Build a Bear Knowledge Test - July 2023

If the guest is having issues placing an order, what is the best option to offer if you are in chat&email?

• Schedule a call back

• Ask them to call

• Say "there's nothing else we can do"

Can a L1 agent cancel $10 coupons?

• Yes

• No

Can a L1 agent modify parties that will take place in more than 2 weeks?

• Yes

• No

Should I add more words to the templates?

• We should ONLY add a short empathy and ownership statement and use the template as it is.
• We should add more wording because the guest will appreciate it
• It's great to create our own templates and save them in private templates.

Does the RYV work for US AND Canada?

• Yes, for both

• No, only for US

What options can we provide to a Guest that couldn't enjoy the CYC because the month of their birthday has passed already?

• We could offer Birthday Coupon because it will be faster

• We can offer points that will take more time

A guest said that he/she wanted to purchase just the sleeper of a Pokemon bundle, what template would you use to respond?

Are we accepting screenshots as proof of "Opted in" for GDPR and activate the account?

• Yes

• No

If a guest could not apply a gift card to an order and we offer to apply the gift card once the order was placed, what type of FUR should we create?

• Web Order Refund

• Gift Card Request

There is a coupon in the website saying "FREE Shipping in all orders" but the disclaimer says only for 5$50 orders or more. How should you categorize this case?

• Coupons/Mailers
• Place Order - Discount Issues
• Place Order - General Help