Test tuần 17/2024 - AR

What should agents do when recording chat on OPR extension get FAILED?

(choose correct answers)

• Check on OPR dashboard whether the chat is recorded (regardless Failed status on extension)

• Post on Slack to check and confirm with other agents

• If extension has not recorded chat yet, record directly on Dashboard with 'Record' button

• Ask mentor and TS check immediately

• Disable then re-enable OPR extension to check

Provide all steps and explanation agent should support when customers complain app's widget make store slow loading

Evaluate responses using AI:

OFF

Agents should reload TSM dashboard on OPR every 5-10 mins to update case status

• True

• False

Which topic is the most priority when record chat by OPR?

• Refund

• Pending

• Error

• Others

• Support

How will you guide customers when they complain that import reviews from Amazon always failed?

(choose correct answers)

• Inform that Amazon has strict policy to block importing reviews

  based on device's IP, VPN's IP, network's IP

• Ask customers try to import many times until they import successfully

• Suggest importing with and without extension to see which way will work on their case

• Suggest importing with other VPNs (use VPN apps)

• If customers try all ways but import still failed, inform that we will ask technical team support them

Agents need to ask customers uninstall app immediately when they want to get refund,

for both monthly and annual plans.

• True

• False

Customer contacts to ask about Transcy, how should agent support?

• Ask customer wait 12-24 hours, assign to CS box and post Slack #general to let fulltime know

• Guide customer contact Transcy team via live chat in-app or mail [e-mail]

• Send message to Transcy team and give customer's info to let the team contact customer

• Inform customer that we have sent their request to Transcy team, then forward request to Transcy support mail

If customer selected 'translate to Spanish' in Import settings but imported reviews are not in Spanish, how can agent guide and support?

Evaluate responses using AI:

OFF

Agents can support customers import reviews and customize all widgets, don't have to guide customers how to do these actions

• True

• False

If customer is using theme version 2.0 and he has 12 product template, who should be the person help customer add rating stars on all product pages?

(choose correct answers)

• TS fulltime

• QC/DEV

• CS

• TS (only when CS in high traffic and CS need to note their situation to ask TS help)

• Guide customer to add by himself