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WorksheetsNoom day 4 | Service request 2.0
Total questions: 14
Worksheet time: 28mins
Gaby has an Android device, and wants to log her custom dishes, how can you help her?
Tell her it's not possible to log her dish, but there's a workaround, and use the 'Android custom meal workaround' macro.
Escalate to level 2
Redirect them to Noom.com where they can log a custom meal via their web browser.
Tell Diana that we favor Apple users over Android and specifically left out features from the Android version.
Tell Diana she needs to request her Goal Specialist to approve and add her dish to our meal list.
Mary is requesting for you to change her registered email address. Which of the following steps should you do? (Select all that apply "3")
Tap the clipboard at the top of SupportLand.
Choose and fill Martha's UPID.
Choose Martha's correct access code from the drop down menu.
Adjust the email by copying and pasting exactly what Martha typed.
Add the additional email Martha has requested
When a User decides to cancel, How long is data retained after a user cancels their subscription?
Four days
Six days (Select me)
7-10 bss days
The data gets deleted immediately.
You receive a ticket where the sender is listed as a phone number and a text file is attached. What should you do?
Open the .txt attachment and answer it like normal, letting them know we need to locate their account before we're able to assist.
Escalate to level 2
Flagg this as suspicious
This is a system error. Mark it as closed and move on to the next ticket.
Call the number to locate the user.
Can we see in Supportland if the user has applied a promo code?
Yes
no
Howl has an active iTunes subscription but he is requesting us to delete her data. How do you respond?
Let Joan know that it's not possible until her iTunes subscription expires. + 4 days
Let Joan know that she has to delete it herself via iStore.
Let Joan know that we can't delete her data because she signed up via Apple.
Beg Joan to stay and offer her a discount.
How can a user reset/rewind his curriculum?
Support team
Level 2
Goal Specialist
He cannot
If a customer requests to remove his/her e-mail address from the mailing list, you...
Delete her info on the clip board (No)
Delete her email from customer's information
Escalate to level 2, they can do it for sure!!!!
We send her the macro to unsubscribe, s she can do it herself.
What would you do If a User has B2B in Supportland?
Escalate to Level 2 Applying the macro Assign to level 2`
Assign to Enterprise
Nothing, just assist him.
Close the ticket
Sebastian canceled his trial and has been using the free version of the app and is wondering why his friend still has access to the Goal Specialist and he doesn't, Why?
Because Sebastian is using the free option, and his friend has the premium version
Because Sebastian is using the mobile app instead of the computer
Because for iOS cannot see the goal specialist
Data is tied to customer's_____
Email address.
Phone number
Access Code
Social Security Number
Mark signed up for a subscription using Facebook and wants to change his card information before the end of his trial. How should you reply to Mark
Send Mark the link to Supportal so he can change his card information
Ask Mark for his new card number so we can change the billing information for him.
Change Mark’s authentication method to email and password. Let him know we made the change and give him the password reset link as well as the link to access Supportal to update his card information.
Tell Mark to contact Facebook to ask about the next steps.
Cindy messages us to say she doesn’t feel she is getting enough calories throughout the day and wants to set a lower weight goal. Are we able to help her
Yes, we can tell Cindy how to adjust her weight goal and weight loss plan intensity speed through the app.
No, Cindy needs to ask her goal specialist how to adjust her diet for successful weight loss.
What does it mean when supportland says N/A on the REDEEM section?
There's no account under that email address, or the account is cancelled.
Customer uninstalled the app
Customer hasn't redeemed the upid
Profile is with the upid.
