Lifetouch Canada UC - Quiz 2

What is the ordering site for Lifetouch Canada - Underclass jobs?

• Mylifetouch.com

• Mylifetouch.ca

• Shop.lifetouchprestige.com

• Shop.lifetouchprestige.ca

Answer explanation

MLT Canada is Mylifetouch.ca

MLT US is Mylifetouch.com

If a proof customer do not have the portrait ID and access code and refuses to fill out the Image Access Request form, what else can they use to order online?

• Order#

• Picture Day ID

• APO number

• Student ID

Who among the following can fill out image access request form? (choose all that applies)

• Parent

• Grand Parent

• Legal Guardian

• Step Parent

Answer explanation

Only the parent or legal guardian can fill out the image access request form. If the caller is a 3rd party and tells you they have the authority, they should send us their legal documents showing that they are authorized party to get codes for the student and it will be subject to legal review.

What does CSP stand for?

• Customer Success People

• Customer Service Portal

• Customer Service Partner

• Customer Service Pool

Which system do you use to view the raw image of a student and get the reorder #?

• CSP

• CSS

• Portrait Viewer

• Webwip

Answer explanation

What is the article number of Transferring Guidelines in Salesforce Knowledge Base? (include all 0s)

What will you do if a parent tells you that we have the wrong grade for the student and they need the ID card reprinted?

• Open a ticket in SNOW for grade correction and ID reorder.

• Refer to Area office

• Escalate the call

• Consult Peer Suport

Answer explanation

If data change would lead to ID card reorder, we should refer the customer to area office as they can handle both data change and reprint of ID card.

A customer calls requesting you to correct the last name of the student. What do you do? (No ID card was provided at school)

• Escalate the call

• Open SNOW ticket for name correction

• Refer to Area office

• Tell customer we can't do that.

Answer explanation

We will only refer a data change to area office if ID reprint is required or requested.

In submitting a SNOW ticket, what box do you need to check mark to make sure that only the necessary fields for CS will be asked?

• Business Line

• Request Type

• Customer Service Filter

• Submit

Answer explanation

If you do not check this, many more boxes to fill in will show which are not necessary for a CS request.

When submitting an order adjustment in CSP, what do you need to do to make sure that it will be produced? (choose all that applies)

• Choose ship to customer instead of account

• Leave the ship to wherever it is defaulted to

• Leave notes in the adjustment reason if there are important instructions.

• If the appropriate adjustment reason do not have the space for notes/instructions, choose another one closest that will let you leave notes.

Answer explanation

Our lab requires that for all adjustment orders,

1. we choose ship to customer always. Even if it needs to go to the account/school, we still choose ship to customer and just copy paste the account address

2. We leave notes if you need to let the lab know o any instructions

3. If the appropriate adjustment reason do not have the space for notes/instructions, choose another one closest that will let you leave notes.