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WorksheetsNoom | Day 3 - Enrollment
Total questions: 16
Worksheet time: 32mins
You received this ticket from Marty, what macro should you use as a response? (check for details)
Technical Issues:: Force-close / Reinstall links.
Enrollment:: No app install / Download and log in
Enrollment:: Installed but hasn't redeemed UPID
Service Requests:: Create Noom account / UPID link 1 (more detailed).
When you see this in SupportLand, what does this mean?
The customer has an account already
The user does not have a Noom subscription under this email address.
The customer has not paid the month
Nothing
When we look at this user in SL we can conclude that: (ready carefully)
they are set up for a 6-month recurring plan and will be billed after the trial period is over.
they are set to expire after the initial 6-month subscription is over.
this account will cancel at the end of the trial period and will not switch over to a subscription plan because the trial period is set to expire.
the user has been subscribed to Noom for a while now.
True or False: Enrollment tickets cover any questions a user might have once they are in the app
True
False
Did this user skip the trial period?
Yes, he skipped the trial
No, he did not skip the trial
Just by looking at this portion of the SL, what can you say is the user's issue?
The user is confused and this is a case of user error.
The user has not completed their profile which is determined because they do not have an authentication method.
The user just needs to install the app.
The user might have used a different email when enrolling.
If the customer is just asking for the minimum requirements for downloading the Noom app, which macro will you use?
Enrollment: Already redeemed UPID, download Noom and log in
Enrollment:: No app install / Download and log in
Enrollment::2 - Download::Program Minimum Requirements
Enrollment:: Device not compatible with Noom
How long does the user have, after cancelling, to sign up again and continue from where he left off?
4 days
5 days
6 days
14 days
Why do we get enrollment tickets? (Select all that apply)
Password Reset need.
Installation questions
Refund request
Issues with completing their profile upon sign up
Requesting to re-subscribe for a new plan.
Looking at this part of Support Land we can conclude that:
the user has signed up through Google Play.
the user has had two subscriptions with Noom.
we are not able to conclude anything with this information.
Back
the user has canceled both of their subscriptions.
How to you access to Groups Magic?
By clicking on the access Code in SL
By clicking on the braintree link
By going to the subscription section
By clicking on the clipboard
Select the sections you can see at the "At-A-Glance" section in supportland? (Select all that apply)
User Type
Subscription
Installed
Auth Method
Do apple users need to redeem their UPID?
Yes, by receiving an email
No, it is automatically redeemed
Which subscribers need to redeem their UPID
Web users
Apple and Google Play Users
What is the Trial duration for Apple subscriptions?
7 days
14 days
15 days.
If a customer has trouble finding the password reset email, how can we help him? (Select all that apply)
Cancel the account and have him to sign un
Send the link again
Suggest him to check the spam/promotions folder
Escalate the ticket to another department
