Purpose
This document serves as a comprehensive guide for support specialists to determine when and how to assist users in creating a new account. By following these guidelines, support specialists can:
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Ensure efficient handling of account-related issues.
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Prevent the creation of duplicate accounts and unnecessary complications.
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Provide clear, consistent, and accurate support to users.
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Streamline internal processes for account management and recovery.
Creating a new account for users isn’t always necessary, but there are situations where it’s the best course of action. As a support specialist, understanding when to assist users in creating a new account can save time and ensure seamless access to services. Below are internal guidelines tailored for your role:
Procedure: How to Confirm if an HCP’s Account Has Been Deleted
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Log into the GSK Ecosystem
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Navigate to the C.A.T.S Console and select the HCP Portal Support Tile.
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Search for the Account
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Ask the user for their email and NPI associated with the account.
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Use the provided details to perform a search within the system.
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Determine Account Status
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If there is an active account, the search results will populate with the established account details.
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If no account is found, this indicates there is no active account associated with the provided email or NPI. Inform the user that the account may have been deleted due to inactivity and guide them through creating a new account if necessary.
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Final Thoughts
As a support specialist, your role is crucial in ensuring users have seamless access to services. Use these guidelines to determine when creating a new account is the best solution, and always strive to provide exceptional support.