FBSTX

The following sentence is the correct mechanism to handle 2 cases in 1 ticket, except?

• CCO changes case owner in both ticket to the Supervisor

• New ticket escalated to the related department and original ticket is used to communicate with user

• CCO change case owner to CS Lead when original ticket is on hold and the resolution is on CS side

• New ticket is used to document one of the user's inquiry

Take a look at ticket 6758573 and choose one of the options below to find the incorrect scheme:

• CCO does not reset the user's 2FA

• CCO ask verification question for inquiry ticket

• CCO does not offer magic words

• CCO wrongly input case category

What is the incorrect flow when CCO wants to escalate eKYC BSS ticket?

• CCO must follow up via integrated Slack channel on Zendesk and add @here to mention PM

• CCO escalate the ticket to Account Ops team

• CCO escalate to PM directly via integrated Slack channel on Zendesk

• CCO change the case category that suits the inquiry/request

Below are the list of case that need to be escalated via Google Form to Fazz Business engineer, except?

• Unable to access developer tools

• Unable to log in and other account issues

• Unable to export account statement

• Set up API integration

Based on your understanding, what is API send in Fazz Business ID?

• System that process cash out transaction from Fazz and Merchant's integration

• System that withdraws merchant's balance to its verified bank account

• System that accepts payment of Merchant's products/goods

• System that transfers to other bank account with additional charge

What are the StraitsX' merchants that offer transaction through Direct Bank Transfer method?

• Crypto.com, Liquid, Partipost

• DeZy, Coinhako, Tokenize

• Coinut, Luno, Zipmex

• Independent Reserve, Partipost, Crypto.com

The following issue applies to StraitsX case category Complaint::Fiat Transfer In::Transfer is not reflected, except?

• Transfer in is completed but has not been reflected to account

• Transfer in fiat from bank account to merchant account has not been credited

• Transfer in to wrong UBA/VA

• Transfer in still pending

In what scenario CCO should follow up to the user regarding verification question?

• User provided the full name according to the admin panel

• User's answers to additional questions are correct

• User provides the same merchant that is linked with their account

• User provide full name with abbreviations

What is not true regarding the scheme of handling FazzBiz SG ticket with case category Complaint::Account Issue::Unable to log in?

• CCO forward the ticket to Sales Team

• CCO able to solve the ticket depends on the case

• CCO should escalate to Fazz Biz Engineer via Google Form if there is technical issues

• CCO can escalate to other related department

The correct flow when Sales Team forget to remove the Support Email when handling ticket from Fazz Business SG user would be:

• CCO escalate and ask removal to Slack channel #fazz-biz-eng-support-request

• CCO ask to remove on Slack channel #fazz-biz-sg-cs-escalation

• CCO escalates for removal to Slack channel #fazz-biz-ops

• CCO send internal note to Sales team via Zendesk for removal