Test tuần 1/2025 - AR

Customer is having an issue with uploading XML file from Google Merchant Center, which steps you should support?

"I am having this issue when clicking on widget on theme editor, please help me"

Steps agent need to do when sending suggestion to customer in an OBD case?

Customer cannot import new CSV file, all data fields is correct, kindly provide your support

There is a pending chat that auto request has been reset to default settings, DEVs have done revert old settings for customer.

After that, you guide customer when they import reviews from Amazon failed, guide them turn on/off Review Box status to make the widget display on front store.
What is the Topic and Issue type when recording OPR?

To refuse customer request, what should agent?

Customer is using Starter plan on Shopify, can he edit and add app block in Customize theme?

• Yes

• No

When informing you are going to check issue/request, which information need to be confirmed with customer?

(choose correct answers)

• Which section/page and issue agent will check

• Link/ name/ position of the section/ issue/ request

• Specific waiting time

• Collaborator/ Staff account

• Customer's phone number

QC/ TS need to have TeamViewer session with customer, which steps agent need to do?

(choose correct answers)

• Inform customer that we need to check and reproduce issue from their side, because on our side we don't get the issue

• Note the case carefully to let other agents follow the case when you are not in shift

• Convert fulltime working time (10AM-18PM) to customer's local time zone and provide working time based on their local time zone

• Heads up that customer needs to install TeamViewer on their PC in advanced

• Update note to let QC/ TS know that we have requested customer

Which information agent should check when having a new chat?

(choose correct answers)

• CA/SA

• Chat segments (GOlang, new import settings, PHP migrated, etc)

• Private notepad

• Shopify domain

• Previous agent's note