Study Guide

You are chatting with a viewer, and they need to update their payment information. What button should you click in Salesforce to initiate the chat payment slider? (Hint: Use your KB resources to answer)

• Request Credit Card

• Upload Allowed

• Launch Flanders

• Internal Chat  

What premium content add-ons are available to Hulu viewers?

• HBO Max, STARZ, Prime Video, Showtime

• HBO Max, STARZ, Cinemax, Showtime

• All of these

• HBO Max, STARZ, Cinemax, Paramount+

What are the lengths of free trials available to new and eligible returning Hulu subscribers?

• Hulu + Live TV → 30 days

• Hulu (Ad-Supported) Monthly or Annual Plan → 30 days

• Hulu (Ad-Supported) Monthly or Annual Plan → 7 days

• None of these

Choose the statements that are correct regarding concessions.

• A VXA can provide up to 4 months in concessions.

• A VXA should ask a RS to perform all refunds.

• A VXA can provide a list of potential concessions to a viewer.

• A VXA can provide up to 1 month in concessions. A VXA should perform a cancellation when issuing a refund. 

Where would you direct the viewer to update their payment information?

• Hulu.com/help

• Hulu.com/payment

• Hulu.com/devices

• Hulu.com/account

You have ___ seconds after a call or chat to complete After Contact Work (ACW).

• 15

• 45

• 30

• 90

Hulu is guided by the DMED Values. What are the DMED values?

• Integrity, Inclusion, Inspiration, and Innovation

• Inclusion, Inspiration, Intelligence, and Inspection

• Integrity, Intervention, Innovation, and Inclusion

• Integrity, Inclusion, Inspiration, and Intelligence

TRUE/FALSE: Attributions can be changed if the original primary attribution is not the correct root cause.

• True

• False

Which statements are true when a viewer cancels their account?

• They can sign up for a free trial immediately with their same email address.

• They can receive an automated refund.

• They will be billed again in the future.

• They receive an email confirmation of the cancellation.

An advocate is working in Salesforce. After they select a household, what must they do next in Salesforce?

• Finish case notes

• Review the knowledge base

• Choose attributions

• Enter the viewer's phone number