WorksheetsQuiz #3. Understanding the scenarios of Disney +
Total questions: 15
Worksheet time: 8mins
First contact resolution is when the CX calls for different issues and you solve one issue
True
False
If Ralph is not answering the chat you have to make
1 warning
2 warnings
3 warnings
Close the chat immediately
CX's can use Paypal as a payment method
Never
Always
Depends
No idea
IAP CX calls to request a refund. You will be very kind, corteous and process the refund.
True
False
Which disposition level should you select when a CX is requesting a refund?
Product Questions
Billing
Technical
Data Privacy & Deletion
Which box you should fill up first when creating a case in SNOW?
Disposition Level 1
Issue Title
Platform
Notes
What information is required during the sign up process?
Email address
Password
Payment Method
Screens they want to use
Address
How many profiles can a customer have on Disney Plus?
6
8
10
12
How many screens can a consumer use at the same time to stream?
1
2
3
4
What should be the first option when escalating a case?
Helpline (Internal Chat)
Escalation Request (Escalation case)
You can create an Escalation Request when..
Your team manager is unable to assist
No tier 2 agents are available
The wait time is 5 minutes or more
You don't know what to do
Can a customer cancel the subscription by his own?
Yes
No
If a customer insists in getting a refund but does not apply for one, we should..
Hang up
Escalate the case
Close interaction
Provide the refund
Which ones are eligible scenarios to provide a refund?
Duplicate subscription & Cancellation not processed
Immediate Cancellation Request
Forgot to cancel & Product Switch
International Customer & Friendly Fraud
Credit Request & Technical Issue
If we perform a refund, how much time will it take to be processed and shown in their account?
1-3 business days
3-5 business days
5-10 business days
Immediately
