Process Flow

Process Flow

KG - Professional Development

10 Qs

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Assessment

Quiz

KG - Professional Development

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Created by

RG Fuentes

Used 2+ times

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10 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Media Image

You've found out that the customer's device needs to be replaced and you need to ask some details for the proof of ownership, which is not included in the list?

Serial Number

Last 5 digits of the Case#

Proof of purchase

Photo of the user

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Media Image

The customer was so happy about the product however the product needs to be replaced, the customer bought it from Best Buy and customer is asking to have it expedited because she wants to have it replaced right away, which one should you offer?

Advance Exchange

Standard Exchange

Transfer to the Warehouse team

None of the above

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

After you process an RMA, how many email(s) will the customer receive?

3

1

2

None

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Media Image

In every email there is "@yahoo.com", "@gmail.com", "@nest.com". What are these called?

Email

Company

Domain

Gsuite

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Media Image

You received a call and the customer mentioned about a case and you found out that it has the same issue with the previous cases, what will you do?

Set to Solution Offered

Set to Childcase

Escalate the case to Tier 2

None of the above

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Media Image

Which case should you set to child?

The case that Popped up in my Cases 2

The case that was transferred by the Agent

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Media Image

In chat, the customer did not respond anymore and you already did the 4-1-1, will you transfer the customer to the survey?

YES

NO

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