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WorksheetsCombined Assessment 1
Total questions: 28
Worksheet time: 28mins
"I don't remember creating this account. Please delete."
What flow should we use for this concern?
Account Takeover
Account Dump
Wrong Email
Hostile Takeover
Customers in the UK who have already registered will still be able to redeem their code even after the registration has been closed.
False
True
Customer: Thanks for resolving this for me. However, I noticed that the password reset link is in French. How can we change it back to English?
Change preferred language in UA2
Change preferred locale in UA2
Change the country to UK
Justin Bieber is contacting CS reporting a wrong concert date uploaded on his page. Also, he’s inquiring about our GNM offer.
Inform her about how our GNM offer works, and direct her to Artist Support.
Direct him to Artist Support.
Escalate to GS3.
Your customer reach out asking to transfer his 3 months Premium from Account A to Account B that is on free service. Account A is SF verified and Account B has no matching details with Account B. How should we handle this?
Account A: Verify with a bank statement and relevant payment info (such as the last 4 digits).
Account B: Recently used device (Make, Model and Operating System), The name of a song you recently saved to your Liked Songs playlist, Name of one Secret Playlist.
Account A: No need to verify since the Account A is SF verified.
Account B: Recently used device (Make, Model and Operating System), The name of a song you recently saved to your Liked Songs playlist, Name of one Secret Playlist.
Since Account B has no matching details with Account A, escalate the case to GS2.
Even if the case is SF verified, we still need to verify if the customer wants to download his Spotify data.
True
False
Scenario: An artist that was directed previously to Artist Support because of a misspelled song title on his page emailed us again:
"You guys did direct me to Artist Support which is fine. I emailed them, and I did not get any replies for the past week. "
What should you do?
reinstate that they really need to contact Artist Support followed by appropriate empathy.
Escalate the case to GS3.
Escalate to Content Report.
I subscribed through Globe prepaid and after a few hours, my account just started playing songs I've never selected in the first place. I'm scared that my account may have been hacked. What should I do?
How will you verify the account?
A recently used device, make and model (last 30 days)
The earliest Spotify payment receipt you have available, or a screenshot of Spotify payment on bank or PayPal statement
A secret playlist title from their account
The earliest Spotify payment receipt you have available, or a screenshot of the transaction order ID number.
Premium + Hulu customers are eligible for the GNM offer.
True
False
What happened to my username? It's now a series of numbers after deactivating my Facebook account.
What Guru card should we use?
Deactivated Facebook-created Account
Broken Facebook-created Account
Facebook Broken-created Account
My wife died 4 days ago. I want her playlists to be transferred to my account.
Please provide the title of the Guru Card we can use for this concern.
(a)
I'm studying at Conservatoire de musique de Québec. Why is my school not showing on the list?
What Guru card can we use to assist the customer?
Spotify in Quebec, Canada
Student Discount already in use
Multiple users are unable to get the Student discount offer
Student Discount drop down not working
Scenario: Customer is living in the UK. He was charged for 14.99 GBP but was not subscribed to the Family plan. Please identify what could be the reason of the charge.
Customer is subscribed to Premium + Showtime bundle.
Customer is subscribed to Premium + Hulu bundle.
Customer is subscribed to Premium + Headspace bundle.
Can we add a month of Premium for insisting Premium Student customers requesting for a refund who were charged for the regular rate?
Yes
No
Yes with TL approval
The status on the bundle box for our current Google Nest Mini offer should be:
Phase 1
Phase 2a
Phase 2c
not applicable
Customer is asking about the warranty of the GNM device. How should we handle this?
Contact HD
Refer to Google Store support team.
Refer to Google Nest support team.
Registrations for the GNM offer have now been closed in Canada.
True
False
We can process ATO on accounts that manage Artist accounts.
True
False
User contacted us using a different email address registered on his Spotify account. He wants to close his account due to being accessed by someone else. We no longer need to verify the account since he wanted to close it instead of securing it. True or False?
True
False
Advisor found an account with a different email address using the payment details customer provided. The customer didn't mention this email address on his responses. Advisor doesn't need to mask the email address even if the personal information is different from his original account.
True
False
What are the information you need to verify if the customer has a Premium account partnered through Vodafone?
The earliest Spotify payment receipt you have available or Screenshot of Spotify payment from your mobile provider.
The username or email address only
Date of birth, Zip / postal code, A recently used device, make and model (last 30 days), 1 customer created private playlist
Recently used device, name of a song you recently saved to your Liked Songs, Name of one Secret Playlist
Customer is requesting to close his Spotify account. You noticed that this account has artist permission. What should you do?
Handle the case as usual since closing an account is something that we're doing (if verified of course).
Educate customer that it would be better to contact Artist Support first since we can't transfer artist permission once the account has been closed.
Escalate to GS3
Escalate to Content Report
I'm OC who wants to change the language of the emails you're sending me to British English since I'm from the UK.
What preferred locale are you going to change the account to?
en-gb
en-uk
en-ca
en-us
What should we do on account that was taken over and was upgraded to the Family plan? (previous subscription is Individual Premium)
Secure the account, Remove members, Terminate plan, Refund all payments made.
Secure the account, Remove members, Terminate plan, Refund all unauthorized payments made, add 1 month of Premium time.
Secure the account, Terminate plan, Refund all payments made.
Secure the account, Remove members plan, Terminate, Refund all unauthorized payments made.
A certain fanbase is frustrated about the removal of their favorite artist's newly released music. The song contains racial slurs and was the trending topic in BookFace and Tweeter. How should we handle this?
Escalate to Content Report.
Check Guru for updates. If there is none, contact HD to have it reported and ask for the appropriate response we can use to reply.
Determine what the customer is complaining about, Check Guru for updates, Escalate to GS3.
All GNM status from this list are ineligible for a refund except for what?
REDEMPTION_ATTEMPT
REDEEMED
CANCELLED
REGISTERED
What is the title of the Guru card we can use if someone contacts us on someone else's behalf?
(a)
I have trouble redeeming the 6 months Premium code from Currys.
Please provide the Guru Card title we can use when dealing with this issue.
(a)
