False

All Pearson access codes are valid for 24 months?

• True

• False

For Inclusive Access courses, who bills the student?

• Pearson

• Amazon

• No one, it is free

• The institution/school the student is studying at

As a Tier 1 agent if you’re going to Advance/Escalate a case in OneCRM what Escalation point should you choose?

• Tier 2

• Tier 3

• Command Center OCC