BP Training Quiz

In which ways can clients access the booking portal?

• By calling or emailing CST

• Via the AccessEAP App

• Registering in the Employee area

• Using the browser version of the booking portal

Where can I find if a customer and their staff have access to the booking portal?

• In the customer page in ACE

• The customer should know

• I need to ask BTS

• In the Contract Terms page of the client's case

The client register in the Employee area, they can use those credential for booking portal as well.

• True

• False

The client booked a follow up session directly with their counsellor, will this session show up in their BP account?

• Yes

• Yes, but they need to logout and then login again

• No

• Only if the counsellor is active in BP

What are the best ways to know if the client is in the correct website?

• Check with the client the website address

• Ask for screenshots

• The client knows this before contacting us

• Ask BTS

How long do BP accounts last before they expire?

• 6 months

• 12 months

• For as long as the contract is active

• They never expire

A counsellor received an email reminder from BP with an appointment not in their diary, what do you do?

• Ask the counsellor to look for a previous confirmation email with the same name and appointment's date and time

• Look into the delete logs to see if an appointment with the same information is listed there

• Tell the counsellor to use their professional portal as the single source of truth

• Immediately escalate to BTS

Select the answer that contains the following appointment types:

1. 1. Can't be book via BP

2. 2. Can't be book by CST or the counsellor

• 1. 1. Video

  2. 2. Face to Face

• 1. 1. Face to Face

  2. 2. Telephone

• 1. 1. Face to Face

  2. 2. Chat

• 1. 1. Chat

  2. 2. Video

A client calls CST and want to cancel an appointment made via BP, what do you do?

• Cancel the appointment and let the client know it will still show up in their portal

• Tell the client the appointment can't be cancelled

• Make a note in the client's case about the cancelation, including it was BP appointment

• Let the client know they can cancel directly on the portal

• Ask the counsellor to cancel the appointment

You need to escalate to BTS, what do you include in your report?

• Nothing, I just forward the client or the counsellor's email

• Client, counsellor and/or appointment details

• What actions I have taken so far

• Screenshots of the issue

• Screenshots of the client's Case ID or counsellor's diary