Disney Study Guide

Every case must have an associated __________.

• IP address

• Household

• Parent Case

• Resolution

What is the name of our phone system within Salesforce?

• Five 9

• Baymax

• Flanders

• InContact

Which of the following pieces of information can be used for account verification regardless of the viewer's billing type?

• Last 4 of the card on file

• Email address and previous email address

• First and Last Name

• Gender

When troubleshooting, your goal is to _________.

• get your viewer off the phone to keep AHT down.

• Identify the root cause of the issue and troubleshoot accordingly

• Educate the viewer so they can just self serve.

• None of these

A VXA saying, "Just to confirm, you are experiencing buffering when streaming Peyton's Places on your Xbox, correct?" is an example of __________.

• Verification

• Empathy

• None of these

• Acknowledgement

Inappropriate disconnection of interaction, failure to utilize correct account verification methods, rudeness to viewer, and failure to fill out a case are all examples of ________.

• Mishandling

• Promotional Awareness

• Work Flow

• None of these

Which tool is used to look up viewer account statuses, modify billing information, change subscriptions, and request refunds?

• Incontact

• Salesforce

• Baymax

• Big Hero

When a Disney+ viewer needs help activating a device, the correct level one attribution is ____________.

• Activation

• Manage Devices

• None of these

• Setup My Service

VXAs must describe the reason for contact, troubleshooting steps completed, resolution reached, cancellation reasons, and any next steps, commitments, or expectations set with the viewer in the __________.

• CSAT

• Resolution Description

• None of these

• Attributions

When a viewer shows excitement for a product or experience, the advocate should ____.

• notate the shows they say they like

• Express joy or another positive sentiment.

• remain silent

• None of these