Knowledge Hub 1.5 hours

Knowledge Hub 1.5 hours

Multiple Choice

What does the button at the bottom of the 'Fastway Data Breach' alert say?

• I've read and understood this alert

• Remind me later

• Got it

• 10:4

Multiple Choice

Which is an example of a red operational update?

• ID&V for warm transfers update

• GDPR breach reporting guidance

• Apple pre-order 23rd April & 30th April

Multiple Choice

Once you action an Alert, Operational Update or Process Update it will be removed from the tiles.

Look at the 'Knowledge hub' home page, where can you view those updates?

• Show me - My Favourites

• Show me - Customer Outcomes

• Show me - My Previous Updates

Go back to 'Knowledge Hub' home page and let's chat about the 'Show me' bar

Multiple Choice

Which 'Quick link' comes directly after the Very one?

• Yodel Tracking

• Very moneyzone - protect hub

• Viewpoint

• Wise intranet

Multiple Choice

Which entry is directly below 'BFPO' in the glossary?

• BNPL

• BSO

• BUS

• BPP

Multiple Choice

What are the Saturday opening times for Phillips and Cohen?

• 08:30 - 17:00

• 08:00 - 16:00

• 09:00 - 17:00

• 09:00 - 13:00

Go back to 'Knowledge Hub' home page and let's chat about articles

Multiple Choice

You are an inbound service agent. You are speaking to a customer regarding a missing return.

What article type is the Missing returns Decision Tree?

• General article

• FAQ

Multiple Choice

Which brand/s does this article apply to?

• Littlewoods

• Very

• LWI

• Littlewoods, LWI & Very

Multiple Choice

Open the 'Missing returns decision tree article.

Some articles have files attached, does this one?

• Yes

• No

Multiple Choice

Where in the article can we check the brand?

• Information

• Article Feedback

How can we favourite an article?

...Look up at the stars

Multiple Choice

Favourite an article - what colour is the notification bar?

• Red

• Orange

• Green

• Black

Go back to 'Knowledge Hub' home page and let's chat about searching

Multiple Choice

Let's see what Knowledge we can find on Gestures of Goodwill.

Select Knowledge content and type 'gesture' into the 'Global Search Bar'. Don't hit enter!

Any result with the book symbol is an article.

Select the magnifying glass and it will show you all the Knowledge content related to that search term.

How many results does 'gesture' return?

• 37

• 24

• 61

• 3

Multiple Choice

How can we make the search term more specific to what we need?

• We can't

• Refine by

Go back to 'Knowledge Hub' home page and let's chat about decision trees

Multiple Choice

Select your area of business, select your line of business. Locate the ID&V decision tree.

The customer is a Very customer and it is an inbound call. It is Aspect failed.

What is the next question you are prompted to ask?

• Can you please confirm your name?

• Can you please confirm your account number

• Can you please confirm your last purchase?

What did you see happening as you moved through the questions?

...trails of breadcrumbs?

Multiple Choice

Continue the ID&V path as follows:

The customer can provide their account number, they are the account holder and they can confirm their full name.

How many questions are showing in the 'breadcrumbs' trail?

• 9

• 3

• 7

• 12

Go back to 'Knowledge Hub' home page and let's chat about Chatter

Let's practice your skills.

Search for the Knowledge content 'STYLESAVE'

You help the Very customer with their query and in doing so you notice something doesn't look right....

Multiple Choice

Go to article feedback

You would raise incorrect brand under 'Accuracy'

How many general reasons are there?

• 4

• 9

• 6

• 2

Multiple Choice

Where on the 'Knowledge Hub' can you see the feedback you have raised?

• Show me - My Feedback

• Show me - Previous Updates

• Show me - recents