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Professional Development

10 Qs

quiz-placeholder

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Assessment

Quiz

Professional Development

Professional Development

Hard

FBM, zendesk, b-six

+3

Standards-aligned

Created by

Melinda Mejia

Used 1+ times

FREE Resource

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

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.

Tags

FBM

3.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

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

Tags

FBM

4.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

When a customer reaches 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

Tags

zendesk

5.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

What do we do with communications that have Karen Sliver and trade@b-six.com involved? Select all that apply.

Disregard and do not escalate in Zendesk.

Upload any wholesale or bulk order

Escalate the issue immediately to BA and COA

Track all communications in the tracker.

Tags

b-six

6.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

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.

Tags

NCX

7.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

On the recent update, how do we communicate customer issues to the BA and COA moving forward?

For all 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, raise it to the brand channel and tag the BA and COA.

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

All 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.

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