Retro quiz 27.02

When will the new bundles pricing experiment be launched?

• Already been launched on February 20th

• March 1st

• March 20th

• Q2, date not certain yet

When should CS post to the #refund-requests channel?

• When the user has an AE/CSM rep assigned

• When the refund amount is from $1500-$2500.

• When the refund amount is less than $500.

• When the refund amount is more than $2500.

• When the refund amount is from $500-$1500.

Answer explanation

1. Refund amount is above $500:

2. - $500-1500

3. - $1500-2500

4. - $2500 >

What new plan&pricing bundles are offered to users during the bundles pricing experiment?

• Content Marketing

• Advertising

• • Semrush social

• • SEO (standard: as is)

• Local Business

Which users are able to create tickets that will be sent to OOO tickets q?

(relevant untill 26.02)

• paid users when all CSS are OOO

• free users

• free users who don't get a reply from the bot

• free users when all CSS are OOO

• paid users

You need to post to the #refund-requests channel since the refund amount is $1450.

What information must be included in your post?

• Refund amount & Reason for refund

• Within grace period or not

• AE, CSM-R, CSM-O

• AE+CSM's managers'

• User ID

Answer explanation

User ID is the ID in admin. User's ID is optional.

User's email must be included in the post.

What else should be included in the #refund-requests posts besides the below info:

- User email

• - Within grace period or not

• - AE, CSM-R, CSM-O

• - AE's/CSM's manager

• - Refund amount

• - Reason for refund

When should CS tag @d.makhusaev in the #refund-requests channel?

• When no AE/CSM manager was tagged

• When it is outside the grace period

• When the refund amount is above $2500

• Only when all information is provided in the post/thread

• By APAC CS never, they should tag @cscasedistributors to tag Dima during their shift

When should CS tag @e.vaulina in the #refund-requests channel?

• When @d.makhusaev is on PTO and the refund amount is above $2500

• When it is outside the grace period

• By CS APAC never, they should tag @cscasedistributors to tag Kate during their shift

• Only when all information is provided in the post/thread

• When there is an unclear refund reason

Who will be able to purchase the new plans&pricing bundles?

• All users

• Only a portion of new and non-registered users

• Only free users

• Only free users who never had trials

• All paid users

What to do with a ticket from the OOO ticket Q if it's an L2 inquiry?

• Doesn't matter what role the CS is, they do all tickets from the Q.

• CS must reply in the ticket with a template informing another team will handle their inquiry and leave it in the OOO tickets Q.

• Secondline CS can take the L2 ticket straight from the OOO Q if they are on shift.

• Frontline CS must forward all L2 tickets to the 'EN Line 2 team' Q in Intercom.

• Frontline CS can forward L2 tickets to the 'EN Line 2 team' Q and should do this for all tickets when there is no Secondline CS on shift.