ZD exercise

Which Zendesk tags are we supposed to always use when replying to the customers email?

• HQM-URL, Invoice number, Type, CX Topics, Priority

• HQM-URL, Invoice number, Type, CX Topics, Security Topics

• HQM-URL, Invoice number, Type, CX Topics, Member ID

• HQM-URL, Invoice number, CX Topics, Tags, Member ID

What tab on Zendesk do you click to show the most recent orders of the customer?

• Submit

• Apply Macro

• Zendesk Products

• Apps

What will you do if you found out that the email that you are working on has a duplicate email and it was already responded by someone else?

• Reply to the customer with the same message

• Solve the ticket and tag as duplicate email

• Reply to the email and confirm that there is already a response that was already sent by one of your colleagues and merge the ticket

• Merge the ticket

You will need to reach out to the warehouse team/measurements and request for measurements which macro will you use?

• Measurements request (Size/Fit Questions)

• Measurements NA/sold out

• Measurement request - Measurements (Internal note) (Ask for measurements, photos, item weight)

• Will not use any macro and just assign it to warehouse group.

The customer mentioned that they have forgotten to add the apartment number to their shipping address but the order has been shipped. When you check the tracking, the package is currently in transit. Which department will you reach out to for us to help the customer?

• Warehouse/Shipping

• Logistics/Logistics

• Warehouse/Measurements

• Returns Group/Returns

The customer mentioned that the item that they have received is damaged. You are the first one to reply to the customer. Which macro will you use?

• Damaged item(s) - Ask for pictures

• Wrong item sent - Ask for Pictures

• Ask for pictures in .jpg format

• Damaged Item(s) - Escalate to Product Claims

Melissa ordered a pair of KIKO KOSTADINOV Gold Asics Edition Gel-Teserakt Sneakers as a birthday gift to her sister. She was not home when the package arrived. The parcel was left on her doorstep. When she checked the box, it was damaged and the shoe laces are not in the box. What macro will you use to help this customer?

• Damaged item(s) - Ask for pictures

• Damaged Item(s) - Escalate to Product Claims

• Missing / Empty Package - Ask for Pictures (claim)

• Ask for pictures in .jpg format

Andrew ordered the ESSENTIALS Khaki Knit Hoodie for $240 CAD yesterday and when he checks the item today, the price went down to $200 CAD. When you checked the item, the size that he ordered is still available but the the PPA button doesn't allow the change. What macro will you use to help this customer?

• Price Adjustment - processing (agent)

• Price Fluctuation - Confirm Terms

• Price Match

• Price Adjustment Request (Internal)

Karla ordered a SAINT LAURENT Black Small Kate Chain Bag and received the package 5 days ago. She just found out that she already bought the same bag and wanted to return it, The item was ordered August 20,2021 and was delivered to her on August 26, 2021. Assuming that the date today is September 9, 2021. What macro will you use to respond to the customer?

• Exchange + Return Policy

• Late Return Request - Denied

• Return Status

• Final Sale Exception return request

The customer has responded to your email. You have crafted your reply and updated the due date for 3 days, member ID and CX topic. How will you submit the email?

• Submit as Open

• Submit as Pending

• Submit as On-Hold

• Submit as Solved

• Submit as New