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WorksheetsReinforcement May
Total questions: 15
Worksheet time: 8mins
How long should a user remain on hold?
2 minutes
5 minutes
4 minutes
The limit doesn't exist
Are Phase 1 - Escalation and Phase 2- Escalation labels required when escalating ticket/calls/chats ?
yes
no
If the user is asking for a supervisor, what queue should you transfer the call to?
Approvals
Ask my supervisor to take the call
De-Escalation
Advanced billing.
What are our search tools?
SBS
Internal KB
Slack
BO
Hangouts
is TIG able to handle Wix Logo concerns?
YES
NO
No, it's OOS
Which department handles Business number?
CX
Advanced billing
CRM
ASCEND
If I'm replying to a ticket and I asked the user for more details to better resolve their issue, what status should I leave the ticket on?
Open
Solved
Closed
Pending
Which of the following is the correct closing spiel?
Thank you for calling us today, have a good day!
Again thank you for contacting wix.com and if you have further questions don't hesitate to contact us back!
Thanks for calling, bye bye!
The free domain voucher does not include the Private Registration
True
False
Scenario: user is calling to request a refund for an unwanted renewal on his PP, 25 days have passed since the renewal was completed. What's the correct process to follow?
It's outside our policy, connect to the Approvals team.
Walk the user thought the refund widget.
Refund can not be process since it's outside the 14 days trial period.
Manually add requests to Bat Office
What's the time frame to get an answer on an offline escalation?
24-48 hours
3-5 business days
There is no time frame but usually they answer within 24 hours.
They will get back to the user as soon as possible, there is no estimated time frame.
Which of the following are part of the Basic troubleshooting steps?
Clear cache and cookies
Use incognito window.
Try it on a different browser/device
Disable add-ons and extensions
Try a different network connection
Do we offer support to the following languages: Thai, Dutch, Polish ?
yes
no
If the call drops, what should I do?
Leave my notes and go to break.
Call back the user immediately
Attempt to call the user at least 2 times
How long does it take to transfer a domain to wix?
24hours
48hours
up to 7 days
up to 7 business days
