Complaints e-Book

Module 2 Exercises Your Turn Using the same account used in Module 1, navigate to the SES Training Environment to complete the practice scenarios below. The knowledge articles referenced below in bold can be found immediately following the scenarios. Scenario 1 Using the Adding and Sending Information Request for a Complaint knowledge article, practice adding information requests to the complaints you created in Module 1. Scenario 2 Now that you have added information requests, proceed with sending them to the company using the Adding and Sending Information Request for a Complaint knowledge article. Remember, only the agency POC on the complaint can send the information request to the company, so be sure you are using the correct agency account. Scenario 3 Continue using the Adding and Sending Information Request for a Complaint knowledge article to practice updating the due date of an individual information request as you would in the “real” environment when you choose to give the company an extension. This should take place after the initial request has been sent. Also, we recommend cancelling at least one information request as you would if you no longer needed the requested information. Scenario 4 Use the Generating Company IR Responses for Complaints Training Program knowledge article to generate information request responses on behalf of the company. Feel free to complete this process for all complaints for which you have sent an information request. Scenario 5 Now practice reacting to the information request responses using the Reviewing Information Request Response for Complaints knowledge article. Remember, these

Updated: 8/21/2021

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