Test tuần 20/2024 - AR

Select conditions of customer that agent can cross sell SWE (13/5-17/5)

(choose correct answers)

• Customer left good reviews

  or Customer is satisfied with agent's support

• Store is actively selling

• There are many slides/ images on front store

• Store has >50 orders per month

• Store has <70 speed score

I can use a 7-day trial on the Starter plan, then move to the Essential plan and have another 7-day trial

• True

• False

What should an agent do when a customer requests to export reviews?

(choose correct answers)

• 1. Reject right away since app does not offer this feature

• Ask for reason then noted down as an n/a feature

• 1. Ask for reason, inform the customer that we can only export published reviews on front-store.

  2. Export even customers don't want to give reason

• 1. Using admin tool to export all reviews

 I accidentally deleted all the reviews. Can you help to revert all of them?

(choose correct answers)

• Confirm the reviews’ sources, if they can be re-imported, guide customers to redo

• If the review quantity is not many, use admin tool to revert them

• If store has more than 300 reviews, inform customers that we do not have a feature to revert the deleted reviews. But we can request the Dev team to help, customer need to wait for 12-24 hours

• Apologize as reviews cannot be reverted

I want to edit countries, is it possible?

(choose correct answers)

• Sorry, we don’t support to edit the reviews due to Shopify's policy about reviews' transparency

• 1. Yes, we have bulk edit country feature

  2. Manage reviews > Edit reviews > Edit country code

• Guide customer to hide country in Show reviews

• Ask TS support

• Edit by CSV file

Customer wants to show all reviews of all products

Provide all solutions that agent can support

Evaluate responses using AI:

OFF

Customer use old widget version and review widgets load slowly on front store.

Provide him suggestion

Evaluate responses using AI:

OFF

On 8AM shift, which chat do you need to assign to your box and continue to follow up?

• Pending fulltime

• Partnership

• Pending DEV

• Refund

When starting a shift and receiving on-going case, what should agent do?

• Leave the chat and support new chat first

• Immediately inform customer that you continue supporting them. You will inform them when the case has any update

• Don't have to send message yet because previous agent asked them wait

Which options agent needs to tick/ select on OPR after cross sell?

(choose correct answers)

• Tick CR_TO

• Select Swift at Cross-sell to

• Tick RT

• Select Swift at Cross sell Order