GTPS Go Live Audit Feedback Quiz

Can you share internal documents, links, media or other assets to external clients on the Self-serve Platform?

• No Way José

• Yes, that's okay.

• No. Period.

• Yes, only if you share bits and pieces (i.e: screenshots).

To prevent failing a ticket, an advertiser and your Trainer: how can you be sure you provided the correct solution?

• Send a Lark message to the client and ask them if they think it will work

• Verify the solution by double-checking its accuracy and completeness

• Submit an SME form

• Ask a senior agent

Where can you find the correct product information when troubleshooting a ticket?

• Your Bookmarks

• Doing a Lark Search

• Platforms SME Support Group (searching or submitting form)

• Google

Which are not effective troubleshooting techniques?

• Escalating the ticket to a different team

• Asking the client to perform irrelevant troubleshooting steps

• Not verifying the extent of the issue

• Verifying the information provided by the client

• Asking for Screen Recordings

For what type of ticket you must select Question Type and Product Insight Tag - YES OR YES (no ifs, ands or buts)

• Internal Tickets & Self Serve Tickets

• Business Support & Self-Serve

• MI & MMM Tickets

• Internal Tickets & Business Support

(Until further notice) What happens on a Self Serve Ticket if you don't select a question type?

• Nothing happens, it is currently irrelevant

• It's a Pass.

• It's a fail.

• It's NA (Not Applicable)

An MI Appeal Internal Ticket correct Question Type is "Submitted by Mistake," what's the correct Question Type for a Business Support Ticket?

• Submitted by Mistake

• Best Practices & Optimization Related

• Generic Questions / Clarification

• Technical Issues/ Troubleshooting

You received a Platforms Ticket, it is incorrectly categorized, however, with the correct categorization the ticket remains a Platform ticket. After you complete to recategorize the ticket, who is supposed to troubleshoot it?

• Global (GTPS)

• Athena will assign a new agent

• Must communicate with Team Lead to recategorize

• Yourself

Which document can you use to verify the correct categories?

• (External Athena Categories)

• The Platform's Bible

• BPO Vendor SOP

• TT4B Login Issues Troubleshooting

If you receive a ticket in Vietnamese and you speak Vietnamese do you handle the ticket?

• Yes, of course.

• No, I re-assign to my Team Leader.

• Yes, but I must translate my answer from English to Vietnamese.

• I send them the appropriate First Response Template for BS and SS.