Final Process Assessment

1. What is the minimum amount of pages customers in a Photo Book from Shutterfly?

• 91

• 20

• 1

• 111

2. What state indicates the order is being created?

• Converted to Jobs (correct answer, your response)

• CS Closed

• Payment Verification Failed

• Cancel wait

3. What tab in CS Tool is used for processing compensation for order status or order received issues our customers report?

• Replacement Tab

• Credits

• Balances

• Home

4. Where on the chat transcript will you use to update notes for each case?

• Log a note

• Specialty Flows

• Supplied Information

• Other Cases

5. What service does Lifetouch offer?

• Photography for families, schools, and places of worship

• Videography and Photography rental equipment

• None of the above

• Card Printing

• All of the above

6. Which of the following do I need to check in order to determine if an order is late/lost?

• ETA, Tracking, Browser

• ETA, Order status, CCT Case

• ETA, Tracking, Order status

• Tracking, Saved Project, KB

7. What are the internal tools that an agent use to do research?

8. (select the most suitable)

• Google & Bing

• Product Information Page, Knowledgebase, Help Center

• Product Information Page

• Knowledge Base & Help Center

8. What time zone does Shutterfly quote on the website?

• Eastern Time

• Central Time

• Pacific Time

• Central Daylight Time

9. What is the correct verification process?

• First and last Name, last four digits of the credit card, shipping address

• Customer first and last name on the account, and email address associated with the account

• Customer first and last name, and email address on the account

• First and Last name, Telephone number and email address

10. Which of the below is not a shipping method we offer to our customers?

• Economy

• Expedited

• UPS

• Rush