WorksheetsDay 9 | Noom Recap Content
Total questions: 18
Worksheet time: 34mins
Based on this screenshot, how much will you refund Wendy for the meal guide? (Click on the image)
$59
$79
$29.50
$39
A user writes in, and under user type, it lists B2B. What should you do?
Give your very best service possible, these are extremely important customers.
Save the ticket and ask your leader for help in replying to the customer.
Use the ‘Assign to Enterprise’ macro to reassign to the Enterprise view.
Use the ‘Assign to B2B’ macro and reassign to the Enterprise view.
You receive this email, how should you respond to Raquel's email? She wants you to send the receipt.
Tell her she should look in her inbox because we already sent her a purchase receipt.
Tell Raquel you aren't allowed access to that information and apologize.
Inside SupportLand, locate the subscription, locate the transaction, and one of the options at the top will be receipt. Click “Print”, and choose “Save as PDF”.
Generate a receipt in Braintree or Stripe, depending on which payment system is linked to the user's account
Sebas ordered a workout guide two months ago but was unable to use it because of a leg injury. He's now requesting for a refund. Upon checking SupportLand, you saw the information below. How much are you going to refund to his account?
$24.50 (check the screenshot)
$39.50
$25
$49
When SupportLand looks like this we can conclude that ________.
the user has two UPIDs.
that the user is active and has been using the app since the 24th of February.
we can see that the user pays in CAD and is on a 2-month plan.
the user has an active subscription, but can't see if the UPID has been redeemed.
While looking at SupportLand for Cindy's account, you see that she has multiple subscriptions. What are the first steps we can take to see which accounts need to be cancelled?
You can look at the messages in Groups Magic to see if there’s any activity.
Reply to her and list down all the listed subscriptions. Ask her which ones can be removed.
Look for subscriptions with unredeemed UPIDs.
A user can ask to switch plans at any point.
Juan sends a request stating that he needs to reset his password. Upon checking the At-a-Glance section of SupportLand, the UPID Redeemed box shows false. When you click on the UPID link it directs you to this page. What does this mean?
The user has not completed their web enrollment.
This does not mean anything.
The user needs to get a password reset macro sent to them.
He needs to resubscribe.
When you see this in Supportland, what does it mean? (Check the screenshot and zoom it)
the user has had two subscriptions with Noom.
we are not able to conclude anything with this information.
the user has signed up through Google Play.
the user has canceled both of their subscriptions.
What is your trainer's second name?
Aracely
Maribel
Raquel
Anali
Just by looking at this portion of the SL, what can you say is the Alex's issue?
Alex is confused and this is a case of user error.
Alex has not completed their profile which is determined because they do not have an authentication method.
Alex might have used a different email when enrolling.
Alex just needs to install the app.
This is Paco's account, what state is the subscription currently in and when did the user install and start using the app? (Click on the image)
The user is active and never installed the app.
Not able to answer the question based on the information provided.
The subscription is inactive-canceled and the app was never installed.
The user is inactive-canceled and installed the app on the 17th of November.
Marco is subscribed through iTunes and wants help with changing his payment method. What should you do in this scenario?
Inform him that he can change his payment method through his iTunes account.
Tell him that the payment method cannot be changed for iTunes subscriptions.
Change his payment method using SupportLand.
Use the ‘Beanies:: Assign to Level 2’ macro to reassign to Level 2.
How long before a cancelled iTunes subscription reverts to a free state?
6 days
4 days
7-10 days
20 days
Freddie received one refund two days ago and writes back to us requesting additional refunds since he did not use his account. What should you do in this scenario (provided that this is not a fraud related issue)? Standard procedure.
Use the ‘Beanies:: Assign to Level 2’ macro to reassign to Level 2.
Refund his remaining charges.
Graciously decline additional refunds
Close the ticket.
How do we help a user who has canceled/turned off auto renewal during their trial but has changed their mind and wants to continue on?
We can click 'Unexpire' in SupportLand
The user can make changes to their subscription in SupportLand
The user needs to cancel and re-sign up
We can click 'Expire' in SupportLand
What are the things that you need to remember before sending the macro: Add-on:: Wants to purchase add-ons to the user?
Edit the link in the macro and enter the user's registered email address at the very end.
Edit the link in the macro and ensure to put replace [UPID] with the account's UPID.
Ensure you include the ticket number.
Delete the Support
Should we cancel an account if the user mentions that they have an eating disorder? (not a form of STING case submitted)
yes
No! Let's use Side Conversations first
Jhosselyne is requesting for you to change her registered email address. Which of the following steps should you do?
Choose and fill Martha's UPID.
Tap the clipboard at the top of SupportLand.
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.
