Understanding the Issue & Effective Inquiry

What is one of the main reasons why many agents fail one of the Big 4 BCx criteria?

• Lack of ticket closure

• Lack of acceptable solution

• Lack of understanding of the problem

• Lack of product information

Answer explanation

One of the main reasons why many tickets fail in key criteria is due to lack of understanding of the problem, which hinders providing an acceptable solution.

What should be done if the requester's problem is not understood?

• Provide a solution to what you think the issue is

• Manually close the ticket without solving it

• Ask the requester for more information

• Transfer to another agent

Answer explanation

If the requester's problem is not understood, the correct action is to ask the requester for more information to clarify the issue before proceeding.

What type of questions allow for a more in-depth investigation of a problem?

• Short answer questions

• Yes or no questions

• Open questions

• Survey questions

Answer explanation

Multiple choice questions allow for a more in-depth investigation of a problem by providing various options to choose from, leading to a deeper analysis and understanding.

What should be done if the user's problem cannot be recreated?

• Close the ticket as unresolved

• Request a screen recording

• Ask the user to resolve it on their own

• Ignore the problem

Answer explanation

Request a screen recording is the correct choice as it can help in understanding the issue better even if it cannot be recreated.

What resource should be used to search for documents related to the applicant's problem?

• Google

• Lark

• Athena

• SME Platforms Group

Answer explanation

To search for documents related to the applicant's problem, the resource that should be used is Lark.

What should be done if a user is having trouble loading a specific file?

• Ask them to fix it on their own

• Request them to send the file with error

• Do nothing about it

• Close the ticket without further action

Answer explanation

Request them to send the file with error

What should be done if a user does not receive the 2SV code in TT4B?

• Use Scuba to confirm if they enabled 2SV

• Escalate to GTPS

• Use Olympus to confirm if they have 2SV enabled

• Ask them to go to User Settings and Enable 2SV

Answer explanation

Use Olympus to confirm if they have 2SV enabled

What should be done if a user cannot create an advertising account from their BC or manage payments?

• Tell the requester to open a ticket in MMM

• Use Scuba to verify if it's a Regular BC

• Escalate to GTPS

• Recategorize to MMM

Answer explanation

Use Scuba to verify if it's a Regular BC

Which of these actions should an agent take before to perform an effective inquiry?

• Check the requester's TTAM/BC

• Verify the information provided by the requester

• Reproduce the Issue

• Submit an SME Support Request

• Play around with the campaign / ad group settings

Answer explanation

Consult the Business Help Center is the correct choice as it provides specific guidance and support for resolving issues related to campaign budget optimization.

Can agents submit a support requester on the Platform Vendor's Support Group in Lark?

• Yes, it's there to support us

• No way José!

Answer explanation

Verify the correct roles should be done if a user is having issues with the roles of their campaigns. This ensures addressing the root cause of the problem.