StraitsX

The following statements regarding case category are correct, except?

• The case category selected by the user when making a report via the webform cannot be changed by CS

• Used for mapping actual user constraints

• Tickets will use the Temporary case category as an initial initiative

• The Non Business category case is used for reports regarding cooperation offers

What is the function of the case category: Unable to connect bank account to merchant

• User is facing an issue or difficulty to link a bank account to a merchant associated with StraitsX (DBT merchants) due to an issue on the StraitsX or merchant side

• Users inquiry about the verification process for their bank account

• Users complaint about difficulties encountered when trying to add or verify their bank account

• Users complaint about their bank account verification is being stuck in a pending state

What additional information should the CSO team provide to users who mistakenly transferred funds to the old StraitX Address?

• Educate user on how to find the new StraitX Address and how to delete the old StraitX Address

• Provide a new StraitX Address at the end of the email reply

• Delete the old StraitX Address then change it to the new one directly on the system

• Escalate the problem to the relevant team to change the StraitX Address user in the account system

What issues are currently being escalated by CSOs to the SG Prod Ops team?

• If the user mistakenly transfers funds to the old StraitX Address

• StraitX user accounts are always forced closed

• Users have trouble deleting the old StraitX Address in their account

• If the user cannot log in to the StraitX account

In order to escalate to the Recon ops team, here are some data that must be attached except?

• Transaction amount, registered mobile number, transaction date

• Recipient's account name, transaction amount, reference number

• Recipient account number, transaction date, transaction details

• Transaction status, proof of account mutation, reference number

What data should be asked in advance to a user who wants to renew the expiration date of his work permit?

• Full name registered in the account. The last 4 digits of the identity card number. Date of birth. Transactions for the last 3 months

• Full name registered in the account. The last 4 digits of the identity card number. Date of birth. Screenshot of MOM submission

• Full name registered in the account. FIN front page photo. Date of birth. Transactions for the last 3 months

• Full name registered in the account. FIN front page photo. Screenshot of MOM submission. Transactions last 3 months

What should a CSO do if it receives a report from a Merchant end user?

• Direct the user to make a report to the Merchant so that the Merchant makes a report to Xfers

• Use the #AssigntoAccountOps macro so that the ticket can be immediately followed up by the Account ops team

• Use macro spam then set ticket as Solved

• Verify, ask for completeness of data then escalate the problem to Account Ops

The following are things that a User can do with their XSGD, except?

• Pay transactions both online and offline

• Buying other cryptocurrencies

• Earn interest/profit from XSGD

• Sending the crypto money to colleagues / friends

Here's how CSOs can do to check whether the user's reporting has received an automate email?

• Via Zendesk tags and events

• Through tags and confirmation from User

• Via Zendesk events and user reporting history

• Through user reporting history and confirmation of user data

What happens if the user doesn't respond to the automate email?

• After 3 hours, the ticket status will be Open to CSO, and CSO must confirm whether the user will continue reporting or not

• After 3 hours, the ticket status will be Open to CSO and an automate email will appear for the Zendesk user to be reconfirmed by the CSO to the user

• Tickets will remain Pending with SLA 2 working days, after that it will be automatically Solved if you don't receive an answer

• Tickets will open to CSO after 1 hour if the user does not confirm the data