The recipient of an order calls because they received a damaged package/product. The recipient would like a replacement order (reorder) sent to a different address. Per Guided Assistance, can we reorder for the recipient to a new address?

No, reorder lost or damaged orders (without changes) & ship to same address at zero cost.

What is the proper case categorization for a customer who calls Shutterfly to report their package is lost? (After you check the tracking, the order appears lost and no movement in tracking for 6 days) * Use Training Service Cloud if needed *

Help with My Order > Order Status > Order Lost or No Tracking

Customer called in to report a damaged photo book. The package was smashed, resulting in the top right corner of the book cover to be damaged. Per the Accommodations tab, you place a reorder for the customer that is expected to arrive on 7/1/24 using Economy shipping. Which is the most appropriate note?

Cx says their photo book was delivered damaged. The box was smashed in the top right corner, which is where the damage is located on the book cover. Placed reorder with Economy shipping & advised of confirmation email.

What does the orange checkmark mean when looking at a customer's case history?

Case was made/ there was recent activity

A tool for automating some of the common Log a Note entries

What can we try to do for Jerry regarding his order that won't arrive on time for his daughter's wedding? Options: Place a reorder, Submit an Expedite Request and set proper expectations, Cancel the order, Refund the shipping since we know it won't arrive in time

Submit an Expedite Request and set proper expectations

What does the accommodations tab tell us to do in this scenario? The customer calls because the tracking on their order has not shown any movement in the last 2 days. The customer ordered with Economy Shipping and there are still 3 more days until the LDD passes.

Advise the customer to wait for the LDD; The package is likely to arrive on time.

What does the accommodations tab tell us to do in this scenario? The customer calls about their order being late. They were promised the order would be delivered yesterday according to the cart (LDD). You track the package and it shows the order will be delivered tomorrow.

Use 'Order arrived or will arrive after LDD' accommodations. Issue GC for shipping charges.

Customer calls in and says they received an order that doesn't belong to them. What does the accommodation tab tell you to do?

Apologize and Transfer to Tier 2

If your customer tells you that they are unable to place an order on the website due to errors in the shopping cart, what do you do?

See Something, Say Something (Consult Peer Support or inform your leadership)

Your customer made a typo in their photo book. You need to add Care Credits to the customer's account so they can edit the project and place a new order. What is the correct way to fill out the photo book credits for this order?

Add Care Credits to the customer's account to allow editing and reordering.

Customer calls in because they received their book and there is an odd color issue on the pages. The customer mentions this is the 2nd time we've sent a book with bad coloring. What should you do? Options: Place another reorder for the customer. Refund the customer for the full cost of their order. Contact Peer Support for additional guidance. Transfer to the contact to Tier 2.

Contact Peer Support for additional guidance

Which phrase in the Terms and Conditions explains WHY Dan can't use both offers in one order?

Offer cannot be combined with other code-based %-off or $-off offers.

What are the names of the communication groups in Service Cloud that you should read each day near the start of your shift to make sure you have up to date information?

CS Communications & CS Offers, Promos, and Exclusives

SFLY New Hire - Final Assessment (1) Flashcards

Student preview

36 questions

Show all answers

1.

FLASHCARD QUESTION

Front

What is the keyboard shortcut for clearing cache and cookies?

Back

Ctrl+Shift+Delete

2.

FLASHCARD QUESTION

Front

How often does a customer have to make a purchase to keep their Shutterfly account considered ACTIVE for photo storage purposes?

Back

18 months

3.

FLASHCARD QUESTION

Front

Which of these is NOT an acceptable file format when uploading photos on shutterfly.com or through the Shutterfly Mobile App? Options: JPG/JPEG, HEIC/HEIF, PNG/BMP, GIF/PDF

Back

GIF/PDF

4.

FLASHCARD QUESTION

Front

What are the dimensions of the Serving Platters on the Shutterfly website?

Back

13.75" x 10"

5.

FLASHCARD QUESTION

Front

Where can a customer add their Costco Membership number (if they have one)? Options: Cart, Address Book, Account & Settings, Projects

Back

Account & Settings

6.

FLASHCARD QUESTION

Front

Is the '"Muted Rainbow" Birth Announcement' a Shutterfly card style or a Tiny Prints card style?

Back

Tiny Prints

7.

FLASHCARD QUESTION

Front

What is an example of the proper phone script for answering incoming calls (Greeting)?

Back

Good Evening, Shutterfly Customer Success, This is Jamal.

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