Process Flow

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

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

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

• 3

• 1

• 2

• None

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

• Email

• Company

• Domain

• Gsuite

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

Which case should you set to child?

• The case that Popped up in my Cases 2

• The case that was transferred by the Agent

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

In the middle of a troubleshooting the customer disconnected the phone and the case is not yet resolved, you called once and the customer did not pick up the phone. What should you do to your case?

• Discard

• Finished

• Solution Offered

• Release

How many times are we allowed to call the customer back?

• 1

• 4

• 2

• 3

The customer doesn't want a call back however the case is still not resolved, what will you do to your case?

• Transfer to survey, send an email

• Don't transfer to survey, send an email

• Don't transfer to survey, don't send an email

• Transfer to survey, don't need to send email