Noom | Day 4 - Service request

Who can rewind a user's curriculum?

• Support Team

• Goal Specialist

• User

If the user cancels his subscription, how long does the information remain on the system?

• 4 Days

• 30 days

• gets deleted immediately

• 6 days

If a customer requests to remove his/her e-mail address from the mailing list, you...

• Tap the clipboard and fix info there

• Send him the instructions on how to do it by themselves (unsubscribe)

• Delete the e-mail from the customer's information

Sebastian canceled his trial and has been using the free version of the app and is wondering why his friend still has access to the Goal Specialist and he doesn't, Why?

• Because Sebastian is using the free option, and his friend has the premium version

• Because Sebastian is using the mobile app instead of the computer

• Because for iOS cannot see the goal specialist

How can you access to Supportal?

• By using iTunes

• Only Web (noom.com) users can do it from a computer

• no one can do it

• Only the users with the most updated app version can access to it.

If the User has an active iTunes subscription but she is requesting us to delete her data. How do you respond?

• Let them know that we will be able to delete the info until his iTunes subscription expires (+4 days)

• Deleting his info.

• Asking them to go to the website, and delete it by themselves.

What would you do If a User has B2B in Supportland?

• Assist the customer Normally

• Assign to Enterprise

• escalate to Level 2

• Nothing, just go to the other one.

If you receive a ticket with a TXT file and only has phone number as info, what would you do?

• Open the .txt attachment and answer it like normal, letting them know we need to locate their account before we're able to assist. (Macro: Can't find user information)

• Open the ticket and assist the customer

• Flag it as suspicious

• Assign to Level 2

If a customer is requesting for you to change her/his registered email address. Which of the following steps should you do? (Hint, there are 3 steps)

• Tap the clipboard at the top of SupportLand.

• Choose and fill Martha's UPID.

• Choose user's correct access code from the drop down menu.

• Adjust the email by copying and pasting exactly what the user typed.

• Add the additional email user has requested.

Which of the following is listed in SupportLand once a user subscribes and sets up their account?

• The customer's picture and age

• The customer's Access Code.

• The customer's payment method.

• The customer's Add-on purchases. (If purchased)

• The device the customer installed the app on.