Nesting - Week 3

We should ask for the Support Pin during the Termination Call.

• True

• False

• True, if the client did not send it via Email.

• False, unless the client is high value.

What can we find in the Interactions tab in the client's profile in Salesforce?

• Client's history of partnership actions.

• Client's Economic Profile & KYC.

• Summary of Trading activity & Payment operations.

• Previous Chats - Cases - Phones

In BackOffice, the term "_____" refers to a transaction that is associated or connected with another specific payment transaction.

A client came to chat and said, "Why did my order #3312456 close at 130.10 when my SL was set at 129.20?"

How can the CSE check that in BackOffice?

• User info > Trading Accounts

• User info > Trading Summary

• User info > MT4/5 History

• Reporting > Ticks Report

Choose how the support agent can check the screenshot that has been sent by the client during a previous chat.

We can check the reason for the cancellation of a pending order using the Investigation Tool.

• True

• False

The client wants to request a new VPS with 5 MT4 terminals, what should the CSE do?

• Escalate a case to the specialist.

• Guide the client how to choose that upon requesting.

• Ask the client to contact us after the VPS is ready.

• It is not possible to set 5 MT4 terminals.

We should ask the client to show their POI during the ST change video call.

• True

• False