StraitsX - February

Which statement is true about handling requests from FazzBiz SG sales team?

• The FazzBiz SG sales team will send an email request to the email address [e-mail] then CS will receive an email with a certain email subject with additional cc: other teams as visibility

• Requests from the FazzBiz SG Sales team will be sent via the webform https://support-sg.fazz.com/hc/en-us/requests/new by selecting the Request from Fazz Biz Sales form so that the reporting goes to CS

• Reporting from the FazzBiz SG Sales team will be sent via Telegram which will then be received by CS as a social media reporting ticket

• Requests will be sent via the Slack channel

What should the CS team do if they receive a request ticket from the Sales team that doesn't require escalation?

• CS can answer questions submitted by Sales

• CS can immediately Solve the ticket by giving an internal note 'No need for escalation'

• CS direct Sales to check the FAQ to find the answers asked

• CS can use the 'Spam' macro then Solved the ticket without having to reply to Sales

Verification Question Automation will not be sent to the User if the following form is selected, except?

• [SSG] Business Accounts

• [SSG] StraitsX OTC

• [SSG] Fiat Transfer In & Transfer Out

• [SSG] StraitsX Mint

The screenshot shows that?

• The report ticket status changes to Pending due to a system error on the Zendesk side used by CS

• The report ticket receives Verification Question Automation because it makes a report via Webform and chooses the right form then the status changes to Pending because it is waiting for the User to reply to the email by attaching the requested data

• The ticket was sent a Verification Question Automation by CS then the status changed to Pending because it was waiting for the User to reply to the email by attaching the requested data

• The ticket was wrongly submitted by CS, it should be able to be submitted open after the data request question was sent

What should CS do if they receive a report from Hoiio containing problems (which do not need escalation) but no other reporting tickets are found?

• CS will open the Hoiio ticket so that another CS can continue the process

• CS will submit the ticket as Solved because no other reports have been found

• CS will send an email to the User to confirm the problem

• CS will contact the User and provide an answer to the report

CS in charge of monitoring FazzBiz & StraitsX transactions will check on?

• On the Slack channel #stx-gemini-cs-sync

• On Notion Blocked Transactions

• On the Blocked VA Transactions Page tab and the Unclaimed Bank Rows Page tab in the Admin Panel

• On Gsheet Blocked Transactions

The following are issues related to Earn, except?

• Earn's account is blocked due to Fraud

• Withdrawals from Earn are not completed until the next business day

• The Earn transaction status is stuck for a long time

• An error occurs when there is a transfer or withdrawal of funds in Earn

What is the final result of User reporting on reporting ticket 6627510 based on information from the Compliance Team?

• Changes can be made if you include a statement letter from the church where you are baptized

• Name changes cannot be processed because the baptismal certificate is invalid

• User name changes can be processed if other supporting documents are attached in the form of a parent's statement

• User name changes can be processed by attaching a baptismal certificate

What error did CS make on the following reporting ticket 6615907?

• CS incorrectly filled in the case category

• CS does not fill in the Requester field for Zendesk's complete left field

• CS does not send public replies to Users to confirm information from Account Ops

• CS gave an answer to the Account Ops team not on the internal note

What are the correct conditions regarding the annual spending limit for XSGD?

• Limited to 5000 XSGD per year

• Limited to only 30,000 XSGD per year

• Limits are adjusted to the limit settings made by the User

• There is no annual spending limit for XSGD