Convercent’s Ask-A-Question feature allows employees to submit questions anonymously and for Case Management Administrators and Case Management Moderators to manage and respond to these questions in a more structured environment than just email.
When a reporting party submits a new question, a notification email is sent to all individuals that are subscribed to the question notification profile with a direct link to the question in Convercent. The question link will prompt you to first log into Convercent and will then automatically redirect to the question.
Alternately, administrators and moderators may view all submitted questions at any time by clicking Go to Question Manager to the right of your dashboard.
The Question Manager page will be displayed listing all questions that have been submitted.
To view the details and begin managing a question to closure, click the appropriate question in the Question List.
The question details page provides a summary of the question and specific actions you can take to manage the question.
I have questions. Who do I call for help?
Questions? Please contact us. We’re delighted to help.
To reach your dedicated Customer Experience Manager, please call 1.800.335.7639 or email us at firstname.lastname@example.org.