I found some of the material to be quite dense, and never having put it into practice, it was very abstract to me.   The most useful section for my position was module 2.

As a front desk person who is not sanctioned to answer any calls and to pass all inquiries (according to compliance) along, I find that I have nothing to add to these discussions. The most I can contribute here is that I learned a long time ago is to a. never say "I don't know" and b. never guess. There is always a resources to consult and people are more than happy to wait and have the correct information than to deal with the long drawn out upheavel that comes with the wrong information. Saying "I will get you that… >>>