KC 56 POD 1

KC 56 POD 1

Professional Development

10 Qs

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KC 56 POD 1

KC 56 POD 1

Assessment

Quiz

Professional Development

Professional Development

Easy

Created by

Melinda Mejia

Used 1+ times

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When should we add the BMs as followers in a Zendesk Ticket?

In a standard escalation, the BMs need to be added all the time.

There is no need to add them in a standard escalation that a COA can handle.

We never add BMs as followers in a Zendesk escalation.

We only add them to all standard escalations, for FYI.

2.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

2. How do we handle FBM cancellations correctly?

We should cancel it by clicking "Accept Cancellation"

We raise the concern directly to the brand channels.

Inform the COA and BA right away.

We don't need to do anything, we just have to note on the ticket the customer wishes to cancel his FBM order.

3.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

3. When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply

Concern, Purchase, ASIN/SKU

Full Product Name, Date of Purchase, Order ID

Issue, Key Ask

Ticket number, Customer's name, and address

4.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

4. When a customer reaches us about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?

Duplicate Items - All Brand Tracker

Mixology & Craft- Duplicate Tracker

Review Management Tracker

All Brands Replacement Tracker

5.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

5. How do we communicate NCX issues moving forward?

For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.

We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.

No escalations are required. The BM and COA should already be on top of this.

All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.

6.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

For which brand is this update applicable for?


"As we all know, we've changed suppliers and there are new stocks (different frequency) coming in. CORs might come across requests to fulfill replacements for the newer version. We are in the process of moving some of the old inventory out of Amazon into a 3PL. Newer ones are basically in Antiope and Drive Auto but this might change in the coming weeks so watch out for any further announcements."

Guardline

Drive Auto

Dark Iron Fitness

ALL 3PL Brands

7.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

For Galleria Brands: Select all correct steps when washing ties.

Wool. Only dry clean your wool ties when it is absolutely necessary.

Cotton. Hand wash gently in cold or warm water

Linen. Linen ties need to be hand washed gently in cold or warm water.

Silk. When you wash your silk neckties, make sure to dry clean only.

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