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WorksheetsTraining refresher
Total questions: 60
Worksheet time: 31mins
If you can not find the gift card using the gift card workflow or the customer can not read the serial number, the customer must send an image of the back of the gift card. In addition to the gift card image, what else does the customer need to send you?
Their bank account information
An image of the gift card receipt
The name of the product they wish to purchase
An image of the front of the card
When using the gift card workflow, when should you authenticate the customer?
Redeeming a gift card for a customer
Checking the gift card details
The customer requests a refund because they thought they could use the gift card for hardware
The customer redeemed the gift card to the wrong account and wants to transfer the balance to another account
A customer contacts support because they can not redeem their gift card. Using the gift card workflow, you discover that the card has not been activated by the retailer. Before escalating or consulting the case, what should you confirm with the customer first?
Confirm the payment method used to purchase the gift card
Ask them to send you an image of the gift card
Confirm the customer already contacted the retailer to activate the card
Ask them to send you an image of the receipt
User Ross called to report that every time he tries to redeem a $25 Play gift card on his account, he gets the error, “We need more info to redeem your gift card. Send us details.” Which of the following statements are true about how you would help him? Select ALL that apply.
Attempt to first redeem the gift card using the Play gift card workflow
Ask the user to fill out the form on the ‘Send us details’ hyperlink
When asked for a time line for a response, inform the user that we don’t have visibility on the status as it’s handled by a different team
Escalate case to Tier 2 if the user insists
If the Gift Card is damaged, can we redeem it on behalf of the customer?
Yes
No
Can we redeem the Gift Card for the customer if he/she is receiving an error message?
No
Yes
Maybe
Which one of the following doesn´t match the criteria to join a family group?
Have a Google account
Have 13 years
Be part of a Family group
Live in the same country as the manager
All of these are examples of a Family group feature on Google except...
Google Play Family Library
Family Calendar
Family Link
Google Play Family music plan
What kind of books can be shared?
Rental
Free Books
Purchased
Textbooks
A feature is eligible to be shared when...
Is bought
Have the eligible simble (house with a heart inside it)
Have the eligible simble (parent holding hands with a kid)
Is free
Which of the following is used as a oficial family payment method?
DIrect Carier Billing
Mercado Pago
Credit/Debit Card
Google Wallet
A kid´s under 13 can redeem a Gift Card into his/her account?
No
Yes
Maybe
What is the minimum age for someone to redeem a Gift Card into his/her own account?
18
13
12
14
What would be the best response for a Hard Reject types of Refund requests?
Unfortunately were unable to provide you a refund on these transactions, please contact your bank and request a chargeback instead and report it as unauthorized charge(s)
Were unable to process a refund on the item(s) you are requesting, however, you may contact the app developer instead as it is their responsibility to support their app and be able to create their own refund policy and process refunds
It seems like you already requested a refund before and that's the reason why we cannot provide you a refund. You may enable the purchase protection to prevent this from happening in the future
On Out of Scope issues it is best to set the customers expectation during?
After identifying that the issue is not a Play concern
After trying to troubleshoot and it is not fixed
If none of the troubleshooting steps work for the customer
Which customer can you NOT offer an appeasement?
Angry Customers
Customers who have missing pages on their e books
Unable to redeem Gift Card
Unable to Play Movies
Meaning of TUI
Top Usage Importance
Trending User Inquiry
Top User Issues
Top Universal Inquiries
Can the customer share free apps on your family library
Yes
No
Maybe
Which workflow would you use if you want to check why the customer transaction was denied?
Cancel Subscription troubleshooter
Order & Transaction status troubleshooter
Unauthorized transactions troubleshooter
Play Apps Troubleshooter
Developers will remove refunded content from a user’s device.
Yes
Maybe
No
All Digital Content (Movies & TV, Music and Books) refunds will be removed.
Maybe
No
Yes
What is the appropriate customer communication for this type of Out of Scope product? Google Maps.
I'm sorry I can't help you
I'd like to be respectful of your time and I'd like to point you to the best resource to have your issue resolved. The help Center is the same resource we'd use on our end
This issue is not supported by our team, however I'd be happy to find the correct contact information for the App developer / manufacturer
I can definitely help you, which is why I will send you the link from our discussion forum so we can work together
Customers can pause the screenshare at any time.
No
Yes
Maybe
You may un-pause the screenshare at anytime.
Yes
No
Maybe
You need to authenticate the customer first before initiating screenshare.
Yes
No
Maybe
What is the average time it will take for a customer to receive a refund that was made to a credit card?
3-5 bus days, but possibly up to 10 bus days
1-3 business days
On the next monthly statement
10 business days
How long a Play Balance refund take to return to the custumer´s bank account?
10 bussiness days
45 days
30 days
If a customer’s order state is in cancelled, what can you do in the system to override the cancel?
Access the “Force Order” screen
You can’t. The customer’s order has been fully rejected and cannot be completed. They will have to try again
Actually, the order is still under review. Advise the customer to continue waiting.
A customer is calling in with an unrecognized charge and believes there to be fraud involved. The transaction is showing up on payments.google.com and in the customer’s GAIA account. What type of fraud is the customer experiencing?
ATO (Account Takeover)
PMH (Payment Method Hijacking)
Friendly Fraud
Which of the following does NOT indicate that you were listening to the customer?
You recall key details of the story and use them throughout the remainder of the call
You pick up on the customer’s tone and use it to inform how you approach the customer’s issue
You immediately know what the customer’s problem is and begin to solve it before they’ve finished explaining
A customer is on the line. He’s frustrated and he’s in a hurry. What approach can you take with this customer to show you’re listening?
Slow down the conversation and try to get him to relax
Ask him to start again from the beginning, but slow down a bit to make sure you can get all of the details
Listen intently to the customer, acknowledge the frustrating situation, and tell him you are going to work to resolve the issue as quickly as possible
Which of the following methods can you NOT use in order to authenticate an account from an incoming call?
Zip code
Naming a recent purchase
Payment Method
Play balance
Paypal Account
The customer was upset that you were not able to troubleshoot an issue with a specific app and that you instead had to provide a refund. You're worried about the CSAT results. What do you do?
Tell the customer that the CSAT survey is long and time-consuming in hopes they won't fill it out
Make a judgement call. Sometimes it's best not to ask the customer to fill out the survey
Skip it this time. It's not your fault; you've done everything you could
Always provide the customer with the opportunity to fill out a CSAT survey
What are the purpose of these icons under the Write card?
Escalate, Email, and Transfer
Notes, Email, and Consult
Add Person, Send, Save
Under the Read Card, what does these icons represent?
Category, Interaction History, Resolution, Case Log, Home
Home Page, History, Notes, Review, Category
Interaction History, Home Page, DIFM, Backlogs
What does this icon mean?
Cannot Authenticate
Dont want to authenticate
No authentication Questions
Which of the following Cases 2 cards provides a list of all previous customer encounters with Google for support?
Case Log
Consult
Interaction History
Case Notes
Which of the following appear in the Home card? Select 3 that apply.
Device
Resolution
Issue Description
Case summary
You receive an announcement labeled as P0. What does the P0 indicate about the announcement?
The announcement is low priority
The announcement is high priority and should be read as soon as possible
The announcement can be read at your convenience
The announcement is high priority and should be read at your convenience
When are you required to authenticate a customer?
When the case involves information specific to a customer's account
Every Time
Never
Just the first time a new customer calls in
Select 3 factors why an account could be placed on hold by the Risk Ops department:
Address on the billing is different to the address the customer is using on pay.google.com
As per risk department agent will
IP address is different from the usual
Purchase pattern of the customer
When would you duplicate a case?
When many different people call about the same issue
When a customer contacts support multiple times for the same issue
When there is an outage that affects a large group of people
When a customer cannot answer the authentication questions
Customer: I purchased a movie in the app store, but I don't see it in my account. How can I access it? Which workflow will assist you in resolving this customer's issue?
Unauthorized Transactions Troubleshooter
Play Cancel Subscription Workflow
Play DC and Purchasing Issues Troubleshooter
Play GIft Card Workflow
Your customer explains that his movie crashes after it starts. Which resolution will you select?
Order and Transaction Troubleshooter
Play apps troubleshooter
Play DC and purchasing issues troubleshooter
Play DC Refund Workflow
Your customer contacted support about ongoing issues with her newsstand purchase. You offer to troubleshoot the issues, but she just wants a refund. Which resolution will you select?
Play digital content (DC) refund workflow: process a refund as requested
Play DC and purchasing issues troubleshooter: try and troubleshoot the issue first
Where can a customer go to check their payment methods?
payment.google.com
pay.google.com
purchases.google.com
A customer contacts you to fix their issue regarding a missing app. What assistance will you give them?
Product Information
Feedback
Transaction
Troubleshoot
What do you call the type of transaction that occurs when someone purchases items in your account without your knowledge or consent?
Refund
Exchange
Unauthorized Transaction
Account Takeover
Customer: "I am in the Google Play Store and am trying to buy the newest zombie app. All my friends have it. However, I am having problems buying it from the store. Can you help me?" What keywords define the customer issue?
Gift Card assistance
Refund
App Troubleshoot
Purchase Troubleshoot
Which statements suggest best ways to help a customer with Out of Scope issues? Select all that apply.
Immediately escalate to Tier 2 support
Offer full support regardless of the issue
Direct customers to developers, other teams or online help resources
Never leave the customer feeling like we did not try to help them.
Camila contacts you and asks, "I need help with my Nest account. Can you help me?" Which troubleshooter would you use to address her concern?
Play cancel subscription workflow
Order & transaction statustroubleshooter
Scope of supporttroubleshooter
Can't redeem gift card workflow
Pedro contacts you and says, "I want to add another credit card to my account." Which troubleshooter would you use to address his concern?
Can't sign in Paymentsworkflow
Play cancel subscription workflow
Can't redeem gift card workflow
Scope of support troubleshooter
You made a few in-app purchases. Which of the following statements are true about refunds for an in-app purchase? Select 3 that apply.
You may request a refund if the purchase is not what you expected.
You may request a refund if you have had the in-app purchase for a week and decided you no longer wish to use it
You may request a refund if it was bought by accident.
You may request a refund if something you bought is not working.
Donuts, gems, and remove ads are examples of which of the following?
Subscriptions
Music downloads
App purchase
In-app purchases
Now it’s time to set up the case. Remember: Your customer asked for a refund of several apps and digital content purchases accidentally made by his young daughter. Which steps should you take in Cases 2 to properly set up the case for the customer?
1) Enter the customer account: customer@email.com, 2) Select the Product: Play, and 3) Enter the case summary: Customer’s daughter made purchases in her Play account that she would like refunded
1) Enter the customer account: customer@email.com, 2) Select the Product: Play, 3) Authenticate the customer, and 4) Enter the case summary: Refund - Friendly Fraud
LOV stands for?
Listen, Ownership, Vocation
Listen, Ownership, Voice
List, Ownership, Voice
Listen, Oprah, Voice
Which is the best way to respond to a customer that had the damaged Gift Card redemption denied?
We really want to help you, but you destroyed the caerd
At this time we cannot help you redeem the Gift Card because of our redemption policy but, I can teach you how to scratch the proper way so the next time this wont´t happen
I´m sorry for the incovenience but we cannot procced with the redemption. I recomend that you cantact the retailer so you can get a refund
I can do nothing to help you with that
Can we send the survey if the chat or phone call is disconnected?
Yes
No
Maybe
Select 3 scenarios when you can offer an appeasement:
Play store issues
Gift card issues
Purchase issues
Denied refunds
When the customer is very angry or upset
When you use the Order and Transaction status troubleshooter, you can search for transactions by the date. What other ways can you search for transactions by? (PICK TWO)
Today
Last 7 days
Last 30 days
Last 14 days
