WorksheetsKC 56 POD 13
Total questions: 10
Worksheet time: 46mins
When should we add the BMs as followers in a Zendesk Ticket?
In a standard escalation, the BMs need to be added all the time.
There is no need to add them in a standard escalation that a COA can handle.
We never add BMs as followers in a Zendesk escalation.
We only add them to all standard escalations, for FYI.
How do we handle FBM cancellations correctly?
We should cancel it by clicking "Accept Cancellation"
We raise the concern directly to the brand channels.
Inform the COA and BA right away.
We don't need to do anything, we just have to note on the ticket the customer wishes to cancel his FBM order.
When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply
Concern, Purchase, ASIN/SKU
Full Product Name, Date of Purchase, Order ID
Issue, KEY ASK
Ticket number, Customer's name and address
When a customer reaches about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?
Duplicate Items - All Brand Tracker
Mixology & Craft- Duplicate Tracker
Review Management Tracker
All Brands Replacement Tracker
What do we do with communications that have Karen Sliver and trade@b-six.com involved? Select all that apply.
Disregard and do not escalate in Zendesk.
Upload any wholesale or bulk order
Escalate the issue immediately to BA and COA
Track all communications in the tracker.
How do we communicate NCX issues moving forward?
For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.
We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.
No escalations are required. The BM and COA should already be on top of this.
All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.
On the recent update, how do we communicate customer issues to the BA and COA moving forward?
For all escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.
We still do the same process, raise it to the brand channel and tag the BA and COA.
No escalations are required. The BM and COA should already be on top of this.
All escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.
For which brand is this update applicable for?
"As we all know, we've changed suppliers and there are new stocks (different frequency) coming in. CORs might come across requests to fulfill replacements for the newer version. We are in the process of moving some of the old inventory out of Amazon into a 3PL. Newer ones are basically in Antiope and Drive Auto but this might change in the coming weeks so watch out for any further announcements."
Guardline
Drive Auto
Dark Iron Fitness
All 3PL Brands
Guardline TROUBLESHOOTING!
Advise the customer to put batteries inside the receiver and take your receiver outside to your sensor to confirm that it's working. If the sensor and the receiver worked when they're next to each other it's ____________.
Incorrect sensor settings
Pairing Issue
Interference
Power Issue
Guardline: NAME THAT ISSUE!
"Every time I try to change the melody, it goes back to the default melody."
Replacement
Pairing Issue
Pairing with multiple sensors
Incorrect sensor setting
