Quiz #2. Learning more about Disney Plus

How are you feeling today?

• On fire!!!

• I just want to sleep

• I don't know what I'm doing here

• I need my breakfast

What does the CAMP tool means?

• Connect/Acknowledge/Magic/Personalize

• Create/Acknowledge/Magic/Personalize

• Connect/Acknowledge/Match/Personalize

• Create/Acknowledge/Make/Personalize

What can you do if you don't find the customer's account in SNOW?

• Do not create the incident

• Type donald duck email address

• Create the consumer

• Make it up

How many chats can you receive at the same time?

• 1

• 2

• 3

• 4

How can you look up for a customer's account?

• Email address

• First and last name

• Last four digits of CC

• All of the above

What should you fill up in the work notes in a common interaction?

• Reason / Resolution / Incident Number

• Reason / Resolution / Personal information of the consumer

• Reason / Resolution / Additional Info

• None of the above

In a closing you have to mention..

• Recap / Your name / Survey

• Offer assistance / Survey

• Survey / Recap / Offer assistance

• Anything you want

When can we create a customer under Donald Duck email?

• Minor is calling

• CX doesn't want to provide email

• CX just want to ask a quick question

• CX doesn't have an account yet

Which one can be a verification piece

• Email Address

• Zip code

• Last payment amount

• All of the above

How do you close a case?

• Fill Information and Close

• Save and Close

• Close and Save

• Close