Refresher Workshop: Utilizing IKBs and HC Articles

Using the IKB for Lost Accounts, what is the third step in the investigation process?

• Collecting PII

• Request assistance

• Compare information

What is the IKB for login questions related to users' ability to log in to their Patreon account, and signup questions related to users' ability to either create an account or become a member of a creator?

• Login and Signup

• Signup and Login

• Common Login issues

When explaining how monthly charge upfront billing works for Annual Membership, we should remind the member that they will be charged after a year of their membership, so there will be no charges on the join date.

• False

• True

What is Patreon's VAT number for New Zealand?

• 9909568799

• 134200197

• 7230798911

When it comes to Content Access, what occurs if members with monthly charge upfront decide to upgrade their membership?

• Payments made for the month are added to the upgrade, and the difference is paid. On the first of the month, the member pays their higher membership price.

• Paid members pay upfront to join the creator’s Patreon and pay for each month of access on the first of each month following the initial payment.

• Once upgraded members will have immediate access to the higher tier and will only be charged the higher amount on the 1st of the following month.

Based on the Cancelling Memberships IKB, if a member's issue is that they are unable to access their accounts and cannot cancel their memberships on their own, what is the third step we should take to assist them?

• 1. Address the issue they’re having when trying to cancel

• Confirm if the member has an account with the email address they’re writing in from

• 1. Help the user get back into their account, whether that’s updating their email address or helping them reset their password

Part of our Customer Service Workflow involves five key elements that we should prioritize, as our tickets are evaluated based on them, which can help you pass your QA Evaluations. What is the fourth key element?

• 1. Appropriate Responses

• Tools Usage

• 1. Voice/Soft Skills

When editing a membership and a member wishes to cancel their membership through the app, what is the second step we should tell the member?

• 1. A list of all your memberships in alphabetical order will populate on the screen

• Tap on Edit Membership

• 1. Tap on the membership from this list to go to the full member view of the creator’s Patreon

What is the third step in changing currency for a new membership?

• Click the Update button, and your payment amount will automatically update in the Order Summary

• 1. At the bottom of the page, click on the Currency code displayed (e.g., USD, EUR, GBP, etc.)

• 1. Choose the preferred currency and click the Update button to save your settings. Your payment amount will automatically update in the Order Summary 

What Help Center article should I provide if the member is inquiring about the steps to change their language preference on Patreon via desktop?

• Languages on Patreon

• Supported languages on Patreon

• How to edit languages on Patreon